Head, IT End User Support at Huawei Technologies Co. Ltd.

Roles and Responsibilities

• Manages the End User Support staff with regards to service delivery, performance evaluations, promotions, training, hiring and disciplinary responsibilities.
• Build and manage 24/7/365 environment including in-call and escalation practices to provide efficient and timely support.
• Ensures service needs and SLAs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up-to-date
• Development and maintenance of support operating procedures that support the day to day procedural processes and reinforce policy adherence
• Assists in policy and procedure development based on direction from senior IT management
• Addresses complicated support issues that are escalated by team members
• Conduct meetings with team members to review status of IT service issues
• Creation and support of standards, processes and procedures necessary to produce the deliverables from the team.
• Meet with IT management to review overall performance, and to gain feedback on support performance.
• Collaborates with other teams in handling and responding to user issues, problem analysis and making requested service improvements.
• Ensures that proper escalation paths are followed by the support staff that are in line with documented procedures and policies.
• Training staff on operational procedures and troubleshooting techniques.
• Creates user facing communication to address service outages, system upgrades and general IT informational announcements.
• Gather and analyse metrics to benchmark the end user support team workload/performance and identify trends and issues.
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
• Great communications and collaboration skills across the enterprise End User Services Team.

Education and Experience

• B.Sc. / M.Sc. in Computer Science or any Engineering related course.
• ITIL V3 Foundation Certification.

Competence / Certifications:

• At least 7+ experience in leading teams in managing end-user devices and applications.
• Competency in process development, execution and organizational change management
• Experience working with geographically distributed teams and ensuring standard practices.
• Excellent communication: proven ability to produce a variety of business documents that display a Command of language, clarity of thought and strong presentation skills.
• Strong root cause analysis, problem-solving, and analytical skills.
• Knowledge of IT applications an software development lifecycles.
• Project Management knowledge.
• Knowledge of the WLA (Working Level Agreement) to be used for the specific customers.