Functional Objective:
IT Support & Infrastructure Manager oversees a number of key functions within the IT department that enable the delivery of a high quality availability of systems to end users; and to work with the Service Desk Lead to ensure Service Support and Service Delivery processes are in place to meet business needs. The role encompasses the escalated service delivery and applications support team, which covers off all L3 support; system training; system patching; Active Directory management; procurement and configuration of hardware; and assistance with the testing of the DR protocol.
● Maintain high performing service support functions including an IT Service Desk, Desktop Support and VIP Support.
● Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
● Monitor all communications for each customer to assess operations within a timeframe.
● Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
● Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
● Maintain good working relationships with all service providers and vendors to ensure that services received meet expected requirements of the contract.
● Being the contact point and accountable to deploy group projects in Viet Nam.
● Responsible for recruiting, training, support & managing the IT Support Team, Infrastructure team and the Web development team.
● Develop and maintain Service Level KPI scorecards for the Operational Support Team & the Infrastructure team.
● As owner of the escalation process the Service Delivery Lead will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.
● Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
● Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
● Research new technology, new solutions to support business departments.
● Work in collaboration with internal and external and other business stakeholders to prepare and review all Service Level and Operation Metrics.
Report to: EVP of Marketing, Head of Technology
Key Responsibilities:
● Contribute to VN & Group infrastructure projects.
❖ 10% Behavior & Teamwork
● Willing to learn & change to adapt with the job.
● Organize to ensure projects are delivered on time.
● Ensure a healthy infrastructure, working services & smooth operations.
❖ 30% Project management
● Risk & Compliance: Do risk analysis, propose solutions & improvement. Ensure company policies, regulation & processes are well followed.
● Documentation & Change management.
❖ 40% Team management
❖ 10% Other tasks as per request of manager and company
● Friendly & supportive.
❖ 10% Innovation & Add value
● Oversee teams, ensure high performance, meet OKR/KPI and positive atmosphere in the teams,