Job Description

Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations mainly in North and East Asia. MTS is headquartered Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations mainly in North and East Asia. MTS is headquartered in the USA. It provides services to 70+ Fortune 500 clients across Information Technologies and Industries through a network of regional and local subsidiaries, which are located in: .USA (Global HQ), Silicon Valley .Singapore (Asia HQ), Singapore .China (Shanghai, Beijing, Dalian, Wuhan, Chengdu, Guangzhou and Shenzhen) .Hong Kong & Macau .Japan & South Korea .Thailand, Philippines, Indonesia .Malaysia and South East Asia .India .Europe (MTS + partners) .Middle East (MTS + partners) .ANZ (MTS + partners) MTS has been actively expanding its solution and service offerings through sustainable investments of vendor capitalists in developing proprietary services, solutions and establishing strategic partnerships with leading international partners such as CISCO and AVAYA. MTS has a strong servicing team, staffed with senior international domain specialists, providing business and IT consulting, project management, application virtualization testing and IT operation support services. Our company is a socially responsible employer with over 200 highly talented professionals, managed by a world-class multi-national executive team. Please visit our official website to get it further: www.mtscloud.com Responsibilities: 1. Reporting structure's Responsibility 1.1. Responsible to manage, control and update Microsoft Issue Register (MIR) as per L1 and L2 data input and feedback 1.2. Responsible to regulate MIR reporting statement 1.3. Responsible to educate L1 and L2 in MIR reporting with regulated statement to be followed 1.4. To conduct MIR meeting on Tuesday and Friday in weekly basis with internal team L1 to L2 1.5. To conduct MIR meeting on Monday in bi-weekly basis with end user IT and Ops 1.6. Responsible to generate Monthly Availability Report (AR) and update accordingly. 1.7. Submits month-end Availability Report (AR) in Microsoft Power Point to MTS for review and comments on Tuesday of the new beginning month's calendar. 1.8. Presenting monthly Availability Report (AR) in Microsoft Power Point (ppt) to end user IT and Ops for review and comments. 1.9. Submit final version of the AR to MTS for review and comments before SC meeting. MTS representative will presenting in SC meeting with Service Manager assistance. 2. Service workflow 2.1. Responsible to manage and control L1 daily operation 2.2. Responsible for L1 team management. 2.3. Maintain high performing service support functions including IT Service Desk, MIR, etc. 2.4. Responsible for the Incident, Request, Change and Escalation processes related to L1 team, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required 2.5. Responsible to enhance work support and maintenance levels. 2.6. Accountable to SLA compliance 2.7. Escalation point of contact to end user and MTS. Ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review 2.8. Drive internal and third party service review meetings covering performance, service improvements, quality and processes 2.9. Continuous training delivery to ensure team members have responsible maintenance skills. 2.10. Comply to end user's work safety and regulation 2.11. Responsible to stock inventory management Requirements: 1. Bachelor's degree or above 2. 5 years and above large-scale system operation or maintenance management experience. 3. Experienced service management or project management skill. 4. Expert knowledge of ITIL disciplines 5. Excellent leadership and people management skills, and excellent written and verbal communication skills. 6. Able to work under pressure and meet deadlines 7. Experience of managing 3rd parties and 3rd party delivered services is a plus 8. Candidate who can speak Chinese is preferred.