Department: Business & Service Development | Reporting To: Head of Business & Service Development | Employment Type: Full-Time

1. Position Summary
Danawa is seeking a driven and customer-focused Account Manager to manage and grow our portfolio of corporate clients. The ideal candidate is highly skilled in client engagement, service coordination, and strategic account development. If you enjoy building strong business relationships and ensuring excellent service delivery, we would love to hear from you.

2. Key Responsibilities
• Serve as the primary point of contact for corporate clients and business partners to build long-term relationships.
• Ensure smooth service delivery, monitor SLAs, and work closely with internal teams to resolve any issues.
• Conduct regular engagement meetings, check-ins, and performance reviews with clients.
• Prepare client reports, manage contracts and renewals with clients and partners, and handle pricing or proposal discussions.
• Understand client requirements and business needs to identify upsell or cross-sell opportunities for account growth.
• Prepare internal reports, sales forecasts, and updates for management review.
• Act as the escalation point for customer complaints or service issues to ensure timely resolution.

3. Requirements
• Experience in account management, client servicing, or corporate customer support.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to work independently, coordinate cross-functional teams, and manage multiple accounts effectively.

4. Qualifications
• Bachelor’s Degree in Business, Marketing, IT/Telecommunications, or related field.
• Minimum 3–5 years of experience in account management, client servicing, or enterprise customer support (preferably within ICT, telecommunications, or service-based industries).

Department: Project Management Office | Reporting To: Head of PMO / CEO | Employment Type: Full-Time

1. Position Summary
The Project Manager is responsible for planning, leading, and executing telecommunication infrastructure projects across the organisation. This role oversees the entire project lifecycle, from proposal and planning to implementation and completion, ensuring all activities meet technical, safety, quality, and financial requirements. The Project Manager will coordinate multiple stakeholders, manage risks, and drive timely delivery of fibre rollout, network upgrades, and site development projects.

2. Key Responsibilities
A. Project Planning & Initiations
• Prepare business cases, project proposals, and technical assessments.
• Define project scope, objectives, budget, timelines, and resource requirements.
• Develop detailed project plans, schedules, Gantt charts, and implementation strategies.
B. Project Execution & Delivery
• Lead end-to-end delivery of telecommunication projects including:
o Fibre rollout (FTTx/backbone/access)
o Network upgrades
o Wireless and transmission systems
o Telco site installation and infrastructure development
• Supervise contractors, vendors, and service providers to ensure adherence to technical specifications, safety standards, and quality requirements.
• Conduct site inspections, technical audits, acceptance tests, and verification of engineering documents (BOQ, TSSR, drawings, etc.).
• Monitor project execution, identify issues or risks, and implement corrective and preventive actions promptly.
C. Cost, Quality & Compliance Control
• Track project expenses, enforce cost control measures, and ensure alignment with approved budgets.
• Ensure compliance with HSSE requirements, industry standards, regulatory guidelines, and company policies.
• Ensure all project documentation, reports, and records are updated accurately and submitted within deadlines.
D. Stakeholder Management & Coordination
• Liaise with internal teams (Engineering, NOC, Finance, Field Operations) to ensure project alignment and resource readiness.
• Coordinate with clients, authorities, local councils, utility providers, and other stakeholders throughout the project lifecycle.
• Provide timely updates, presentations, and project status reports to senior management and customers.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s Degree in Telecommunications Engineering, Electrical/Electronic Engineering, Project Management, Information Technology, or related fields.
Experience
• Minimum 5–8 years of project management experience within the telecommunications industry.
• Proven track record delivering fibre optic, wireless, or network infrastructure projects.
Technical Competencies
• Strong technical understanding of:
o FTTx/backbone/access fibre deployment
o Wireless systems, transmission equipment
o Telco site development and installation processes
• Proficient in project scheduling tools such as Microsoft Project.
• Familiar with engineering documentation including technical drawings, BOQ, TSSR, and acceptance test procedures.
• Strong analytical capability with ability to troubleshoot and resolve project-related issues.
Soft Skills & Attributes
• Excellent leadership, communication, and stakeholder management skills.
• Strong planning ability with high attention to detail and compliance requirements..
• Capable of managing multiple projects concurrently under tight deadlines.
• Good problem-solving, negotiation, and decision-making skills.
Additional Requirements
• Possess a valid driving licence and willing to travel for site visits, inspections, and outstation assignments.
• Certifications such as PMP/PRINCE2, CIDB, NIOSH Safety Passport, or Fibre/Network certifications are added advantages.

