BCM Program Manager(职位编号：799882)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-13
- 工作地点：上海
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 职位类别：客服经理(非技术)
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 799882
Product: (Not Product Specific)
Division: Online Services Division
Microsoft Customer Service and Support, Asia Pacific & Greater China Region (APGC CSS) provides comprehensive and diversified services and technical support to consumers, developers, IT professionals, partners and enterprises in ten languages which include English, Mandarin, Cantonese, Thai, Korean, Bahasa Indonesia, Malay and Hindi.
We are inviting individuals who have excellent communication and project management skills to explore the opportunity with us to become the BCM Program Manager for APGC CSS. The high level mission of the successful candidate is to drive business continuity, security and data privacy across our organization by thinking creatively and strategically. This also entails collaborating well across teams and across levels of management and by being able to excel in ambiguous environments.
The BCM Program Manager role will be responsible for 3 main areas:-
1. Business Continuity Management (BCM) - 50%
Drive Business Continuity Management across all segments within APGC CSS by working with Global CSS BCM Program Manager to understand the Enterprise Business Continuity Management (EBCM) methodology and compliance requirements for CSS.
Work across teams to identify key business functions, conduct business impact assessment, understand technical and non-technical dependencies, expose gaps and build Business Response Strategies and Business Continuity Plan for APGC CSS.
Look across segments to drive synergy, consistency, efficiency and best practices and to ensure BCM is orchestrated holistically in APGC CSS, aligning to business requirements and directions.
2. Security - 30%
Gather information about threat landscape and breach exposure from a myriad array of sources.
Analyze information for trends, patterns, and general situational awareness.
Disseminate security related information, ensuring appropriate decision makers are well informed on the current state of risk.
Ensure outsourced vendors are compliant with our security requirements
3. Data Privacy - 20%
Collaborate with Privacy lead at Corporate to understand CSS privacy strategy, ensuring two-way communication is established and leveraged.
Drive implementation of data privacy and security processes across segments, undertake privacy reviews of projects (where appropriate), promote awareness of the privacy standards and requirements and encourage their consistent adoption.
Initiate, monitor and validate security controls to ensure that systems, documentation, and processes are compliant with data privacy regulations
Educate third parties on our privacy requirements, where needed.
Pre-requisite Knowledge, Skills and Experience and Qualifications include:
- 5~10 year experience in IT/operation management or IT consulting with multinationals.
- High level of initiative and motivation
- High tolerance for ambiguity
- Able to independently prioritize workload
- Flexible attitude, willing to learn. Have a strong desire to take ownership of challenges.
- Excellent problem recognition and resolution skills
- Excellent interpersonal and group dynamic skills
- Excellent analytical and problem solving skills. Organized and detail-oriented.
- Strong written & verbal communications and presentation skills.
- Experience in developing correlations between disparate event sources and databases.
- Experience in operational security and the core concepts of, and business drivers for, information security preferred.
- Experience with Microsoft SQL and other relational databases preferred.
- Operational Information Security or Risk Management experiences a plus.
- Bachelor's degree or equivalent experience.
- Willing to have 30% time in travelling.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 799882
Product: (Not Product Specific)
Division: Online Services Division
Microsoft Customer Service and Support, Asia Pacific & Greater China Region (APGC CSS) provides comprehensive and diversified services and technical support to consumers, developers, IT professionals, partners and enterprises in ten languages which include English, Mandarin, Cantonese, Thai, Korean, Bahasa Indonesia, Malay and Hindi.
We are inviting individuals who have excellent communication and project management skills to explore the opportunity with us to become the BCM Program Manager for APGC CSS. The high level mission of the successful candidate is to drive business continuity, security and data privacy across our organization by thinking creatively and strategically. This also entails collaborating well across teams and across levels of management and by being able to excel in ambiguous environments.
The BCM Program Manager role will be responsible for 3 main areas:-
1. Business Continuity Management (BCM) - 50%
Drive Business Continuity Management across all segments within APGC CSS by working with Global CSS BCM Program Manager to understand the Enterprise Business Continuity Management (EBCM) methodology and compliance requirements for CSS.
Work across teams to identify key business functions, conduct business impact assessment, understand technical and non-technical dependencies, expose gaps and build Business Response Strategies and Business Continuity Plan for APGC CSS.
Look across segments to drive synergy, consistency, efficiency and best practices and to ensure BCM is orchestrated holistically in APGC CSS, aligning to business requirements and directions.
2. Security - 30%
Gather information about threat landscape and breach exposure from a myriad array of sources.
Analyze information for trends, patterns, and general situational awareness.
Disseminate security related information, ensuring appropriate decision makers are well informed on the current state of risk.
Ensure outsourced vendors are compliant with our security requirements
3. Data Privacy - 20%
Collaborate with Privacy lead at Corporate to understand CSS privacy strategy, ensuring two-way communication is established and leveraged.
Drive implementation of data privacy and security processes across segments, undertake privacy reviews of projects (where appropriate), promote awareness of the privacy standards and requirements and encourage their consistent adoption.
Initiate, monitor and validate security controls to ensure that systems, documentation, and processes are compliant with data privacy regulations
Educate third parties on our privacy requirements, where needed.
Pre-requisite Knowledge, Skills and Experience and Qualifications include:
- 5~10 year experience in IT/operation management or IT consulting with multinationals.
- High level of initiative and motivation
- High tolerance for ambiguity
- Able to independently prioritize workload
- Flexible attitude, willing to learn. Have a strong desire to take ownership of challenges.
- Excellent problem recognition and resolution skills
- Excellent interpersonal and group dynamic skills
- Excellent analytical and problem solving skills. Organized and detail-oriented.
- Strong written & verbal communications and presentation skills.
- Experience in developing correlations between disparate event sources and databases.
- Experience in operational security and the core concepts of, and business drivers for, information security preferred.
- Experience with Microsoft SQL and other relational databases preferred.
- Operational Information Security or Risk Management experiences a plus.
- Bachelor's degree or equivalent experience.
- Willing to have 30% time in travelling.
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。