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I. Position Summary
Is mainly responsible for providing quality controlled services in daily IT operation and IT innovative solution to business departments with IT technologies, especially for supporting local and GCN initiatives, including ongoing IT operation, end user support, business requirement collection and analysis, Infrastructure projects, project/program management, with a focus on end user productivity, information security, and business requirement 1st level analysis.
II. Job Responsibilities:
1. Provide user support at all levels within own expertise to create quicker issue resolution to achieve high customer satisfaction per IT Service framework and guide users to appropriate channels otherwise. 10%
2. Take lead to troubleshoot complex technical issues via coordinating backend support teams within SLA10%
3. Ensure maximum availability of all local IT services and Communication systems (with assistance from external suppliers when appropriate). 10%
4. Ensure the appropriate monitoring of the infrastructure 10%
5. Ensure that the respective sites have business continuity plans in place when there are problems in the IT Service Delivery and testing of disaster recovery plans for the environment. 10%
6. Review and prepare all planned maintenance activities before the execution and ensure the communication with the respective business stakeholders properly in advance 10%
7. Analyze requests and design appropriate solutions to meet business needs. 5%
8. As directed in specific IT task or project, Independently Install, configure, administer, and maintain information systems and associated hardware, in accordance with technical specifications, so that the organization's information system function reliably. 5%
9. Validation of IT solutions and participate actively in testing. 5%
10. Proactively handle IT related problems that are not be defined by the normal IT-processes and escalate to process owner to refine the IT process. 5%
11. Interface between GCN & global IT organization and local site business departments as marketing IT value and collect business requirement for ongoing supporting. 5%
12. Active participation in various types of projects within the IT area. 5%
13. Support global team to implement new IT projects in local site, on schedule, and with quality 5%
14. Understand user requirements, and discover opportunities for improving user productivity by using IT tools 5%