ICT Industry Service Manager

Take over project from sales and pre-sale team and perform handover session in order to internally kick-off project;

Participate in technical discussion and propose technical solution to customers' requirements; Prepare necessary document in advance, including configuration scripts, label table, cable connection table, service migration plan, etc.;

Collect ID information from both internal team members and external partners to apply data center access in advance;

Site survey of the data center and export the site survey report on time;

Lead the planning and implementation of project onsite, including installation, racking, cabling, configuration, commission etc.;

Define the scope of work for new recruits and elaborate to stakeholders;

Manage both internal and external project resource allocation and ensure external partners performing their best;

Ensure that the project deliverables are on time, within budget and meet quality demand;

Daily, weekly, monthly and quarterly onsite report on project or customer level when it is required.

Provide first-level contact and incident resolution for customers and escalates major incidents as appropriate;

Preparing SOP (standard operating procedure) of onsite support case and seeking for internal approval;

Troubleshooting, diagnosing and resolving hardware, software, network and system problems;

Replacing faulty network hardware components during the day and night;

Responsible for the installation and configuration of new end user software and hardware on operation and maintenance matters;

Accurately document incident and service requests within the service management platform;

Assist in purchase and inventory in and out of all technology equipment or spare parts;

Evaluate current configuration and processes and develop documentation and SOP's;

If necessary, liaise with third-party sub-contractors or vendors to support internal procurement process;

Helps develop, document, communicate and enforce end user and networking policies;

Case report upon closure of tickets along with weekly report, monthly report, quarterly report or yearly report;

Position may be required to perform duties outside their normal responsibilities as needed and when requested.