Process and Tools Manager
北京世纪互联宽带数据中心有限公司
- 公司规模：1000-5000人
- 公司性质：民营公司
- 公司行业：通信/电信/网络设备
职位信息
- 发布日期：2013-09-10
- 工作地点：北京-朝阳区
- 招聘人数：若干
- 职位类别：其他
职位描述
Job Location: Beijing
Job Title: Process and Tools Manager
Department / Org: Cloud Business Unit of 21 Vianet Group, Inc.
Job Description:
If you share our same vision to build customer and partner loyalty for a lifetime, then read on.
Cloud Business Unit in 21 Vianet Group, Inc. (21V) is seeking a Process and Tools Manager to support Microsoft (MS) China Cloud that 21V is collaborating with MS as close partnership. This role will partner with internal stakeholders such as Azure and O365 Product Engineering and Support team but also connect closely with MS counterparts in the tools and process areas. The candidate is to help shaping and driving the future Technical Support experience for our MS Cloud customers in China market.
Supporting our customers to resolve their critical technical issues, every moments of truth are critical to deliver a positive experience and earn their loyalty, the Process and Tools Manager plays a critical role to make this happens: the Process and Tools Manager is expected to act as a trusted advisor to deliver world class customer technical support through our technology with seamless process; execute key initiatives and enable the business to continually improve. The major role and responsibilities includes, but not limited to:
§ Responsible for the governance of the processes and tools used for Azure, O365 and Customer Services and Support engineers to deliver their services via online, phone or email. On a daily basis, you will interact with the engineers, technical leads, and management team to ensure adoption & compliance of the process & tools.
§ Represent 21V, engage with MS counterparts from global team to ensure our regional voice is heard; key requirements are implemented; and collaborate with key stakeholders to share best practices with goals to increase internal efficiency and deliver the best experience for our customers and partners.
§ Engage with Technical Groups in identifying and analyzing tools issues and drive for closure with resolution on a timely manner.
This position is an excellent opportunity for people with strength on technical and process engineering; you will need proven business analysis and project management skills and the ability to collaborate and build successful positive partnerships with global and regional stakeholders.
In Cloud Business Unit, our mission is to lead and serve our customers and partners as they realize their full potential through software and services, we are looking for customer advocates, with high energy ‘can do’ attitude, who thrive in a fast paced environment and are passionate in defining and delivering world class experiences to earn customer loyalty.
Responsibilities include:
§ Navigate the end to end experience for our customers and engineers; identify root causes and propose changes that improve the business with impact in terms of internal efficiency and effectiveness; and customers experience
§ Represent 21V and partner with MS global counterparts for development and deployment of support tools, processes and local Cloud IVR/telephony systems.
§ Manage tools deployments/retirement/upgrades internally and partner with related teams; communicate key updates of process and tools across the stakeholders
§ Build and maintain the governance model; develop and refine process and tools documentation; ensure changes are communicated across all stakeholders in a timely manner.
§ Troubleshoot and analyze tools related issues and drive closure of issues with respective IT or global tools teams
§ Manage changes requests made by stakeholders for tools/process
§ Be the Subject Matter Expert on existing process and tools
Competencies:
§ Impact and Influence
§ Confidence
§ Cross-Boundary Collaboration
§ Interpersonal Awareness
§ Enabling Change
§ Analytical Problem Solving
§ Dealing with ambiguity
§ Planning, organizing and coordinating
§ Communication skills
Qualifications:
· 5+ years of experience working in a Systems or Process Analysis or Program management role or similar.
· Bachelor’s degree in Information Technology or Computer Science and MBA is preferred.
· Understanding of SDLC, process analysis.
· 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.
· Be proficient in productivity tools such as Microsoft Office and have a good experience with the use of Microsoft Word, Outlook, Visio, Excel and SharePoint.
· Proven history of performance excellence to include customer focus, team building and collaboration.
· Familiar with the Project Management and/or Six Sigma accreditation and experience in driving medium scale Tools deployment is also an advantage.
Job Title: Process and Tools Manager
Department / Org: Cloud Business Unit of 21 Vianet Group, Inc.
Job Description:
If you share our same vision to build customer and partner loyalty for a lifetime, then read on.
Cloud Business Unit in 21 Vianet Group, Inc. (21V) is seeking a Process and Tools Manager to support Microsoft (MS) China Cloud that 21V is collaborating with MS as close partnership. This role will partner with internal stakeholders such as Azure and O365 Product Engineering and Support team but also connect closely with MS counterparts in the tools and process areas. The candidate is to help shaping and driving the future Technical Support experience for our MS Cloud customers in China market.
