Service Engineer

Job Details:

-         Lead teams to effective service delivery based on ITIL process framework

-         Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.

-         Interact with multiple customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs

-         Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed

-         Proactively drive the resolution of incidents, planned/unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.

-         Prepare regular operation report on overall platform status (including capacity, performance, service level & etc.).

Requirement:

-         Degree in Information Technology or related discipline

-         At least 8+ years of relevant experience and 5 years are managerial

-         Experience in change, incident, problem and vendor management

-         Experience in IT support, end user support, system administration and networking

-         Experienced in IT service management such as ITILv4 framework.

-         Knowledge of store support and deskside would be a definite advantage.

-         Holder of ITIL certifications is must.

-         Able to build strong relationships with people at all levels in the organization

-         Good analytical, persuasive, influential and problem-solving skills

-         Strong communication skills in both written and spoken Chinese and English