IT Support Manager (APAC)

Description

IT Support Manager (APAC)

Overview:

Reports into Director, Worldwide IT Support and responsibilities include leading regional IT staff, end user support, network support and provide test development, automation and support for subcontract manufacturing sites. 

Responsibilities:

Management Responsibilities:

• Provide technical expertise and supervise the daily activities of the regional IT staff and vendors.
• Ensure satisfaction of customers with service offerings honouring SLAs.
• Manage regional IT projects.
• Manage IT purchases for the region and worldwide IT Purchase Requisitions and POs.
• Primary IT escalation manager for business leaders in the region.
• Supervise problem resolution activities and software upgrades.
• Assist in IT governance activities including SOX governance, ISO certifications and compliance.
• Enforce adherence to change control process and other IT processes.

Regional IT Support

• Manage end user IT Support activities.
• Monitors virtual environments including Host systems, Server VMs, Virtual Desktops for upgrades, repairs and proactive software maintenance.
• Manage Enterprise grade compute, storage, networks and virtualized environments.
• Monitor all servers both physical and virtual on a daily basis through manual and programmatic methods to identify, diagnose and resolve anomalies.
• Monitor and enforce software compliance as applicable.
• Create and maintain comprehensive documentation for all implemented servers and systems for ease of operation, maintenance and identification.
• Support Windows and Linux systems, business applications, and voice and data communication systems.
• Other duties as assigned.

Competencies:

• Ability to work independently maintaining, monitoring and enforcing server/system policies.
• Ability to effectively communicate complex ideas to key stakeholders, technical and non-technical employees at all levels of the organization.
• Strong analytical skills, with the capability to resolve issues in a timely and structured manner.
• Ability to effectively prioritize and execute tasks within a dynamic environment.
• Ability to demonstrate creativity in problem solving, ability to think dynamically and outside of standard convention, and adapt quickly to new technical areas.

Requirements:

• MS, Electronics Engineering or equivalent or higher;
• 10+ years’ experience in IT hands-on roles and 5+yrs of IT Management experience.
• Experienced with Semiconductor R&D support and sub-contracting vendor support.
• Expert knowledge of Microsoft Active Directory, Group Policy, Exchange, VMware, Windows Server system, RDS, AD Domain services CLI tools, PowerShell, EMC Storage, and Cisco Networking.
• Windows Server 2008/2012/2016/2019, Microsoft Exchange, IIS, SQL server.
• VMWare VSphere 7, Microsoft Hyper-V and related management tools.
• Programming languages: Windows power shell, perl, utilities, and scripting.
• Experience with Storage Area Network design, installation, and management.
• Operational experience with enterprise monitoring solutions such as PRTG.
• Dell VRTX, Cisco UCS, Nutanix and other server technologies.
• EMC and Dell storage systems
• Knowledge of delivering Windows core services:

• AD (including GPO), Exchange, DNS, DHCP, DFS, file and print services in a multiple AD Forest environment running on Windows 2003 through Windows 2019.

• Other technologies and platforms in use:

• Palo Alto firewalls
• Cisco Unified Communications (UC) for VOIP, Video Conferencing and WebEx
• Commvault or other enterprise grade backup platforms
• SCCM or other desktop management solutions

• Ticketing systems such as ServiceNow for tracking issue and problem resolution and change management.
• Backup and disaster recovery tools.
• Available for international travel up to 25% of the time.

Additional Desired Capabilities:

• Knowledge of English and Mandarin is required for regional IT support.
• Operational focus on developing and maintaining service delivery processes and procedures to meet qualitative and quantitative service deliver goals in a leadership capacity.
• Proven ability to develop and improve the IT Service delivery at all layers.
• Knowledge of industry best practices.
• Effectively communicate, cooperate and collaborate across both organization and our vendors