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Is this your next challenge?
The challenge is to:
• Manage and resolve IT incidents, problems, and service requests in a timely and effective manner, ensuring minimal business disruption and adherence to service standards.
• Partner with business and technology teams to identify and implement solutions that enhance operational efficiency, system reliability, security, and user experience.
• Monitor IT service performance against SLAs and KPIs, provide regular reporting, and drive continuous service improvements to optimize system stability and user satisfaction.
• Provide clear, proactive communication to stakeholders, including senior management (Directors and C-level), throughout incident lifecycles, ensuring transparency on status, impact, and resolution.
• Manage relationships with vendors and internal teams, including participation in RFP processes, contract negotiation, SLA governance, and issue resolution for third-party services. Regular update/upgrade in POS/PC image and SOP. Verify setting from vendor during IMAC job/HDD replacement.
• Lead the testing and quality assurance of new equipment and system implementations, ensuring all solutions meet business requirements and operational standards before rollout, with proper validation, defect management
• Oversee service-related IT projects and operations, including IT procurement, asset lifecycle management, budgeting, and vendor coordination to ensure effective service delivery.
• Provide monitoring and operational support for enterprise systems, including conducting post-maintenance or post-patching validation checks to ensure system stability and performance. Respond to and manage user ad-hoc requests, including system configuration updates, data maintenance, and operational support activities.
Do you have experience in Technology Service?
• Degree in Information Technology or related discipline.
• Minimum 5 years of relevant retail IT support or service management experience, with hands-on knowledge in enterprise support environments.
• Solid understanding of change management, incident management, and vendor management
• Experience in IT support, system administration, networking, and end-user support operations.
• Strong communication, problem-solving with good command of both spoken and written English and Chinese (Cantonese and Mandarin).
• Experience communicating effectively with C-level executives, ensuring technical information is conveyed clearly and professionally.
• Patient and approachable when assisting non-technical users.
• Detail-oriented with a proactive mindset.
• Team player with willingness to learn and adapt.
