Nasstar

Cloud-based IT solutions & modernization partner

Cease Engineer

IT OperationsUpdated on Nov 13

Full-timeCyberjaya, Selangor, MalaysiaNo salary listedHybrid

About the Job

Requirements

A diploma or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Ability to work under pressure, especially during critical issues.
Previous experience with client network cancellation, including circuits, routers, lines, firewalls, or broadband.
Ability to manage one's own workload.
Experience working for a Managed Service Provider (MSP).
Experience using an IT service management toolset, ideally ServiceNow.
Awareness of IT systems such as servers, network connectivity, cloud platforms such as AWS, Azure, or O365, and software licensing.
Knowledge of ITIL processes and frameworks.
Understanding of cybersecurity principles and data protection regulations.

Responsibilities

Follow documented connectivity cease processes to complete ceases on time, remove internal costs, stop customer billing, and avoid ceases in error.
Act as the primary point of contact during the cease process, collaborating with clients and internal teams.
Manage and complete cease requests using ServiceNow, ensuring tickets are handled promptly, notes are added, and customers are updated.
Validate customer termination dates and early termination fees to protect revenue and reduce churn costs.
Raise tickets with internal teams to complete cease actions when required.
Support customer connectivity offboarding projects.
Maintain in-depth connectivity cease processes for the team, ensuring ceases are performed correctly and associated costs are removed.
Support training team members on connectivity cease processes and inform the team of process changes.
Raise and follow up on internal and vendor escalations to resolve cease issues.
Identify and raise ServiceNow enhancements and bugs to improve the raising and management of ceases.
Collaborate with stakeholders to assess and document the operational and service impact of ceasing specific technologies, such as SMPF, WLR, and PSTN.
Work with the Software Development Team to identify issues affecting cease automation and suggest improvements to reduce manual processes and remove costs quickly.
Maintain detailed documentation of connectivity cease processes and ensure they are up to date and regularly reviewed.
Work with account managers, service desk teams, and project managers to provide updates on cease activities when required.

A Cease Engineer plays a crucial role in facilitating the smooth transition of IT services, systems, and resources when a client is ending an IT service agreement. This position ensures that cease & offboarding processes comply with agreements, security protocols, and industry best practices while minimizing service disruptions. This role will focus on the identification, improvement and resolution of gaps in the ceasing process to ensure that ceases are completed correctly and all associated costs removed. The role act as a technical cease escalation point for technical queries and investigation of issues.

Cease & Offboarding

Follow the documented connectivity cease processes to ensure that all ceases are completed on time, internal costs removed and customer billing stopped, with no ceases in error.
Act as the primary point of contact during the cease process, collaborating with clients and internal teams.
Manage and complete cease requests using Service Now, ensuring that tickets are managed in a timely manner, ticket notes added and customers are updated on their cease request.
Validate customer termination dates and early termination fees to protect revenue and reduce churn costs.
Raise tickets with internal teams to complete cease actions where required.
Support customer connectivity offboarding projects.

Cease Process Improvements

Maintain in-depth cease connectivity processes for the team to follow, ensuring that ceases are performed correctly to remove all associated costs.
Support the training of connectivity cease processes for Cease team members to ensure that processes are performed to the same consistent high standards. Ensure the team are aware of any changes in process.
Raise and follow-up on internal and vendor escalations where support is needed to resolve a cease issue
Identify and raise ServiceNow enhancements and bugs to improve the raising and management of ceases
Collaborate with stakeholders to assess and document the impact of ceasing specific technologies on operations and services e.g. SMPF, WLR, PSTN
Work with the Software Development Team to identify issues that are impacting the automation of ceases and suggest improvements to reduce manual processes and remove all costs quickly.

Documentation

Maintain detailed documentation of the connectivity cease processes.
Ensure that connectivity cease processes are up to date and regularly reviewed.

Support & Continuous

Work closely with account managers, service desk teams, and project managers to provide updates on cease activities where required.

Expected Skills

Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Working under pressure, especially when a critical issue has occurred.
Previous experience with client network cancellation (Circuits, Routers, Lines, Firewalls, Broadband etc.
Managing your own workload.
Working for a Managed Service Provider (MSP)
Experience with the use of an ITSM toolset (ideally ServiceNow)
Excellent communication and customer service skills to work effectively with clients.
Strong organizational skills and attention to detail.
Problem-solving mindset with the ability to handle high-pressure situations whilst maintaining attention to detail.
Team-oriented with the ability to collaborate across multiple departments.
Awareness IT systems such as servers, networks connectivity, cloud platforms (e.g., AWS, Azure, O365), and Software licensing.
Knowledge of ITIL processes and frameworks.
Understanding of cybersecurity principles and data protection regulations.

About the Company

Nasstar

Cloud-based IT solutions & modernization partner

Nasstar provides cloud-based IT solutions that help businesses transform through cloud technologies, offering services like cloud optimization, application modernization, connectivity, and collaboration tools through consulting, managed services, and long-term support. It works by partnering with AWS and Microsoft and deploying a team of integrators, technical specialists, and strategic advisors to assess, design, implement, and continuously support cloud environments and applications. Its differentiators include high-level partnerships (AWS Premier, Microsoft Partner), a comprehensive end-to-end service package, and a focus on long-term transformation and ongoing support. The goal is to help businesses simplify IT, improve efficiency and productivity, and enable continuous transformation with scalable cloud solutions.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Wakefield, United Kingdom
Founded: 1998

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