上海招聘

Role/Description:

? Monitor the Shift Lead Dashboard on continuous basis

? Frequent assigns tickets to staff members and track progression

? Consistently monitor staff performance and provide coaching and guidance to increase staff effectiveness

? Ensure achievement of the resolutions objectives and service level agreements (SLA’s)

? Work as an escalation point for issues that do not meet standard norms or outlined processes

? To be responsible for the way critical tickets are handled in his / her shift and ensure consistent support levels are delivered for each critical ticket: by taking care of communication
tasks, and coordinating with the critical incident manager and the concerned support engineers for the troubleshooting.

? Provide daily , weekly, monthly shift production reports , and perform the handover process at the end of his / her shift

? Manage work streams for global initiatives and projects as assigned

? Motivate his / her team members and take care of the team bonding activities

? Manage the staffing in his / her shift and take care of the shift planning/shift scheduling and Leave planning as per the number of resources available

? Monitor the application of the standard procedure by his / her team members and contribute for the Knowledge Management system called Solutions

? Ensure proper handover of activities in case of joiners and leavers of engineers

Position Requirements:

? English language skills – Mandatory

? Mandarin language skills – Mandatory

? Good knowledge of Microsoft Office – Mandatory

? Good knowledge of Windows XP/Vista/ Win7 – Mandatory

? Basic knowledge of Active Directory & Networking protocols.

? Previous technical helpdesk & desktop support Leadership experience

? Meticulous, diligent & an eye for detail

? Ability to manage expectations

? Process-driven

? Ability to multi-task & willingness to work in multi-shifts as per business requirements.

? Team player

? Confident and professional at all times.

Additional Notes:

? Willingness to learn and adapt to new technologies.

? Certifications like MCP 70-270, 70-291 & ITIL v3 would be preferable – if currently don’t have these

? Certifications should be willing to get them completed.

? Effective communication and relationship-building skills

? An appreciation for cultural differences

? Should be ready to travel for a limited period of time

关于SunGard
SunGard成立于1982年，是世界最大的企业应用软件解决方案供应商之一（福布斯数据）。SunGard年收入超过56亿美元，位列美国财富500强。全球拥有员工20000人，服务遍及全球70多个国家，企业客户超过25,000名，其中包括世界上最大的25家金融服务企业。为金融服务、高等教育和公共部门提供服务。

关于SunGard中国区- SunGard Global Technology
SunGard Global Technology (简称“SGT”), 是SunGard于2007年在上海成立的研发中心。自成立至今，公司规模和员工人数逐成倍递增，SGT目前拥有近200名员工。我们为海外客户提供是领先的软件和处理解决方案，致力于为国际金融服务机构提供全球久经验证的国际产品以及市场定制解决方案。

常见Q&A
1.问：SGT与金仕达的区别
答：SGT：是SunGard在上海成立的研发中心。为SunGard国际产品提供研发和专业服务。现在我们也积极开发包括中国在内的亚太市场，已经取得了非常不错的成绩，未来我们将继续加大对亚太市场的投入，扩大我们在这一地区的市场份额。
    金仕达：是SunGard在上海收购的local企业（原复旦金仕达），是面向于本地产品的研发部门。致力于金融软件和高等教育等服务。包括市场、研发等部门。我们同属于SunGard中国区，您所应聘的岗位属于SunGard-SGT。

2.问：SGT有哪些部门？
答：我们是国际金融软件供应商，部门的名称也与金融行业息息相关。部分部门介绍如下：
Corporate Liquidity：为企业提供业界领先的资金流动性和风险管理的解决方案，帮助企业充分降低经营成本、更好地运作现金流。目前已经有40多个国家，2500多个组织使用了我们的解决方案。
Capital Markets：提供成熟解决方案帮助金融行业大型客户节省运维费用，减少风险和复杂度。

3.问：SunGard的价值观？
答：A. Trusting our people
        B. Making wise choices
        C. Taking pride in doing the right thing and do it well
        D. Achieving value for our customers and stakeholders