Experience:
1. At least 10 years of experiences in leading and managing a team.
2. Strong background of proven success in IT field services required.
3. Previous management experience of 1st and 2nd level desktop / network support team preferred.
4. Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support.
5. Should be well versed in Meeting SLAs / Escalation Management and Customer Stakeholder Management.
Language Requirement:
Languages Bilingual - Fluent in both Mandarin and English
Skills:
1. Experience in Managing teams across locations
2. Should have experience in managing the vendors /partners
3. Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customer’s organization.
4. Hands on experience In Staging and Kitting end user devices and troubleshooting
5. Understand solution, scope, SLA and RLS
6. Complete ownership Delivery governance to achieve SLA and timely ticket resolution and proper updates
7. Customer handling Skills
8. Ability to Track and prepare and report on the Operational Metrics and Performance
9. Complete technical Screening (Internal & External) for fitment
10. Ensure that the Services are provided as per the contract
11. Perform ticket analysis to identify repetitive tickets, projection, trends & priority. Identify top call contributors
12. Hands-on involvement in BAU operation should there be a delay in BAU SME on-boarding or until the completion of their on-boarding.
13. Should have experience in Managing escalations
Certifications:
ITIL Foundations, Industry standard technical certifications.