IT Regional Operations Lead

**Overview**

This role will take responsibility ensuring the smooth running of IT Infrastructure, Operations and Security and ensuring users get maximum benefits from stablished Global Standards while providing 2nd Line Infrastructure.

The person will take responsibility for APAC Region standards and KPI keeping that under control and aligning with the Regional IT Operations manager’s objectives.

Your responsibilities and duties in this position will include but are not limited to the following:

- Resolve support issues
- You will be top line of escalation internally with complete ownership of 2nd line technical issues and liaison with 3rd party clients and external vendors. Being able to do a close follow up is important.
- Account administration of all core office systems in APAC
- Problem solving Network, PC/Server hardware and OS issues
- Assist and complete operational tasks, data management, incident logging, reporting, systems monitoring, systems testing, and disaster recovery as required
- Ensure that appropriate standards are adhered to, providing technical support, and undertaking technical project work.
- Follow the ITSM Incident, Request, Problem, Asset and Knowledge Management process including manage IT Operations assets and contracts keeping a close look at the contracts, dates.
- Collaborate with architecture and operations teams to ensure solution compatibility with company standards.
- Identify, screen, and evaluate new solution opportunities to address unmet IT operational needs.
- Properly escalate unresolved issues to appropriate internal teams
- Document technical knowledge in the ITSM (ServiceNow) tool
- Support the major incident process by assuming the role of Incident, Resolution or Communications Manager where necessary. Additionally, where appropriate assigning team members to the technical resolution team
- Use continuous improvement & problem management techniques to reduce ticket volumes
- Resolve all major or high priority incidents
- Ensure that team members follow all operational procedures
- Ensure the knowledge base and other documentation is kept up to date
- Manage risks and issues effectively with timely escalation.
- Maintain the engagement and relationships with commercial stakeholders

Other duties and responsibilities:

- Participate in strategic and budgetary planning processes, prepare, and administer IT operating budgets; provide recommendations on processes and implement new/revised solutions according to established standards. Analyse, prepare, and execute CAPEX/OPEX spent for each fiscal year together with the IT Regional Operations manager, based overseas.
- Participate in field research in pursuit of new IT operational solutions and to evaluate the applicability and usefulness of current solutions.

**Project Scheduling & Reporting**
- Provide the APAC IT Regional Operations manager timely reporting of relevant incidents, risks, issues and/or improvement opportunities using COFCO procedures and tools.
- Produce tracking and progress reporting for assigned projects, areas of responsibility or assigned tasks. Document project requirements, if required
- Reporting the progress and anticipated problems in a timely manner
- Plan, initiate, execute, supervise, and close assigned projects
- Supervise different tasks to complete a project

**Experience/competencies**:

- Excellent written and verbal communication skills
- Strong team player
- Problem solving
- Ability to take ownership of problems and see them through to completion
- Ability to communicate in a high-pressure environment
- Industry standard certifications
- Strong ITIL knowledge
- Financial knowledge to understand budget procedures

Demonstrable expertise in managing:

- Microsoft Active Directory
- Microsoft Operating Systems and network technologies
- Office 365 management

Detailed knowledge of:

- Knowledge of Windows Server
- PCs, laptops, printers, and peripherals

Additional desirable qualifications:

- Strategic thinking and planning
- Operational execution excellence
- Nimble LEAN thinking to drive change that enables efficiencies and drives growth
- Systems thinking
- Team and collaboration orientation
- Performance driven
- Learning orientation
- Effective written/verbal communication skills
- ServiceNow power user
- ITIL certified

Working Environment:

- Some overtime or adjusted hours required as COFCO works in different time zones and the position will work together with the other regions
- Travel may be required