Manager

Pacific Century CyberWorks Limited

Hong Kong

10-12 Years

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Posted 23 hours ago
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Job Description

Your role:

Responsible for the delivery of all Service Desk Support Services to customer according to the Service Level Agreement
Act as a single point of contact for tackling operational issues
Manage the service delivery team - recruits, hires, and develops the skills of support staff to perform their duties
Ensure customer satisfaction through efficient and effective approach
Oversee the daily operations of on-site team
Handle complaints and escalation
Review and streamline service delivery processes to be effective
Coach and motivate on-site staff to perform tasks, based on operational manual, procedure, and customer policies
Enforce the compliance of customer standard, culture and training
Conduct monthly report and service review, trend, and root cause analysis, identify and lead continuous improvement plan for the Client

To succeed this role:

Bachelor's Degree in information technology or relevant
ITIL Expert Certification is required
At least 10 years SDM role on Deskside / Infra. support
Good command of spoken and written English
A proactive self-starter with the ability to work as a team, independently and under pressure
Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities
Experience in using ServiceNow for reporting and analyses is a plus
Solid experience in managing large scale infrastructure, including Azure, SAN Storage, Network (SD WAN) and Security, O365 etc
Immediate available is highly preferred

More Info

Job Type:

Permanent Job

Industry:

Telecom /ISP

Function:

It Service Management

Employment Type:

Full time

About Company

Pacific Century CyberWorks LimitedJob Source: job.pccw.com

PCCW Limited is a Hong Kong-based information and communications technology company. The company is the majority owner of telecommunications company HKT Limited, and also holds a majority interest in Pacific Century Premium Developments Limited.

Job ID: 146148283

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