? Contribute to IT strategy, IT Governance , blueprint and roadmap aligned with business strategy, improvement and priorities based on the business, strategic and goals
? Lead IT/IS L1/2 support team for overall management of IT/IS operation, convert IT support and IT service delivery with the visibility for helpdesk, business systems operation, end user support, IT infrastructure, ICD R&D environment maintenance, implement and continuous improve IT Service Management Level based on ITIL guidelines, best practices and framework, and improve customer satisfaction
？ Oversee the daily operation of service delivery, change management, incident management, service requests, etc., manage and resolve all escalated IT/IS issues from users, provide expert hands-on technical support & guidance to the support teams, help & support team to solve the difficult ones and high impact critical incidents
？ Build high performance team, recruit, develop, and sustain talent.
？ Plan and control the budget and spend for IT/IS operation
？ Develop Key Performance Indicators (KPIs), manage the service catalogue and SLAs – Service Level Agreements /OLAs - Operational Level Agreements, and ensure performance levels are met or exceeded, Identify IT operation improvement trends and opportunities with actions to improve service delivery performance continuously
？ Promote the implementation of new technology, solutions and methods to improve IT/IS operation service level
？ Introduce & support the ITSM Tools and IT/IS automation operation tools implementation and deployment
？ Lead support team to develop and maintain SOP - standard of procedure for all operation tasks.
？ Make sure the IT/IS product environment compliance with the information of Configuration Items (CIs) and relative information in CMDB
？ Undertaken self and team training on new & emerging technologies, process & tools;
？ Ensure and comply with Information Security and Risk management process and policy
？ Define and enhance IT/IS operation outsourcing SLAs and KPI, coordinate service delivery with external vendors, coordinate with procurement team and IT process team for IT/IS operation related procurement & outsource tasks, vendor management and relationship
？ Design, implement and operate Operational Dashboard to manage and monitor all background process running and scheduled on the corporate services and system, and share the regular IT/IS support status reports with issues & problem analysis and process control and improvement.
? Work with the program and projects team:
？ Join the review during IT/IS project plan and implementation to ensure the deliverables meet operational requirements
？ Participates in System and Integration Testing
？ Support the User Acceptance Testing (UAT)
？ Take over the support from project team

? 15+ years of overall working experience, with 5+ years of experience managing a team delivering IT&IS operations/service as IT/IS Operation Manager / IT/IS Manager for multi-national companies
? Advanced Knowledge within any of the following:
？ In-depth knowledge with wide range of Business System support, like ERP, SCM, CRM, SRM, etc.
？ Solid knowledge of OS (UNIX, Linux, Windows),
？ Core Microsoft technologies: Active Directory, SQL Server, Exchange Server, SharePoint, Skype, etc
？ Cisco, H3C, Huawei,
？ Juniper, SANGFOR,
？ Enterprise Storage Solutions (SAN, NAS, File, Tape store), Backup / Restore and Deep Knowledge with NetApp
？ Virtualization - Storage, Network, Server, Desktop and tools, like: VMWare, Hyper-V, Citrix
？ HCI – Hyper Converged Infrastructure, SDDC – Software Defined Data Center
？ Cloud technologies (Orchestration, OpenStack, Azure, AWS, Ali Cloud, etc.)
？ Knowledge of Enterprise Security Infrastructure (Antivirus, Patching, Firewalls, IPS/IDS, Certificates, Secure file transfer)
? Practice experience to develop the technical strategies, blueprint, improvement and optimization roadmap, design, deploy and implement the solution for IT/IS operation
? A proven track record with IT/IS Service & Support, continuous process and operation improvement based on ITIL and best practice:
？ Good understanding of IT/IS Help Desk, Incident Management, Change Management, Problem management, Continuous improvement, Verification, Validation, Testing, Assurance, IT Service Continuity and compliance frameworks.
？ Knowledge of risk management, compliance, auditing, internal controls and general security
？ Knowledge and experience in general data security processes including disaster recovery and business continuity
？ Experience in managing to defined SLAs
？ Use of tools and dashboards to track IT costs, service consumption, and performance against plans
？ Ability to apply knowledge of IT to increase automation and standardization of processes and service delivery
？ Ability to apply industry best practices and tools to maintain IT cost tracking, service consumption, and performance against plans
？ Strong experience on project management, vendor management including contract negotiation and service level management
？ Experience in IT operation budget planning and equipment procurement process.
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? Willingness to lead/contribute hands on work in service operation
? Good skills in team management & cross-function cooperation
? Excellent troubleshooting skills in area of expertise to isolate, diagnose and implement corrective actions for problems and issues as required.
? Excellent analytical skills and reporting capabilities, (KPIs, dashboard, metrics, assessment…)
? Excellent interpersonal skills with customer service-oriented manner to build and sustain key relationships across a wide and varied group of management and staff
? Skills in influencing and negotiation methods and techniques with ability to influence and persuade others outside his/her direct control
? Ability to work under tight timelines and high-pressure situations with high degree of accuracy.
? Excellent communication, collaboration, and organizational skills.
? Bachelor degree in computer science, or equivalent work experience
? Self-driven and independent
? Fluent in English, both verbal and written

Preferred
? IC, Electronics and Semiconductor, High-Tech Industry experience
? Certificated of Professional – ITIL, PMP, COBIT, ISO27001, etc.
? One or more of the following technical certifications is a plus
？ Certification with major business systems, like SAP, Oracle, etc.
？ Certification with DevOps
？ Microsoft Certification like MCSE, MCSA, MCSD
？ NetApp Certification like NCIE, NCSA
？ Certification of Cisco like CCIE, H3C like HCIE, Huawei like HCIE
？ Juniper Certification like JNCIE
？ Certification of VMware VCP, Citrix like CCP
？ Certification of AWS like CSAA, CSAP, Ali Cloud

上班地址：北清路中关村集成电路设计园