Responsibilities

• Oversee all IT services for tenants and clients.
• Manage IT service processes, ensuring SLA compliance and minimizing business impact from incidents.
• Act as change manager to mitigate risks related to infrastructure changes.
• Establish and manage support services for assigned platforms.
• Ensure daily IT operations meet best practices and operational KPIs.
• Implement and promote ITIL processes among IT and outsourced teams.
• Maintain up-to-date documentation for outsourcing operations according to standards.
• Collaborate with teams to deliver effective IT services.
• Ensure outsourced providers accurately track and record incidents.
• Improve resolution of recurring issues through automation.
• Communicate with users during significant incidents and escalate critical issues to management.
• Oversee infrastructure changes, ensuring proper approvals per ITIL processes.
• Facilitate Change Management meetings as needed.
• Perform other duties as assigned by management.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related discipline.
• Minimum 8 years of relevant IT experience with a focus on quality service delivery.
• Experience in implementing ITIL processes or ITIL certification is a plus.
• Knowledge of data center operations, including networks, servers, storage, and disaster recovery. Familiarity with Microsoft, Cisco, VMware, and enterprise SAN technologies is required.
• Strong stakeholder management skills, engaging effectively with vendors and teams.
• Service-oriented with excellent problem-solving and communication skills.
• Proficient in business-level Chinese and English, both written and spoken.