上海招聘

职位描述：
Job Description
Tech Link (TL) Sub Regional Lead
Coordinating the delivery of TL & AV Link Support Services across the GCR geography, the TL Sub Regional Lead will have excellent knowledge of hardware support as well as an understanding of security, communication, collaboration, and productivity application support for desktops, laptops, and mobile devices.

The TL Sub Regional Lead is responsible for delivering world-class support by managing, evaluating, and developing our Tech Link Technicians in support of client business outcomes. The TL Sub Regional Lead directs technical staff towards the achievement of daily objectives in accordance with the contractual scope of work, initiatives, value add services, and SLA targets. He/she will effectively build relationships with both the internal team and client stakeholders. The TL Sub Regional Lead will resolve escalations and coordinate service support focused on achieving the best client service experience possible.

Whenever possible and/or when a nearby Microsoft site and workspace space is available, the TL Sub Regional Lead will work in a Microsoft facility to maximize his/her emersion in the Microsoft culture and environment and increase their awareness and exposure to the daily activities of their local technical staff.
Duties/Responsibilities include:
? Lead team meetings to discuss service delivery performance, projects, initiatives, events, customer feedback, training, and new services as it pertains to contractual commitments
? Supervise TL staff and direct day-to-day coverage and activities
? Train TL support staff on essential support material and potential problems and solutions.
? Understand customer requirements and business opportunities
? Energize staff and continuously seek new ways of increasing support efficiencies
? Ensure all phases of Tech Link and AV Link support are coordinated, monitored, logged, tracked, and resolved appropriately; often serve as the final escalation point.
? Foster positive end user relationships and drive customer satisfaction
? Review performance reporting, analyse performance trends, forecast resource requirements, and implement corrective action as needed
? Provide constructive feedback and collaborate with internal groups with regards to current/new services, initiatives, projects, and performance metrics
? Track and report team performance metrics and project summary status periodically
? Measure customer feedback regularly from those receiving TL and AV Link services and present findings to management with continuous improvement recommendations
? Implement programs and processes to ensure the highest level of service, efficiency, quality, and response
? Act as a single point of contact and be the advocate between cross-functional groups
? Continuously seek opportunities for maximizing productivity/efficiency and cost reduction for service delivery through leveraging innovation, tools, automation, and best practices
? Establish, communicate, and implement policies, procedures, best practices, recommendations, and guidelines for standards
? Work on (and often lead) technical projects requiring expertise and creativity in analysis and deployment of technology
? Collaborate with other IT Field Support teams and groups.
? Occasional availability outside of normal business hours
KNOWLEDGE, SKILLS AND ABILITIES (REQUIRED):
? Service Delivery Management experience required
? Ability to plan and prioritize effectively and to manage/supervise projects and work queues
? Ability to work cooperatively with a global team
? Ability to multi-task
? Proven experience working with and managing virtual or remote teams
? Sound capability to influence stakeholder’s
? Strong relationship building skills
? Solid understanding of the ITIL Service Management framework
? Creative and analytical approach to problem solving using logic skills
? Ability to adapt quickly to dynamic team environments to maintain a consistent and effective contribution
? Excellent oral and written communication skills
? Good –strong knowledge of the English language 举报 分享

优利上海信息技术有限公司成立于2006年2月，是由美国优利系统公司投资620万美金成立的独资公司。美国优利系统公司距今已有百年多历史。是全球的信息方案提供商之一，在全球100多个国家和地区提供针对不同行业的解决方案。

作为全球前十大it服务外包供应商，优利上海信息技术中心将整合优利全球行业解决方案和卓越的服务执行力上的优势，为优利全球的客户提供高质量具竞争力的it离岸外包服务，协助达成其预期的业务目标。其提供的服务将涵括业务流程外包服务，it外包服务（包括数据中心管理），以及软件开发外包服务。在未来的五年内，优利上海信息技术有限公司将在中国设立2-3个服务中心，员工规模也将超过一千人。

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing.
For more information on how Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets, visit www.unisys.com.