Manager - Information Technology

The ideal candidate will manages the day-to-day operations of IT Support Engineers, responsible for coordinating all the activities required by team members to deliver the required services.

This candidate should have prior experience working with users to identify business issues, develop solutions and help users to prepare a requirements definition document for changes/ enhancements to existing systems.

Responsibilities

• Manage technologies and provide administrative assistance for various systems
• Manages procurement, installation and maintenance of all computer hardware and software used by customers.
• To build services relationships with customers. Ensure quality services are performed to the agreed SLA.
• Manages incidents, problems, change requests, and releases.
• To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
• Generate CPI reports on a weekly and monthly basis
• Develop and maintain internal knowledge base to be used by Technical personnel for problem resolution.
• Develop FAQ information on the Batu Hijau Intranet
• Work with users to identify business issues, develop solutions and help users to prepare a requirements definition document for changes/ enhancements to existing systems.
• Other duties as assigned.

Qualifications

• Bachelor's degree in Information Technology/Information System/Information Engineering or relevant field
• 10+ years of experience in a Customer Support related position, preferably in a large IT industry.
• Experience in Information Technology space and solving various software and hardware problems
• Must have excellent communication and interpersonal skills.
• Must have good English fluency in communication and writing.
• A proven ability to interface with customers and communicate well in all situations.

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