4. Key Performance Indicators (KPIs)
• Timely completion of project milestones and deliverables.
• Budget adherence and cost control effectiveness.
• Quality of workmanship, documentation, and technical compliance.
• HSSE compliance and zero-incident performance.
• Stakeholder satisfaction (internal and external).
• Accuracy and timeliness of reports and project documentation.

5. Working Conditions
• Work involves office-based planning and on-site project supervision.
• Required to travel to project sites, client premises, and authorities as needed.
• May involve extended hours depending on project timeline and operational demands.

Department: Network Operations Centre (NOC) | Reporting To: Head of Network | Employment Type: Full-Time

1. Position Summary
The NOC Manager is responsible for leading and supervising the Network Operations Centre to ensure round-the-clock monitoring, incident management, SLA compliance, and service assurance for all customers. This role oversees operational performance, escalations, team development, and coordination with internal technical divisions to ensure optimal network availability and reliability.

2. Key Responsibilities
A. Operational Management
• Oversee daily 24/7 NOC operations to ensure efficient monitoring and timely incident response.
• Ensure all network incidents, alarms, and service faults are escalated and resolved within agreed SLAs.
• Review and validate RCA (Root Cause Analysis) reports, incident logs, and performance reports.
• Maintain compliance with internal SOPs, operational standards, and regulatory requirements.
• Ensure proper documentation of network events, procedures, and system configurations.
B. Team Leadership & People Management
• Lead, guide, and mentor NOC engineers and shift teams.
• Plan roster, shift scheduling, and ensure adequate manpower coverage for 24/7 operations.
• Conduct performance reviews, coaching sessions, and technical competency assessments.
• Promote a culture of accountability, continuous improvement, and customer-focused service delivery.
C. Coordination & Escalation Management
• Act as the main escalation point for major incidents and high-impact outages.
• Coordinate closely with Field Operations, Engineering, IT, and System Integrators for issue resolution.
• Communicate service updates and incident notifications to internal stakeholders and enterprise customers.
• Participate in service review meetings, audits, and customer SLA reporting sessions.
D. Tools & System Administration
• Oversee effective utilization of NMS tools such as PRTG, Zabbix, Grafana, SolarWinds, etc.
• Ensure monitoring dashboards, alerts, and reporting tools are continuously optimized.
• Support rollout of new technologies, network upgrades, and service improvements.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s Degree in Telecommunications, Networking, IT, or related fields.
• Diploma holders with 5+ years of relevant experience may be considered.
Professional Certifications (Preferred)
• CCNA
• CCNP Enterprise / Service Provider (strong advantage)
Technical Competencies
• Strong hands-on understanding of ISP network environment including:
o Fiber, wireless, satellite networks
o Core and access networks
• Solid knowledge in:
o BGP, OSPF, MPLS, QoS, traffic engineering
• Experience managing 24/7 operations, incident response, escalation processes, RCA, and SLA reporting.
• Proficient with NMS and monitoring systems.
• Strong analytical, troubleshooting, and decision-making skills.
Leadership & Soft Skills
• Strong leadership capabilities with experience managing multi-shift teams.
• Excellent communication skills, especially when dealing with enterprise customers.
• Able to work under pressure and manage high-severity incidents calmly and effectively.
• Highly organized with strong adherence to governance, SOPs, and process discipline.

4. Experience Requirements
• Minimum 5–8 years’ experience in NOC, network operations, or service provider environments.
• Minimum 2–3 years in a supervisory or managerial position.
• Experience in ISP or telecommunications industry is highly preferred.

