Responsibilities: - Maintain the quality of Cloud services provided by Outsource Partner - Maintain good IT processes for Cloud services related incidents with Outsource Partner - Evaluate monthly status and capacity reports provided by Outsource Partner and follow up on corrective action where needed. Responsibilities - To support the China business on IT matters by facilitating follow up on design, implementation, and enhancements of cloud infrastructure with key IT suppliers - To support keeping business running by maintaining high availability for all Cloud services by managing the outsourcing partner through effective use of all ITIL processes and operational reviews. - To follow up on operational services from restoration, performance improvement and new services delivery to our internal IT consumers. - To keep users informed of disruptions agreed Cloud service levels which affect business operations & distribute regular reports & information on GD activities & performance. - To evaluate and improve processes and procedures relating to Cloud Operations - To support & follow up on the rollout of service changes requests - Technical/Commercial review of Service Purchase Orders & billable changes (Demand process) SW license management for CDT solutions - To review & maintain the Reference Architecture Documents - To advise capacity optimization opportunities. - Collaborate with IT solution teams to support Cloud-based applications and services. - To maintain supported Software versions and advice application owners timely on recommended Software upgrades to maintain supportability. - To maintain operational ownership for Cloud infrastructure including AWS & ALI Cloud. - Develop and maintain documentation for cloud operations.
Qualifications: - Bachelors and/or master’s degree in computer science, Information Systems, or equivalent experience - Minimum 5 years’ experience in cloud infrastructure management - Good experience of managing & working at Service Level Agreements (SLAs) - Cross-functional exposure (ideally service, manufacturing, engineering, purchasing, IS installation etc.) - Experience of leading & managing a customer service team, both directly & remotely - Proven ability to manage service improvement projects on time, within budget & with desired outcome (ROI) - Strong knowledge of cloud platforms (e.g., AWS, ALI, Azure) - Strong Project Management skills - Excellent problem-solving and troubleshooting skills - Strong Incident & Problem analysis skills - Familiarity with security best practices and compliance standards - Passion for continuous improvement - Proven ability to work in a virtual, cross-cultural environment with numerous stakeholders - Excellent written and oral communication skills - Ability to understand "the big picture" and to learn quickly - Ability to work independently without need for daily guidance. - Fluent English (verbal & written)
