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Helpdesk / Solution Center Manager, Asia Pacific

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Date: Jul 20, 2021

Location: Pudong New District, SH, CN, 201204 Jurong, SG, 609032

Company: Lubrizol Corporation

Accountabilities:
The Resional Solutions Center Manager is responsible for the day to day operation of the regional solutions centers across APAC region including China, South Krorea, Japan, Malaysia, Singapore, Indonesia and Australia.


Responsibilities:

  • Drive global solutions center strategies regionally.
  • Develop and drive aligned functional strategies regionally. 
  • Promote the IS Identity, feedback and coaching culture.
  • Hire, develop and retain local staff (including contractors) to ensure the service level meeting expectations and standard processes and procedures being well followed in the region. 
  • Coordinate business requirements within function and with other IS groups as necessary.
  • Manage project requirements and needs of solutions center, local infrastructure functions and project team members.
  • Manage local contractor budget according to requirements.
  • Coordination of new hire orientations and training (both IS and business).
  • Track tickets across region to ensure they are handled, resolved, updated and closed appropriately.
  • Report operational metrics monthly. 
  • Provide updates to global/regional manager(s) on issues or concerns.
  • Promote the use of all ITSM processes in region including but not limited to the following:
    • Incident Management, Knowledge Management, Problem Management, Change Management, Configuration Management, Service Catalog (SCO). 
  • Be proactive and recognize gaps in processes, procedures, functions and take responsibility and accountability to address.
  • Responsible for coordinating IT service management processes in region, including the Major Incident Process ownership.
  • Engage the Problem Management team on possible problems that could impact service levels.
  • Provide support as needed to maintain service levels.


Recommended Qualifications:

  • Bachelor degree with major in Computer Science or other IT related majors.
  • 3-5 years+ working experience in IT, with at least 3 years dedicated experience in IT helpdesk related role.
  • Demonstrates a "can-do" spirit, a sense of optimism, ownership, and commitment.
  • Have excellent communication skills, both oral and written.
  • Have the ability to handle multiple tasks and manage multiple projects and priorities.
  • Have the ability to deal with individuals at all organizational levels, both international and domestic.
  • Demonstrate the ability to follow stated policies and practices and enforce them.
  • Have the ability to work well and make a positive contribution in a team environment.
  • Have the ability to adapt to a changing environment.
  • Identify and seek out opportunities for continuous improvement.
  • Prepare reports, documentation, and other written information thoroughly and completely.
  • Analyze problems and issues from different points of view in an effort to resolve them quickly. 
  • Have the ability to use all available resources to resolve or anticipate problems and be able to use that information to create or update processes, procedures, and resolutions.
  • Have the ability to work independently. Require minimal supervision.
  • Have basic knowledge of IT systems and functions.
  • Able to travel as per business needs.
     


Job Segment: Information Systems, Computer Science, Manager, Change Management, Information Technology, Technology, Management