Mars Inc.
Consumer Products(FMCG)2007-3 - Now Advanced Resolution Team Supervisor
Beijing | Full-time
Technical Support/Maintenance Manager
Senior Position (Non-managerial)
Managing and Measuring Responsibilities
- Developed new operation procedure and responsible for team performance resulting in global operational lead
- Manage junior analysts and provide coach for individual career development
- Support manger to recruit new hires and align global way of working with EU and NA teams
- Critical issue management (built and lead cross-functional crisis team, organize crisis meeting and elaborate regular communication to inform senior management team for technical progress and business impact update)
Analytical Responsibilities
- Analyze incidents monthly and work with expert center to determine and act upon potential trend, write report for senior management team. Successfully drive down incidents volume by 8% in two continuous years
Technical Responsibilities
- Responsible for the provision of technical expertise to resolve infrastructure problem of Telecoms, Lotus Domino/Notes, SAP, Corporate Directory, Oracle and Windows/Unix/Linux server
- Specialize in supporting Telecoms including LAN/WAN connectivity&routing, LAN/WAN QoS&performance, DNS/DHCP management, IP telephony, Call center network, VPN connectivity, Business Partner management, LDAP and Polycom Video/Audio conferencing system.
- Lead take-on project, train global support team and cooperate site team and expert center to launch new service
- Developed new operation procedure and responsible for team performance resulting in global operational lead
- Manage junior analysts and provide coach for individual career development
- Support manger to recruit new hires and align global way of working with EU and NA teams
- Critical issue management (built and lead cross-functional crisis team, organize crisis meeting and elaborate regular communication to inform senior management team for technical progress and business impact update)
Analytical Responsibilities
- Analyze incidents monthly and work with expert center to determine and act upon potential trend, write report for senior management team. Successfully drive down incidents volume by 8% in two continuous years
Technical Responsibilities
- Responsible for the provision of technical expertise to resolve infrastructure problem of Telecoms, Lotus Domino/Notes, SAP, Corporate Directory, Oracle and Windows/Unix/Linux server
- Specialize in supporting Telecoms including LAN/WAN connectivity&routing, LAN/WAN QoS&performance, DNS/DHCP management, IP telephony, Call center network, VPN connectivity, Business Partner management, LDAP and Polycom Video/Audio conferencing system.
- Lead take-on project, train global support team and cooperate site team and expert center to launch new service
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