To reinforce the Information Technology (IT) strategy and support model to provide centralised and consistent support levels and mechanisms ensuring satisfactory IT support, smooth IT project rollout and effective use of IT within the region.
Responsibilities:
Drive Continuous Improvement of IT Support
- Provide 2nd level IT support in line with the direction from Head Office
- Process relevant IT related service requests in a timely manner in accordance with the purpose of the role
- Provide input into change and release management such as rollout planning, impact assessment of applications and infrastructure changes and quality assurance
- Provide a bridge between local business units and Hong Kong IT on a regular basis for relevant incidents, service requests and change requests activities
- Monitor the region’s overall IT support performance levels and consolidate end user feedback on IT support on a monthly basis
- Identify and drive implementation of improvement opportunities, including improvement of policy, processes, procedures and guidelines, to raise the region’s overall IT support performance levels
- Ensure compliance to corporate IT standards and policies to enable consistent IT support and security as well as reduce IT costs and risks
- Review and report on IT performance ensuring that issues are resolved, and that the risks are adequately understood and addressed
- Identify ways to improve the region’s operation through the deployment of IT and provide relevant input to IT Head Office teams
Project Support
- Assist with major project rollouts affecting the region, including collating relevant local information, by working with relevant Project teams and key stakeholders
- Assist with new port office set up and/or office relocations in conjunction with the Head Office team as required
- Manage any new business requirements by working with the appropriate IT solution centre teams to capture, prioritise and fulfil the requirements, including the establishment of new Outports, relocation, remediation or other changes
- Collate relevant local information in the region and provide input to IT Project teams to facilitate project planning and implementation as and when required
- To undertake ad-hoc projects as and when required
Vendor Management
- Manage third party vendors providing support to the region in terms of coordination, performance to contract and cost
Business Liaison
- Champion the “voice of the customer” within IT
- Provide regular two-way communication between Outport and Hong Kong operational and project delivery teams
- Ensure that the Regional General Manager, Country Manager and IT Infrastructure and Operations leadership team are promptly notified of any major issues
E&A
Emergency and Accident and Crisis Response responsibilities as required
Requirements:
Academic Qualifications
- A Bachelor’s degree in any disciple with Computer Science being preferred
- CCNA, MCSE, PMP certification is an advantage
Knowledge, Skills, Training and Experience
- Minimum of 5 years working experience in an IT support role
- Demonstrably excellent working knowledge of networks
- Technically competent to be able to provide 2nd level support specifically workplace network and telephony in a remote location
- Fluency in written and verbal English, with the local language being an advantage
- Ability to work independently with minimum supervision and achieve deadlines
- Action oriented and ability to work with limited resources to achieve department and company goals
- Deploys strong interpersonal skills with all levels within the organisation
- Ability to be creative and innovative to improve current work practices and implement new ideas
- Understanding of finance and its application to providing IT services
- Experience in management of third party vendors
- Ability to adapt and embrace constant change
