Technical Support Manager recruitment
Summary:
Our client is seeking a high calibre Technical Support Manager to lead and manage a team of IT professionals (or service providers where outsourced) to perform technical support and maintenance to all business systems and I.T. infrastructure to ensure release management, service transition, service request and proactive maintenance of enhancements and new systems are delivered according to the agreed service levels, and incidents/problems are resolved in the shortest timeframe.
Responsibilities:
- Lead and drive the outsourcing of application support and maintenance, with collaboration from Supplier Management team, Development team and Purchasing Department.
- Manage the Technical Support team and ensure that the team is always adequately resourced and able to effectively deal with business demand.
- Perform vendor management to ensure vendors provide application maintenance (AM), out port break-and-fix service for desktop and server, level 2 and 3 incident management according to agreed SLA.
- Ensure all enhancements and new systems of applications and infrastructure are delivered through release management and service transition.
- Manage provision of support, fix and maintain infrastructure services for “out ports” within the agreed SLA.
- Manage service request fulfilment of infrastructure for Hong Kong and outports. The service includes installation, decommissioning, capacity sizing and performance fine tuning.
- Oversee the implementation of vendors fix and patches into production environment and ensure Portfolio and Development team are well aware of changes.
- Develop, motivate and retain a competent, efficient, services oriented and multiskilled professional IT workforce with the target to excel the departmental focused solution groups’ expectation in support services.
- Execute release management, deployment management, service transition to facilitate the implementation of application enhancements and bug fixes.
- Manage the team to provide and co-ordinate second and third level support for applications and infrastructure incidents.
- Manage the budget of Technical Support Team.
- Keep abreast of the latest trends in technology, ensure timely exploration and proactively communicate IM’s position towards the introduction of relevant / key emerging technologies.
- Manage, develop and build a skilled, motivated and cohesive team by coaching, motivation, and career planning and development program.
Requirements
- 10 years experience in IT, with at least 4 years in management role
- Proven experience in end to end operational service delivery, vendor management, application and infrastructure support and maintenance
- Excellent leadership and interpersonal skills
- Excellent influencing and communications skills
- Tertiary qualifications are essential, preferably IT and/or business at a postgraduate level
- Excellent people leadership with strong coaching skills
- Experience developing and negotiating service level agreements
- Proven ability in driving change to effect substantial efficiency and effectiveness gains
- Proven ability to effectively manage relationships by facilitating and influencing decision making
- Sound and practical experience in Information Technology Infrastructure Library (ITIL) processes/practice adoption is a MUST.
Interested candidates, please send your CV to Tara Mohamad at tara.mohamad@talent2.com quoting job reference number IT-TM-37592. For a more comprehensive list of current opportunities, please visit http://www.talent2.com
August 21, 2010
• Tags: Information Services careers in the Hong Kong SAR, Technical Support Manager recruitment • Posted in: Financial