IT Sub Regional Lead – Asia & Oceania

Deskripsi Pekerjaan

Position OverviewAs part of the Site Technology Servicing team, we provide onsite IT technical support to all Client Offices / Plants / Labs within our scope, which includes all users and onsite hardware within the locations described within the job description.

As Sub Regional Lead you will Lead all technicians within your sub regional cluster, including Australia, New Zealand, Indonesia, Japan and South Korea, Philippines, Thailand, Singapore

·       Team Lead - Support / coordinate / develop and coach team members, to enable high performing, results driven IT teams with customer first mindset.

·       Onsite User & Visitor support - Provide customer service when working and coordinating Infrastructure and Application Incidents, Requests, Changes and Services, whilst maintaining the right balance between customer service and operational excellence.

·       Project Co-ordination - Participate in and/or project manage global, regional, or local pilot and roll-out projects as initiated by the global IT organization.

·       Asset / Stock / E-Waste management - Manage the procurement and deployment of new, and the decommissioning of old computer hardware, software and local infrastructure as well as an accurate maintenance of stock levels in the locations of your remit.

·       Onsite Training / User Education – Conduct local training sessions and weekly workshop reviews with global IT teams, global STS teams and the business. To drive service improvements through user training, automation and communication.

·       Local Vendor Co-ordination – Cooperate / Manage 3rd party IT vendor to provide service in assigned area.

·       VC / Conference room support - Support the online and offline conference applications to ensure the conference and activities running.

·       Onboarding / Offboarding new techs – Onboarding preparation including Lap-top/System access setting for new joiner, offboarding equipment handover and access deactivation completion.

·       EUC – End user computing. Provide support to end user according to business requirement, based on workload and business needs but mainly coordinate daily activities, managing service queues, contact and coordination with IT service partners.

·       ITIL / Ticket / Queue management – Responsible for ITIL /Ticket which have been assigned to a Site Tech within your remit, whilst maintaining the right balance between customer service and operational excellence

Job Requirements

Required Skills

·       Client-focused and an exceptional customer service mindset with proven ability to respond quickly to customer needs.

·       Good communication and negotiation skills.

·       Strong English language skills. Good verbal and written English communication skills.

·       Strong teamwork and interpersonal skills.

·       Strong leadership and coaching skills.

·       Strong business management & relationship building skills.

Required Experience

·       9+ Years’ experience leading and supporting teams and users within site technology servicing / Infrastructure / End Users Services environment.

·       Experienced in supporting an international company with a large-scale Workstation, Tablet and Smartphone environment, with Wireless, LAN, WAN technology, SD Wan and Server infrastructure (MDF/IDF).

·       Project management / Coordination experience – (ITIL/Agile & Scrum).

·       Vendor management / coordination.

Preferred Experience

·       Knowledge in a variety of IT technologies including but not limited to desktops/operating systems (XP, Win7, Win8, Win10, Win 11 and Apple MAC), LAN, Remote VPN connectivity, MS O365, server technology, business applications systems (SAP), iOS and Android mobile devices.

·       Automation technologies.

·       Manufacturing technologies.

·       Agile & Scrum methodology

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