Job: Technical Service Manager

Location: Shanghai

Report Line: Director, Technology & Infrastructure Services, Global Technology

Key Responsibility

• Provide support to regional network, office desktops, servers and databases. To liaise with global team on network and application problem resolution, monitoring & security control. To provide network design & performance analysis services, and manage regional/remote support. Recommend ways to fill identified gaps (internally & externally) in services. Involve in the operations of the Data Center in terms of availability and conformance from the network and security perspectives through What’s Up and HP System Insight Manager.
• Point of 2nd level escalation for network and security related issues
• Review and refine IT support policy and procedures

Essential Duties and Responsibilities

• Responsible for all computer, network and information system functions including maintenance, backup and recovery procedures, network management and support. (30%)
• Design, support, administer the operations and maintenance of the network, intranet, VPN, desktop strategy etc. (20%)
• Project manager, implement and deploy systems, software, hardware and technology, as directed by IT management and/or corporate. (30%)
• Special projects as designated. (20%)

Required Skills

• TCP/IP – LAN switching/routing Cisco and Juniper Networking – preferably CCNA-certified
• McAfee Anti-virus, Checkpoint and Juniper Firewall
• Strong working knowledge of cabling and networking technologies.
• Strong experience in designing, implement, manage private WAN and LAN project, wireless technologies.
• Experience working with Global and China network service providers, including SLA and contract management.
• Strong project management and communication skills
• Good working knowledge of operating software including Windows server and Linux.
• Good working knowledge of messaging and web system such as MS Exchange and Microsoft IIS.
• Good working knowledge of network security and remote control technologies and applications.
• Good working knowledge of security technology and application such as anti-virus, firewall, VPN etc.
• Good working knowledge of web based application implementation
• Basic/intermediate web authoring/productions skills (ie. HTML, JavaScript, etc.)

Qualifications

• Degree in Computer Science or one or more professional certification in PMP, MCSE, CCNP

Experience

• Minimum 4 years experience in a technical management role, including network and systems management.
• Minimum 3 years experience in network, infrastructure and systems administration and support with a minimum of 300 device endpoint and 25 servers.
• Extensive IT and communications experience.

Accountability

• Number of employees supervised –Direct – 0/Indirect - 5

Key Metrics

• Systems and network availability - uptime
• Systems and network security.

Decision Rights

• Approve: Office IT technical support matters
• Decide: Office IT related purchases; Training needs
• Recommend: Office IT budgeting requirements; Network design and security controls; Technology standards; Systems and security policies within office

Key Relationships

Key Internal Relationships:

• All users, IT management, corporate IT services
• Interact with Atlanta Security Department for global security initiatives roll-out

Key External Relationships:

• Network and system vendors
• Hotels