Job Description

1. Reporting structures Responsibility

1.1. Responsible to manage, control and update Microsoft Issue Register (MIR) as per L1 and L2 data input and feedback

1.2. Responsible to regulate MIR reporting statement

1.3. Responsible to educate L1 and L2 in MIR reporting with regulated statement to be followed

1.4. To conduct MIR meeting on Tuesday and Friday in weekly basis with internal team L1 to L2

1.5. To conduct MIR meeting on Monday in bi-weekly basis with end user IT and Ops

1.6. Responsible to generate Monthly Availability Report (AR) and update accordingly.

1.7. Submits month-end Availability Report (AR) in Microsoft Power Point to Sensetime for review and comments on Tuesday of the new beginning months calendar.

1.8. Presenting monthly Availability Report (AR) in Microsoft Power Point (ppt) to end user IT and Ops for review and comments.

1.9. Submit final version of the AR to Sensetime for review and comments before SC meeting. Sensetime representative will presenting in SC meeting with Service Manager assistance.

2. Service workflow

2.1. Responsible to manage and control L1 daily operation

2.2. Responsible for L1 team management.

2.3. Maintain high performing service support functions including IT Service Desk, MIR, etc.

2.4. Responsible for the Incident, Request, Change and Escalation processes related to L1 team, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

2.5. Responsible to enhance work support and maintenance levels.

2.6. Accountable to SLA compliance

2.7. Escalation point of contact to end user and Sensetime. Ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

2.8. Drive internal and third party service review meetings covering performance, service improvements, quality and processes

2.9. Continuous training delivery to ensure team members have responsible maintenance skills.

2.10. Comply to end users work safety and regulation

2.11. Responsible to stock inventory management

Qualifications:

1. Bachelors degree or above

2. 5 years and above large-scale system operation or maintenance management experience.

3. Experienced service management or project management skill.

4. Expert knowledge of ITIL disciplines

5. Excellent leadership and people management skills, and excellent written and verbal communication skills.

6. Able to work under pressure and meet deadlines

7. Experience of managing 3rd parties and 3rd party delivered services is a plus

8. Candidate who can speak Chinese is preferred.