5. Key Performance Indicators (KPIs)
• SLA compliance and network availability levels.
• Incident response and resolution time (MTTR).
• Accuracy and quality of RCA and incident reports.
• NOC team performance, productivity, and shift discipline.
• Customer satisfaction and service assurance outcomes.
• Adherence to SOPs and operational governance.

6. Working Conditions
• Based in NOC environment with requirement to support 24/7 operational demands.
• On-call duty during major incidents or escalations.
• May require coordination during weekends or public holidays depending on network events.

Department: Network Operations | Reporting To: Head of Network Operations | Employment Type: Full-Time

1. Position Summary
The Network Engineer is responsible for designing, implementing, maintaining, and optimizing the company’s network infrastructure. This role ensures seamless integration of on-premise and cloud-based networks, monitors performance, resolves network issues, and collaborates with internal teams, customers, and vendors to support business operations and IT projects.

2. Key Responsibilities
A. Network Design & Implementation
• Assist in the design and implementation of network configurations for both on-premise and cloud environments.
• Collaborate with Cloud Engineers to redesign and optimize network infrastructure for performance, security, and scalability.
• Implement and maintain secure network solutions, including firewalls, VPNs, IDS/IPS systems, and other security protocols.
• Conduct testing, Proof of Concept (POC) for new products, and ensure smooth integration with existing systems.
• Document network configurations, redesign processes, and maintenance activities.
B. Network Operations & Maintenance
• Monitor network performance, schedule upgrades, and plan optimization initiatives.
• Troubleshoot and resolve network problems, outages, and latency issues promptly.
• Maintain network hardware, including routers, L2/L3 switches, gateways, and servers.
• Ensure network compliance with industry standards, regulatory requirements, and security policies.
C. Project Support & Collaboration
• Communicate with internal teams, customers, and vendors at all stages of network projects.
• Prepare project progress reports, escalate issues, and assist management in decision-making.
• Support network changes, migrations, and integration projects as part of digital transformation initiatives.
• Collaborate with IT, Cloud Engineering, and external vendors for seamless network and cloud operations.

3. Qualifications and Requirements:
Academic Background
• Degree, Postgraduate Diploma, or Professional Degree in Computer Science, Information Technology, or equivalent.
Certifications (Preferred)
• CCNA
• CCNP
Experience
• Minimum 1+ years hands-on experience in network engineering.
• Experience with network migration, integration, and optimization projects.
Technical Skills
• Strong knowledge of data communications, IP protocols, and networking technologies.
• Hands-on experience with routers, L2/L3 switches, gateways, and network servers.
• Familiarity with VPNs, firewalls, security protocols, and network monitoring tools.
• Ability to troubleshoot and resolve complex network issues.
Soft Skills & Attributes
• Strong analytical and problem-solving skills.
• Excellent communication and teamwork abilities.
• Self-motivated with strong organizational skills.

4. Key Performance Indicators (KPIs)
• Network uptime, performance, and reliability.
• Timely resolution of network issues and outages.
• Successful implementation of network projects and upgrades.
• Compliance with security standards and regulatory requirements.
• Quality of network documentation and reporting.

5. Working Conditions
• Office-based with regular site visits and project support.
• May require extended hours or on-call support for critical network issues.
• Travel may be required for project implementations and vendor coordination.

Department: Business Support | Reporting To: Head of Business Support | Employment Type: Full-Time

1. Position Summary
The Quality & Risk Management Executive is responsible for developing, implementing, and monitoring quality management systems (QMS) and risk management frameworks across the organization. This role ensures adherence to industry standards, internal policies, and regulatory requirements, promotes continuous improvement, and mitigates operational and project-related risks.

