Job Description

Act as the primary contact for all IT Operations in the Greater China Region.

Team Leadership

• Lead and mentor a team of IT support specialists and partners within the GCR.
• Delegate tasks and ensure team members achieve performance goals.
• Conduct regular meetings to review progress and address challenges.

Incident and Request Management

• Oversee the incident management process, ensuring incidents are logged, prioritized, and resolved within agreed timelines.
• Ensure the smooth operation of end-user devices, IT systems, and networks, responding swiftly to remediate issues.
• Conduct root cause analysis for major incidents and implement corrective measures.

On-Site and Remote Support

• Ensure regular on-site and remote support for various locations in the GCR.
• Provide assistance to other regions in the APAC as needed.

Business Partnership

• Foster collaboration between IT and business departments to enhance user experience.
• Work closely with the regional IT team and global IT department on operational topics, reporting, and project tasks.

Project Participation

• Engage in projects requiring IT coordination, such as boutique openings, office renovations/relocations, infrastructure projects, and event IT setup and support.
• Manage team members' project-related tasks.

Point of Contact

• Serve as the primary point of contact for all IT operations in the GCR, supporting end users, partners, and IT colleagues from HQ and APAC.

General IT Administration

• Actively monitor IT services to identify technological incidents and collaborate with the Regional and Global IT teams.
• Ensure proper administration of users and devices.
• Manage the IT budget, procurement, and inventory.

IT Documentation and Processes

• Maintain comprehensive IT documentation.
• Oversee IT contracts and terms with vendors.
• Provide feedback on policies and procedures related to IT processes.
• Update and maintain project documents for all involved projects.

Reporting and Improvement

• Generate regular reports on incident and request management performance.
• Analyze data to identify trends and areas for improvement.
• Present findings to senior management and recommend actions.

Note: This description is subject to change as deemed necessary by management.

Qualifications

• Minimum of 3 years of relevant experience in similar roles.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical capabilities.
• Exceptional communication and interpersonal skills (diplomatic and mediatory).
• Ability to thrive in an Agile, dynamic environment.
• Proficient in managing Microsoft and Apple mobile end-user environments.
• Familiarity with Cisco switches, Wi-Fi, and Fortigate firewalls.
• Willingness to travel throughout the GCR as needed.
• ITIL v4 certification.
• Experience managing retail and office projects or similar.
• Flexibility in working hours.
• Fluent in written and spoken English; proficiency in Mandarin is a plus.

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