MANDATE

The IT Operations Specialist position is responsible for the User Support and Technology Operations in Beijing.  This includes helpdesk services, end-user computing, incident management, daily IT operations, and user administration related work.

Scope of responsibilities encompass but may not be limited to design, planning and support of IT infrastructure services for local branch business users. 

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ACCOUNTABILITIES

§  Responsible for helpdesk services, PC infrastructure, desktop base applications, and essential infrastructure services for technology operations

§  Responsible for operation of Windows Server environment, data backup, server administration

§  Works with applications and infrastructure teams to carry out necessary infrastructure releases, support and documentation according to industrial best practices and the Bank’s standardized processes (e.g. CMMI and ITIL)

§  Responsible for operational processes and verification including operating system patches, technology life cycle management, continuous monitoring and performance tuning

§  Provides ongoing 24/7 support of supported system and services

§  Incident handling and restores infrastructure services with workaround or permanent solution

§  Conducts post mortem for root cause analysis of service impacting issues

§  Participates in global projects to plan and implement related technology and services in local region

§  Adheres to corporate standards in technology services and operations

§  Adheres to corporate policies and best practices to ensure internal and external audit and regulatory compliance in the areas of security, control and standards

KNOWLEDGE AND SKILLS

Knowledge:

§  Prefer university degree/college diploma in computer science, information technology, or engineering

§  Basic concepts of core infrastructure such as data network, firewall, database, centralized storage and backup, Internet proxy, Load-Balancers, VMware server virtualization, VDI

§  Understanding of IT risks and controls, change management, incident management

Skills:

Possess strong communication and interpersonal skills

Strong problem solving and analytical skills

Solid customer service skills

Experience in Incident Management

Experience in Helpdesk Management

Demonstrates solid teamwork skills and able to work independently

Self-motivated, goal-oriented, customer-service oriented and able to manage change

Able to communicate with senior business users

Certification in Windows Server and Microsoft product suite are preferred