Supporting our customers to resolve their critical technical issues, every moments of truth are critical to deliver a positive experience and earn their loyalty, the Process and Tools Manager plays a critical role to make this happens: the Process and Tools Manager is expected to act as a trusted advisor to deliver world class customer technical support through our technology with seamless process; execute key initiatives and enable the business to continually improve. The major role and responsibilities includes, but not limited to:
§ Responsible for the governance of the processes and tools used for Azure, O365 and Customer Services and Support engineers to deliver their services via online, phone or email. On a daily basis, you will interact with the engineers, technical leads, and management team to ensure adoption & compliance of the process & tools.
§ Represent 21V, engage with MS counterparts from global team to ensure our regional voice is heard; key requirements are implemented; and collaborate with key stakeholders to share best practices with goals to increase internal efficiency and deliver the best experience for our customers and partners.
§ Engage with Technical Groups in identifying and analyzing tools issues and drive for closure with resolution on a timely manner.
This position is an excellent opportunity for people with strength on technical and process engineering; you will need proven business analysis and project management skills and the ability to collaborate and build successful positive partnerships with global and regional stakeholders.
In Cloud Business Unit, our mission is to lead and serve our customers and partners as they realize their full potential through software and services, we are looking for customer advocates, with high energy ‘can do’ attitude, who thrive in a fast paced environment and are passionate in defining and delivering world class experiences to earn customer loyalty.
Responsibilities include:
§ Navigate the end to end experience for our customers and engineers; identify root causes and propose changes that improve the business with impact in terms of internal efficiency and effectiveness; and customers experience
§ Represent 21V and partner with MS global counterparts for development and deployment of support tools, processes and local Cloud IVR/telephony systems.
§ Manage tools deployments/retirement/upgrades internally and partner with related teams; communicate key updates of process and tools across the stakeholders
§ Build and maintain the governance model; develop and refine process and tools documentation; ensure changes are communicated across all stakeholders in a timely manner.
§ Troubleshoot and analyze tools related issues and drive closure of issues with respective IT or global tools teams
§ Manage changes requests made by stakeholders for tools/process
§ Be the Subject Matter Expert on existing process and tools
Competencies:
§ Impact and Influence
§ Confidence
§ Cross-Boundary Collaboration
§ Interpersonal Awareness
§ Enabling Change
§ Analytical Problem Solving
§ Dealing with ambiguity
§ Planning, organizing and coordinating
§ Communication skills
Qualifications:
· 5+ years of experience working in a Systems or Process Analysis or Program management role or similar.
· Bachelor’s degree in Information Technology or Computer Science and MBA is preferred.
· Understanding of SDLC, process analysis.
· 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.
· Be proficient in productivity tools such as Microsoft Office and have a good experience with the use of Microsoft Word, Outlook, Visio, Excel and SharePoint.
· Proven history of performance excellence to include customer focus, team building and collaboration.
· Familiar with the Project Management and/or Six Sigma accreditation and experience in driving medium scale Tools deployment is also an advantage.
公司介绍
世纪互联（纳斯达克：VNET）成立于1996年，是全球具有重要影响力的网络空间基础设施服务提供商，也是中国领先的第三方中立数据中心运营商之一。作为中国卓越的互联互通网络平台，世纪互联致力于提供业界领先的数据中心服务、中立的云运营及中立的混合IT服务，并率先倡导和实施IDC+重科技创新，打造具有核心技术、超大规模运营能力的网络空间基础设施运营平台。世纪互联拥有近20年的数据中心建设、运维经验，目前在全国30多个城市运营50多个数据中心， 拥有超过29000个机柜，端口容量高达1000G以上，具有优质的网络可靠性和稳定性，并提供高速的互联网及专线接入服务，是中国优秀的互联互通网络平台。
世纪互联Switch+高能数据中心，依托世纪互联在数据中心建设、连接、云服务、一站式解决方案等方面的优势，助力中国构建创新型的网络空间基础设施。目前，世纪互联已构建京津冀、珠三角、长三角三个大的数据中心集群，并实现了数据中心之间互联互通，采用SDN技术保障链路的高可靠性，形成庞大的、全连接的数据中心“大底盘”。
世纪互联Switch+高能数据中心，依托世纪互联在数据中心建设、连接、云服务、一站式解决方案等方面的优势，助力中国构建创新型的网络空间基础设施。目前，世纪互联已构建京津冀、珠三角、长三角三个大的数据中心集群，并实现了数据中心之间互联互通，采用SDN技术保障链路的高可靠性，形成庞大的、全连接的数据中心“大底盘”。