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Regional IT Operations CoordinatorSomfy Asia-Pacific Company Limited
Regional IT Operations CoordinatorSomfy Asia-Pacific Company Limited
Job Highlights
  • 5 day work week
  • Double pay
  • Dynamic team
Job Description

Responsibilities:

This position is for a Regional IT Coordinator responsible for the Information Technology Operations perimeter, in a specific region* (Perimeter of Responsibility), and especially to:

  • Ensure the Service Desk Quality of Service;
    • Act as Support Delivery Manager (SDM) and closely work with the Partner in charge of the International Service Desk to:
      • Increase accessibility through a single point of contact, communication and information
      • Support employees and ensure the respond help desk issue in a timely manner
      • Diagnose, troubleshoot and solve hardware and software issues from desktops, laptops, smartphones, Video Conference Rooms, Printers and all the standard IT Devices
      • Co-work with the partner to reduce the number of calls through analysis and training, analyze call logs and spot trends and underlying issue
      • Ensure that the Partner SLA and the Somfy expectations are met (If not, start & conduct action plans)
      • Strongly contribute to create the Somfy knowledge database (with L2 Agent) and especially on local applications and local specificities which do not have any procedure
      • Monitor and streamline processes in the Somfy internal Help Desk Tool
      • In charge of the management of all the ITIL processes which are rolled-out within the company (e.g. Incident, Problem, Change, Request, etc...)
      • Ensure the coordination between Onsite Support teams (Somfy or External) to reach the SLA
      • Roll-out new Tools or ITIL Processes to facilitate the request's follow-up (Portal), optimize the support (Request), train the uses (KB)
      • Ensure that all the IT Requests from the customers (Internal & External) are recorded and managed through the ITSM Tool
  • Improve customer service, perception and satisfaction and Reduce negative Business impact
  • Standardize, industrialize and Internationalize the IT Support
  • Embed the IT Support tool on the new GIS applications and in our new media (Smartphone, Tablets…)
  • Manage local IT assets (purchasing/ support/ availability/ performances/ lifecycle/ etc…)
  • Be the Process and Design owner (at the Group Level) of ITIL Processes (e.g. Asset, Service catalogue, CMDB, Incident, Problem, etc...)
  • Select, Train, Control, Support and ensure skills of the local IT partners in charge of IT Operations scope of each site to ensure the daily IT exploitation, administration and support (according to the defined level of expectations)
  • Contribute and be instrumental in the SOMFY Digital Transformation and be a major contributor of the SOMFY IT Innovation
  • Provide regular technical reporting about IT Infrastructure and Support the Regional IT Operations Manager (RITOM) and the referent Business Relationship Manager to ensure their 360° view over IT activities in the referential region
  • Ensure regular IT audits (especially Security and Compliance) and manage the official internal and external IT audits and action plans
  • Collaborate to ensure the Availability and the Performance of the IT Infrastructures & Applications (except for the main Datacenters in Geneva) and of the Business Group and Local Applications (ERP, CRM…)

Requirements:

  • Bachelor degree in Computer Science or related discipline;
  • Minimum 5 years’ relevant experience in IT industry;
  • Excellent command of spoken of English is required;
  • Must be proficient in utilizing Microsoft Office365;
  • Possess strong customer service oriented mindset;
  • Excellent analytical skills;
  • Strong technical and systems ability;
  • Ability to learn and adapt to in-house system applications;
  • Ability to identify problems, process resolution and implement action or solution timely;
  • Ability to make critical design and technical recommendations;
  • Regular travel will be required

For Interested parties, please send your full resume with expected salary and availability to the Senior Human Resources Manager, Asia Pacific.

You are most welcome to visit our company web-site at http://www.somfy.com for more company information.

Only short-listed candidates will be informed.  

We are an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in strict confidence and used for recruitment purposes only within the Somfy Group of Companies. The personal data of unsuccessful applicants will be retained for a period of 6 months.

Additional Information
Years of Experience
5 years
Employment Type
Full Time, Permanent
Benefits
Double pay, Five-day work week, Flexible working hours, Life insurance, Medical insurance
Company details

Somfy is the world leader in the automatic control of openings and closures in homes and buildings, and puts automatic control at the heart of the transformation of people's living environments. The solutions it offers to improve comfort, security and energy efficiency can be seen today in homes, offices, stores and public spaces, and are constantly finding new applications in our daily lives.

 
In Asia Pacific, we have business operations in more than 11 countries and we are inviting highly calibre to join our team in Hong Kong.