岗位职责： - IT Operations and local Applications support setting up the new 1st Level Support Organization in China - Strong alignment and cooperation with the Regional IT Manager China as the Teamlead of the 1st Level Organization in China - Potential interaction with other regions for international collaboration and problem escalation (Oerlikon Regional IT Organization) - Expertise with IT Service Management and HelpDesk roles inside a corporate IT function - Manage the IT Field Support Team by contributing to recruitment, training and coaching of the employees, communicating job expectations and reviewing their performance - Responsible for managing the 1st Level Field Support Queue within the defined SLA - Build-up an efficient Team - Provide 1st Level IT Field Support for Oerlikon sites in China - Act as a single point of contact for incidents and requests of our IT end-users (Identify, log, categorize, prioritize, resolve and raise to the next support level if required) - Establish and maintain effective relationships with internal customers and stakeholders, improve customer satisfaction, provide a fast and proactive response to customer needs - Monitor the Incident flow, manage the Incident Lifecycle and produce management information, including KPIs and reports - Reporting of improvement potentials in the ITSM tool and processes - Identify problematic areas and implement effective solutions as per defined service level - Contribute to develop escalation and resolution procedures to ensure 1st Level performance and KPIs - Develop and maintain the incident management process and procedures - Produce appropriate management information to report incident management performance - Work with regional counterparts to handle Major Incidents within and across the regions. The goal is to quickly restore the IT service to our end users - Monitor effectiveness of incident management and make recommendations for improvement - Contribute to build-up knowledge base and support ITSM tool requirements - Building knowledge / training / knowledge transfer within the whole 1st Level China organization - Involved in project activities related to the function scope - Hands on for 2nd and 3rd Level activities - Classification / Assignment of task and tickets (Prioritization) / Managing the workload / Coordinate unresolved issues with the respective Support team(s) (all the unassigned incidents (older than 24 hours) will be assigned to an IT Agent by the respective Regional Incident Manager) - Monitoring the SLAs - Follow and apply Group IT policies for incident management, change requests and user authorizations management - Support IT/OT asset management and purchasing process - Promote Group IT standards and policies inside and outside IT dept.
任职要求： - Minimum 3 years of experience in IT support - Good Understanding of Incident Management tools - Ability to work and communicate at all levels of the organization - Ability to interact with an international, overseas IT organization - Team work oriented, be able to work in a global team, in a corporate environment - Ability to handle multiple demands and competing priorities - Excellent collaboration, interpersonal and customer service skills - Good team management skills - Fluency in English - Ability to work under pressure - Good understanding of IT Operations processes (asset management, IT equipment, identity management, cybersecurity), and Application Maintenance process - ITIL certification is a plus - Experience with SAP environment is a plus - Experience in supporting operational IT requirements - Vendor management, ability to handle software contracts and interactions with software providers - Good knowledge of IT hardware generally speaking (DELL clients, HP hardware, CISCO network devices) - Good knowledge of MS Client operating systems - Experience with Cloud services (Microsoft, AWS) and maintenance of Applications - Experience with Active Directory (users management, security groups, policies) - Familiarity with SQL, database management, network and IT Infrastructure topics - Experience with Jira software and workflows is a plus