2. Key Responsibilities
A. Quality Management System (QMS) Preparation
• Lead the development and implementation of QMS in accordance with ISO 9001 requirements.
• Establish Standard Operating Procedures (SOPs) for critical processes across departments.
• Collaborate with cross-functional teams to document, streamline, and optimize processes.
B. Quality Management System Monitoring
• Implement and monitor adherence to SOPs and critical processes across departments.
• Identify process gaps and recommend actionable improvements.
• Develop and track Key Performance Indicators (KPIs) to ensure consistent service quality.
• Establish and maintain quality control protocols and conduct internal audits in line with QMS.
C. Risk Management
• Identify, analyse, and mitigate operational, project management, and compliance risks.
• Maintain updated risk registers and develop mitigation plans for potential risks.
• Promote proactive risk identification and mitigation across all departments.
D. Training & Awareness
• Provide training and guidance to employees on quality standards, processes, and risk management principles.
• Foster a culture of continuous improvement, compliance, and risk awareness.
E. Reporting & Compliance
• Prepare detailed reports on quality and risk management activities
. • Ensure compliance with internal policies, industry regulations, and certification requirements.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s degree in Quality Management, Business Administration, Telecommunications, or a related field.
Experience
• Minimum 3–5 years in quality assurance, risk management, or compliance.
• Experience within the telecommunications or engineering service sector is preferred.
• Hands-on experience preparing for and achieving quality certifications (e.g., ISO 9001).
Certifications & Technical Skills
• ISO 9001:2015 Auditor Certification (preferred).
• Knowledge of quality and risk management frameworks (e.g., ISO 31000, TL 9000) is a plus.
• Strong analytical skills with ability to identify and address risks, gaps, and process inefficiencies.
• Familiarity with process mapping, documentation, and audit techniques.
Soft Skills & Attributes
• Independent and proactive with strong leadership qualities.
• Excellent communication, collaboration, and stakeholder management skills.
• Detail-oriented, organized, and results-driven mindset.

4. Key Performance Indicators (KPIs)
• Compliance with quality management systems and SOPs.
• Successful completion of internal audits and preparation for external certifications.
• Identification and mitigation of operational, project, and compliance risks.
• Implementation of process improvements and continuous improvement initiatives.
• Timely and accurate reporting of quality and risk metrics.

5. Working Conditions
• Office-based with occasional site visits for audits or project evaluations.
• May involve extended hours to meet reporting deadlines or certification requirements.
• Collaboration with multiple departments and external auditors or stakeholders may be required.

Department: IT Service Operation | Reporting To: Head of IT Service Operation | Employment Type: Full-Time

1. Position Summary
The Solution Engineer serves as the key technical liaison between customers, business development, and internal technical teams. This role is responsible for designing, implementing, and supporting technical solutions that align with customer requirements, providing pre-sales support, and ensuring smooth project delivery throughout the entire lifecycle. The Solution Engineer also acts as a bridge to communicate customer requirements to the Product team for validation or customization.

2. Key Responsibilities
A. Customer Management
• Build and maintain strong customer relationships, acting as the main technical point of contact.
• Provide pre-sales support, including product demonstrations, site visits, and technical discussions.
• Prepare user-friendly business and technical documentation such as proposals, presentations, and project updates.
B. Solution Design
• Translate customer and market needs into clear technical solutions and business requirements.
• Act as a crucial interface between customers, business development, and technical delivery teams.
• Support product customization requests by validating client requirements and coordinating with the Product team.
C. Project Support & Technical Resolution
• Serve as primary technical contact during pilot implementations, ensuring smooth setup and prompt issue resolution.
• Provide comprehensive training and documentation to service partners and internal teams, including user manuals and guides.
• Monitor, troubleshoot, and resolve project-related technical issues throughout the project lifecycle.
• Stay current on relevant technologies, coding languages, and cybersecurity practices.
• Read, interpret, and respond to integration and platform documents from prospective customers.
D. Travel & Collaboration
• Willingness to travel without restrictions to support project implementations or client requirements.
• Collaborate effectively with internal teams to close the feedback loop on product requirements and expectations.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s Degree in IT, Computer Science, or related field.
• Relevant tertiary qualification in IT or Engineering preferred.
Technical Skills
• Proficient in JAVA, XML, JavaScript.
• Experience designing technical solutions in pre-sales or similar roles (minimum 1+ years).
• Strong understanding of cybersecurity and willingness to continuously learn new technologies.
Experience
• Experience as a Sales Engineer, Solution Engineer, or similar technical customer-facing role.
• Familiarity with technical integration, platform documentation, and product implementation processes.
Soft Skills & Attributes
• Excellent communication skills in English and Bahasa (oral and written).
• Highly organized, self-motivated, and able to work with minimal supervision.
• Pleasant personality and strong team player.
• Strong time management skills and problem-solving abilities.
• Candidate must be Malaysian.

