Talentnet ★ 1.6

RESPONSIBILITIES:
Primary Responsibilities:

Supports goals of IT and business.
Makes Manager and others aware of incidents or other activities of significance.
Comfortable making decisions and understand ramifications to the enterprise.
Promotes and supports ITIL processes and ITSM service delivery model.
Exercises effective communication levels and fosters team building.
Adheres to all safety procedures and good housekeeping standards.
Works within the Service Desk System to maintain workflow and ticket reviews.
Track and manage IT assets.
Supervises scheduling and day to day activities for IT Support Services.
Supervises support participation in components of most enterprise expansion activities.
Delegates and sets priorities for team members. Provides guidance when needed.
Responsible for managing service desk Level II support queues.
Primary escalation points for team if guidance is needed or if customers have a concern.
Creates a customer focused atmosphere.
Participates in and may lead projects.
Other duties as assigned.
Job description subject to change at any time

REQUIREMENTS:
Key Competencies:

Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organization and suppliers.
Monitors and manages IT expenditure, ensuring that all IT financial targets are met, and examining any areas where budgets and expenditure exceed their agreed tolerances. Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred IT costs.
Acts as the routine contact point between organization and supplier. Collects and reports on supplier performance data.
Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships. Implements a communications strategy, including, for example, handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately.
Conducts job analyses, prepares job descriptions and person specifications, and prepares selection and evaluation criteria for candidates. Manages recruitment campaigns. Locates and selects possible agencies and other suppliers, negotiating terms and conditions, and placing orders with them, ensuring that all obligations are met in accordance with the agreed terms and timescales. Reviews candidate details, manages selection processes, and ensures that account is taken of relevant statutory or external regulations, standards and codes of good practice. Ensures that all relevant parties are informed of the results of interviews and other decisions and assists in the negotiation of terms and conditions of service.
Determines the required outcomes for learning or development, from organizational development needs and the training strategy. Mentors assigned practitioners, ensuring alignment with predetermined statements of required development outcomes. Assists each practitioner with the creation of development plans based on the outcome statements. Ensures that each practitioner records evidence of progress. Validates practitioners&039; records at the end of each cycle of planned development, to ensure that achievements and enhanced capabilities are recorded and referenced to the outcome statements. May contribute to practitioners&039; performance appraisals.
Organizes requirements into appropriate categories. Advises on different procurement routes to acquire services and products. Gathers information and uses appropriate techniques to assess benefits and options and make decisions about the most appropriate route of procurement e.g., open market or collaborative framework. Uses knowledge of supplier markets to inform specifications. Evaluates and selects suppliers based on the specification and evaluation criteria. Adapts terms and conditions to reflect the scale of the requirement and encourage good performance. Collects and collates data to support collaboration.
Promotes and ensures use of appropriate techniques, methodologies and tools.

Experience:

Candidate needs to have minimum of 5 years’ experience setting up and support computers in manufacturing and office environment and be able to coach others in consistently delivering service.
Should have 1 – 3 years of team lead and/or supervisory experience.

Education:

Bachelor’s degree in computer science or information technology or related field or equivalent years of work experience
Required Skills/Competencies:
Business fluency in English and Vietnamese, spoken and written, is required.
2 – 3 years of experience managing in IT Support, Operations, or related field
3+ years of experience in one or more of the following:
Must be able to work self- sufficiently in a fast paced, changing environment.
Demonstrated experience with service or support operations.
Demonstrated experience leading deployment activities.
Demonstrated experience with deployment activities.
Ability to define/document and ensure compliance of IT Sox policies and procedures.
Must be able to work various hours and weekends to meet business needs.
Critical thinking and problem- solving skills.
Experience supporting new / expanded office environments.
Experience leading and managing ticket system and incident process, Remedy a plus.
Demonstrated leadership in medium sized IT teams (8- 10 people), preferably in distributed environments (local as well as remote offices)
Excellent written and oral communication and organization skills
Proficient use of all Microsoft Office suite programs
Must be customer focused.
Familiarity with SOX compliance activities and controls
Knowledge and understanding of services desk ticket system such as Remedy.
Must be able to coordinate with non- local team members. Will rely on resources from First Solar’s IT global shared service group in Malaysia and USA for call center and other IT activities.
Formal training and real- world experience with ITIL terminology and processes
Supervisory and coaching skills
Individual must be flexible and able to adapt to changing priorities and/or incomplete requirements.
Proven ability to support computer/network hardware and software technologies.
Knowledge of business environments and IT alignment with critical business functions
Leadership experience with service desk functions and execution