Detail

Duties

Coordinate cross-functional teams including service desk, infrastructure, vendors, and business users to ensure smooth IT service delivery.
Lead and manage daily IT operations based on ITIL best practices, ensuring services meet agreed SLAs and business expectations.
Handle incidents, changes, problems, and escalations proactively to minimize service disruption and improve operational efficiency.
Build strong relationships with clients and internal stakeholders, providing responsive and high-quality support services.
Prepare regular operational and performance reports covering service levels, system performance, capacity, and ongoing improvement initiatives.

Requirements

Degree in Information Technology or related discipline; fresh graduates with strong background are also welcome for junior position.
Minimum 5 years of relevant IT support or service management experience for managerial level, with hands-on knowledge in enterprise support environments.
Solid understanding of ITIL framework, change management, incident management, and vendor management; ITIL certification is must.
Experience in IT support, system administration, networking, and end-user support operations.
Strong communication, problem-solving with good command of both spoken and written English and Chinese.