Operation Management
1. Deliver a technical support function that has 24x7 coverage and availability to ensure the smooth delivery of defined service KPI and committed service performance targets.
2. Build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
3. Provide tactical directions and guidance to subordinates to provide technical service for incident management, change management, event management and operational requests, etc.,
4. Identify Technical Operations issues and suggest alternatives or solutions to Manager for continuous improvement.
5. Participate in the continuing enhancement and development of the department to improve customer’s experience.

Policy & Procedures
1. Establish and maintenance all instructions, procedures and policy
2. Develop and manage Knowledge-Base for day-to-day operation and transfer skills to the team in a timely manner.

Others
1. Motivates, coaches and assists team members to accomplish goals.
2. Ensure SLA achievement
3. Understand detailed requirements and own your code from design, implementation, test and delivery of high-quality solutions to the company and our customer

1. Higher Diploma holder of IT/Computer or related subjects or equivalent qualification.
2. Minimum 5 years relevant experience in IT service provider / Telecom or Internet industry, with minimum 1 years' experience in supervising customer support functions
3. Hands-on experience on Intel-base, Linux, email system and various Industrial network equipment, such as Cisco, Juniper, Fortigate, Trend Mirco, etc.
4. MCSE / CCNA / CCNP certificated holders preferred.
5. Understanding of LAN / WAN, TCP/IP networking, DNS, VPN, firewall router and switch.
6. Web hosting, domain name, email system and alarm monitoring/NOC is preferred
7. Experience with ServiceNow app development and management
8. Understand the business needs and the needs to standardize process and build this into the design and being able to transform customer requirements into a high-level solution or supporting model.

Others:
• Team Player; Highly self-motivated; Ownership taker. 
• Able to work under pressure; Able to work independently with minimum supervision.
• Able to manage multiple priorities; Open minded; ‘Can-do’ mindset and positive thinking.
• Good command of spoken and written English and Chinese, Mandarin is an advantage.