Job Purpose:

The job holder is accountable to lead and motivate a team of professionals providing 24 x 7 technical support service to customers, maintain the network & system and services stability within all our Data Centers in HK and ensure the technical team is continuously operating with maximum efficiency and meeting our customer SLAs.

Job Responsibilities:

Operation Management

1. Responsible for 24 x 7 Technical Support Team with maximum efficiency to ensure continuous availability and high stability

2. Resolve daily operation / incident / services issues and perform remedial actions

3. Coordination with carriers, vendors & Internal department to ensure problems are solved within the defined SLAs

4. Responsible for overseeing the operation and support service including system management and monitoring, tickets updating, handling user technical enquiries and communicating user needs with related parties with considerations of operational risk

5. Monitor the planned activities, outage control, alarm monitoring and performance of data center network

Policy & Procedures

1. Establish and maintain operating and emergency procedure to standardize front line operation in maximize operation efficiency across all our sites

2. Provide continuous recommendation to improve the efficiency for operation process

People Management

1. Develop and manage Knowledge-Base for day-to-day operation and transfer skills to the team in a timely manner.

2. Motivates, coaches and assists team members to accomplish goals.

Job Requirements

- Degree in Computer Studies, Information/Electronics Engineering or related discipline.

- Minimum 5 years relevant experience in IT service provider / Telecom or Internet industry with 2 years or above in supervising Support or Helpdesk Team

- Hands-on experience on ISO9001 and ISO 27001 is preferred.

- Hands-on experience on Intel-base, Linux, email system and various Industrial network equipment, such as Cisco, Juniper, Fortigate, Trend Mirco, etc."

- MCP / MCSE / CCNA / CCNP certificated holders preferred.

- Understanding of LAN / WAN, TCP/IP networking, DNS, VPN, firewall router and switch.

- Web hosting, domain name, email system and alarm monitoring/NOC is preferred

- Good command of spoken and written English and Chinese, Putonghua is an advantage

Fringe Benefits:

• 16 days Annual Leave
• Performance Bonus
• 14 weeks full-paid maternity leave
• Paternity Leave
• Birthday Leave
• Medical & Dental Benefits

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