重庆招聘

Job Category: IT

Location: China, Shanghai

Job ID: 787878

Product: (Not Product Specific)

Division: Services & Support

Job Location: Shanghai

Job Title: Lab Manager

Department / Org: Business Planning and Operations Group, APGC CSS

Job Description:

Join the Business Planning and Operations Group in APGC CSS (Customer Services and Support Organization) as Lab Manager if you have strong passion for product and technology, share a same vision with us to build customer and partner loyalty and reduce their effort with our support and services.

Supporting our customers and partners to resolve their technical issues, every moment of truth is critical to deliver a positive experience and earn their loyalty - the Lab Manager plays a critical role to provide timely service oriented technical scenario configuration support to our engineers; to ensure the organization is adhering strictly to all information governance policies as it pertains to handling of customer personal information and confidential data. This position also has the opportunity to manage the whole lifecycles of PCs, peripheral devices and Lab equipment for all APGC CSS employees.

The major role and responsibilities includes, but not limited to:

LAB Operation:

- Through our technology, build & deliver service to help CSS Engineers deploy images effectively.

- Develop/maintain CTS Lab tools; partner with Global CTS labs for new services/scenario deployment; collaborate with field IT teams to maintain the stability of data center infrastructure.

- Meet service delivery commitment, define & deliver “SMART” KPIs to ensure operational efficiency & effectiveness; drive internal customers’ satisfaction; continuously improving lab services quality.

- Fully optimize Lab’s assets to drive additional value added services - e.g., Remote Hands on Lab; Key 3rd parties vendors’ scenario; technical readiness / training images

Information Governance:

- Act as Privacy Champion; invest 5-10% of time to drive APGC information governance initiative with focus on Compliance (e.g., Tools Assessments, Bit Locker or EFS deployment), Risk Assessment & Remediation, incidence response, Training & Awareness through structural governance model and partnership with Corporate Service Privacy Team.

PC / LAB Management:

- Manage Rhythm of business for PC & Lab management - from procurement to delivery; ensure a governance model & clear policy in place for compliance, subsidiary’s requirement, equity and transparency

- Drive the procurement plan, lead the budget planning of PC/Lab Expense, drive quarterly forecast & execute against financial commitment by partnering with Business Segments’ Finance Managers, global procurement group and asset management representatives of each subsidiary

Competencies:

- Impact and Influence

- Confidence

- Cross-Boundary Collaboration

- Interpersonal Awareness

- Business Acumen

- Passion for product and Technologies

- Dealing with Ambiguity

- Planning, Organizing and coordinating

- Communication skills

Qualifications:

- 5+ years of experience in service management and IT industry or departmental IT Management

- Strong knowledge of Microsoft Enterprise Operating Systems (Windows Server Family) and Microsoft Enterprise Applications (especially Exchange Server and SQL Server )

- Strong knowledge on rack servers, storage servers, network routers and other computer/network hardware, a working knowledge of Cisco Catalyst switch setup/configuration is a significant plus

Microsoft Operation Framework (MOF) or ITIL v3 or ISO 20000 certification is preferred

Proficient in productivity tools such as Microsoft Office and have a good experience with the use of Microsoft Word, Outlook, Visio, Excel and SharePoint

- Bachelor’s degree in Information Technology or Computer Science and MBA is preferred.

- Self-starter with excellent verbal and written skills in both Mandarin and English.

- Pro-active in identifying problem areas and possible solutions for addressing them.

- Familiar with the Project Management and/or Six Sigma accreditation

Microsoft is an equal opportunity employer and supports workforce diversity.

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。