4. Key Performance Indicators (KPIs)
• Successful delivery of technical solutions that meet customer requirements.
• Timely resolution of technical issues during project lifecycle.
• Accuracy and quality of technical documentation, proposals, and reports.
• Customer satisfaction and positive feedback on technical support.
• Effective collaboration with business development and product teams.

5. Working Conditions
• Office-based and field support for customer sites or pilot implementations.
• Frequent travel to client sites may be required.
• May involve extended hours depending on project or customer requirements.

Department: Project Management Office | Reporting To: Project Manager | Employment Type: Full-Time

1. Position Summary
The Project Engineer (Civil) is responsible for managing specific aspects of construction projects, ensuring that building works are executed according to technical designs, specifications, and project timelines. This role involves supervising contracted staff, liaising with clients and stakeholders, providing technical solutions on site, and ensuring compliance with health, safety, and sustainability standards. The position is ideal for recent graduates seeking practical, hands-on experience in civil engineering projects.

2. Key Responsibilities
A. Project Execution & Site Management
• Manage assigned sections of construction projects, ensuring timely and quality completion.
• Supervise building work and oversee the work of subcontractors and contracted staff.
• Conduct site surveys and set out project sites accurately.
• Check technical designs, drawings, and specifications to ensure correct implementation.
• Provide on-site technical advice and problem-solving support.
B. Project Coordination & Reporting
• Liaise with clients, quantity surveyors, subcontractors, and the overall Project Manager.
• Ensure project packages meet agreed specifications, budgets, and timelines.
• Prepare detailed site reports, daily logs, and project documentation.
• Coordinate with quantity surveyors regarding ordering and pricing of materials.
C. Compliance & Safety
• Ensure all project activities comply with health, safety, and environmental regulations.
• Adhere to sustainability policies and ensure safe working practices on site.
• Report any potential risks or issues promptly to the Project Manager.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s Degree in Civil Engineering.
• Fresh graduates are encouraged to apply.
Experience
• Minimum 6 months of practical working experience in civil engineering or construction projects.
• Prior experience in site management, surveying, or construction supervision is an advantage.
Technical Competencies
• Basic knowledge of technical drawings, project specifications, and civil engineering standards.
• Ability to identify, evaluate, and implement solutions to on-site problems.
• Strong attention to detail with the ability to ensure work quality and compliance.
Soft Skills & Attributes
• Ability to work independently with minimal supervision.
• Strong communication, teamwork, and interpersonal skills.
• Willingness to travel for site visits, especially to rural or remote locations.
• Immediate availability is preferred.

4. Key Performance Indicators (KPIs)
• Timely completion of assigned project tasks and milestones.
• Accuracy and quality of construction work and technical compliance.
• Proper documentation, reporting, and site logs.
• Effective coordination with subcontractors, clients, and internal teams.
• Adherence to health, safety, and sustainability requirements.

5. Working Conditions
• Work involves a combination of office and on-site activities.
• Frequent travel to construction sites and remote locations may be required.
• May require extended hours based on project schedules or operational demands.

Department: Business Strategy & Development | Reporting To: Head of Business Strategy & Development | Employment Type: Full-Time

1. Position Summary
The Sales & Marketing Executive is responsible for generating new business opportunities, building strong customer relationships, and achieving sales targets in alignment with the company’s marketing strategy. This role involves prospecting, negotiating, closing deals, and promoting the company’s telecommunication and cloud-based products and services to commercial clients.

