IT Support Manager (APAC)

Information Technology Penang, Malaysia

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Description

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 2019.
  • 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

 

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