东莞招聘

TITLE: IT Store Operations & Implementation
DEPARTMENT: China IT
REPORTING TO: IT Store Operations & Implementation
LOCATION: Shanghai
GENERAL SUMMARY:

Responsible for managing the China Stores IT Functions providing support to all China business partners on store related issues. Also responsible for managing the Store environment and implementation functions enabling the business to open, close and re-model stores, implement continuous improvements and roll out new technology to the stores.


ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Manage the Second Level Stores Support Service
? Analyze and solve problems recorded in tickets assigned to 2nd Level.
? If determined that problem should be resolved at 3rd level, manage problem through to next level of support.
? Participate as part of an on-call team for store support emergencies.
? Responsible for ensuring the 1st Level Help Desk have up-to-date knowledge and providing training to the Help Desk agents.
? Responsible for managing the Stores vendor, attending service review meetings and ensuring that agreed service levels are met.

2. Maintain test environments
? Ensure hardware and all peripherals are on current software release and working correctly.
? Build and maintain the test labs at the correct software releases.
? Partner with the IT teams in the US to ensure compliance with international IT requirements.

3. Maintain technical knowledge
? Work with other 2nd level team members and developers to learn about possible support issues with new releases – including cross training in US & China where appropriate.
? Work with project managers to obtain training on new store technology initiatives. Arrange for any external courses & training necessary to support new store technology initiatives

4. Provide exceptional customer service
? Inform the in store leadership teams about all possible IT issues, Helpdesk relationship, service levels.
? Gain information from the stores about possible ways to improve the service provided to them.
? Partner with the field teams based in Head Offices and inform them about new IT projects.
? Communicate frequently with vendors to ensure good service is maintained.
? Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA’s.
? Ensure the business partners are kept informed at all times regarding the status of any outstanding call they have placed.
? Escalate issues and resolution to Manager.

5. Store environment management
? Ensure an up to date schedule of store implementation plan is in place and shared with relevant business partners.
? Responsible for ensuring IT store asset inventory levels are adequate for the future new store schedule and that additional equipment is purchased as and when required.
? Responsible for ensuring that an effective handover takes place for new store openings and re-models.
? Responsible for ensuring that any IT issues that arise from store openings and re-models are captured and followed through to resolution.
? Responsible for managing the Vendors, attending service review meetings and ensuring agreed service levels are met.

6. Project Responsibilities
? Perform the lead role & be accountable for the delivery of infrastructure implementations.
? Partner with the business and technical teams to complete change control documentation as necessary.
? Negotiate with business partners and vendors to develop deployment and training plans.
? Ensure post implementation reviews are conducted and communicated for all initiatives.

7. Leadership
? Contribute to the recruitment process for IT staff
? Consistently demonstrate a high degree of professionalism, interpersonal behavior and leadership.

8. Strategy / Vision
? Identify opportunities for improved operational efficiencies.
? Identify technology advances that could help Business Partners
? Partner with business teams to assess and prioritize their needs
? Constantly review the service offerings from both internal and external suppliers and recommends the preferred service provider.
? Continuously reviews current vendor contracts, ensuring Service Level Agreements, processes and procedures are adhered to
? Monitor other vendor’s service offerings and cost solutions.


ORGANIZATION RELATIONSHIPS:

This role will be accountable for working with GAP Store Operations teams, GAP construction team, GAP China IT team, GAP US teams and external IT service providers.
.

REQUIRED QUALIFICATIONS:
1) Knowledge, skills & abilities:
？ Proven capability of troubleshooting / problem solving in a technical environment
？ Advanced understanding of computer connectivity technologies e.g. Routers, hubs, switches etc
？ Advanced understanding of computer hardware / software and interdependencies e.g. Windows, Linux, DOS, e-mail
？ Advanced knowledge of store POS systems and implementations


2) Minimum educational level:
？ Bachelor degree from a full time university

3) Minimum experience:
？ At least 2 years experience of managing a support team
？ Proven experience of managing new store initiatives or projects.
？ Proven experience of managing/coordinating store environment.

GAP为各年龄层消费者带来经典的美国风尚。
 
从1969年创立以来，GAP一直广受时尚消费者青睐，人们喜欢用GAP时髦又休闲的服饰轻松搭配，穿出自己的时尚风格。今天，GAP依然是人们选购T恤、帽衫、贴身裤装和牛仔等衣橱必备的首选品牌。
 
从最初的Gap发展到现在包括GapKids, babyGap, GapMaternity和gapbody的全系列产品，GAP能满足各年龄层消费者的时尚需求。
 
发展至今，GAP已成为以“酷、自信、休闲”风格的服饰演绎生活方式的文化标志。