Lenovo

Operational Deliverables and Contribution

•Overall responsibility to support all ISS CEC Universal Command Centre operations. This include performing a people manager role.

•Driving all Incident Management and Problem Management aspects for backlog and open aging tickets and incidences within the daily operations of the ISS CEC organisation (Premier and Premium Care operations).

•Escalate when necessary should there be certain operational processes that does not bring expected results.

• Performing business process re-engineering to ensure that any delays in incident / problem management can be resolved timely. In return briefing all ISS CEC stakeholders on relevant changes and showing the impacted results.

Key Competencies

•Proven and Extended communication in English.

•Additional language requirements to support the AP market (such as Nepalese, Tagalog, Indonesian, Cantonese, Mandarin, etc).

•Proven People Manager capability and experience.

•Customer and service oriented with good process re-engineering capabilities.

•High sense of responsibility, social competency and reliability.

•Deep knowledge of new technological capabilities in delivery customer satisfactions.

•Encourages Leadership, Teamwork and Communication.

•Has Commercial Understanding and Analysis

Requirements

•Bachelor's Degree in Technical majors (ie. IT, Computer Science, Engineering) or non-technical majors that relates to IT business management.

•Professional work experience of at least 5years, preferably in the area of IT delivery industries especially related to Incident / Problem Management and Global Business Support function.

•Fluent in English language written and spoken in professional manner. Added advantage of other language capabilities based on GEO’s requirements. To support AP market (such as Nepalese, Tagalog, Indonesian, Cantonese, Mandarin, etc).

•Strong Knowledge of IT industry and its related technology.

•Proven track record on successful employee responsibility (ie. Proactive communication)

•Understand day to day operations in Customer Service delivery (ie. Contact Centre, Field Services, Reporting, Warranty Cost management, etc).

•Very good skills in using MS Office, Visio and Project Management tools.

•Added advantages for those who holds ITIL Foundation Certificate.