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
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