2. Key Responsibilities
A. Sales & Business Development
• Generate new sales leads and proactively identify business opportunities.
• Prospect, negotiate, and close sales deals with commercial customers through solution-selling techniques.
• Maintain and nurture relationships with new and existing clients.
• Conduct site visits to evaluate customer needs and promote products and services.
• Prepare and deliver persuasive sales presentations, product demonstrations, and technical explanations.
B. Marketing & Campaign Management
• Initiate and execute sales campaigns according to marketing plan guidelines.
• Emphasize product features and benefits based on customer needs and technical knowledge.
• Collaborate with internal teams to ensure smooth contract execution, installation, and customer onboarding.
• Continuously update knowledge on new and existing products, services, and industry trends.
C. Reporting & Documentation
• Maintain accurate sales records, reports, and customer information.
• Monitor sales performance against targets and provide regular updates to management.
• Negotiate prices, terms, and service agreements in line with company policy.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s Degree or higher.
• Knowledge in cloud computing and telecommunications is an advantage.
Experience
• Minimum 1 year of sales experience, preferably in technology, telecommunication, or related sectors.
Technical & Professional Skills
• Knowledge of sales and marketing principles and methods:
o Prospecting, negotiation, and closing techniques
o Product demonstrations and presentations
o Marketing strategies and sales control systems
• Strong problem-solving skills and ability to implement practical solutions.
Soft Skills & Attributes
• Ability to work independently with minimal supervision.
• Excellent communication, interpersonal, and negotiation skills.
• Willingness to travel for client visits, including rural or remote areas.
• Immediate availability is preferred.

4. Key Performance Indicators (KPIs)
• Achievement of individual and team sales targets.
• Number of new leads generated and successfully converted.
• Customer satisfaction and retention.
• Timely submission of sales reports and accurate documentation.
• Successful execution of marketing campaigns and promotional initiatives.

5. Working Conditions
• Office-based with frequent field visits to client sites.
• Travel required for client meetings, product demonstrations, and regional campaigns.
• May involve extended hours to meet sales targets and project deadlines.

Department: IT Service Operation | Reporting To: Head of IT Service Operation | Employment Type: Full-Time

1. Position Summary
The Customer Support Service Executive is responsible for delivering high-quality support to customers via chat, email, and phone. This role involves diagnosing system errors, resolving customer issues efficiently, and ensuring customer satisfaction while adhering to company policies and service standards. The position requires working in 24/7 shift rotations, including nights, weekends, and public holidays.

2. Key Responsibilities
A. Customer Support & Issue Resolution
• Respond promptly to customer queries through chat, email, and phone.
• Identify customer issues, assess their technical knowledge, and communicate solutions effectively.
• Diagnose system errors, troubleshoot problems, and provide timely resolutions.
• Follow up with customers to ensure complete resolution of issues.
• Request feedback and monitor communications to improve training and service methods.
B. Reporting & Analysis
• Run reports to identify common complaints and recurring problems.
• Provide insights and recommendations to improve processes, training, and customer experience.
C. Operational Tasks
• Perform register stamping at the LHDN website, including assessment and payment system tasks.
• Work independently with minimal supervision while maintaining high service standards.
• Participate in shift rotations, including nights, weekends, and public holidays (24x7x365).

3. Qualifications and Requirements:
Academic Background
• Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5.
Experience
• Minimum 6 months of working experience in a customer support or related role.
Technical & Soft Skills
• Good communication skills in English and Bahasa Malaysia.
• Ability to troubleshoot technical issues and explain solutions clearly.
• Strong interpersonal skills with a customer-focused approach.
• Ability to work independently and handle multiple customer issues simultaneously.
Other Requirements
• Willingness and availability to work in 24/7 shift rotations.
• Immediate availability preferred.

4. Key Performance Indicators (KPIs)
• Customer satisfaction ratings and positive feedback.
• Average response and resolution time.
• Accuracy of issue diagnosis and resolution.
• Compliance with shift schedules and operational protocols.
• Contribution to process improvements based on analysis of common complaints.

5. Working Conditions
• Office-based with requirement to work on shifts (including nights, weekends, and public holidays).
• May involve handling high volumes of customer queries.
• Use of company systems, tools, and websites for service operations.