Detail

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.

Employer questions

Your application will include the following questions: