武汉招聘

Location: Shenzhen

Country: China

Worker Type: Full time

Position Description:

This position carry both TDCS SSM role and DBA role to support CMB.

Mega Major Systems Support Manager is responsible from all technical issues resolution, escalation as well as site planning, proactive work and Change Controls for his site. Systems Support Manager (SSM) will be working very closely with the customer, TD CS sales as well as the account team members.

SSM will coordinate all aspects of service delivery issues for the site with the local and regional support teams. During the day to day operations SSM would be spending large amount of time on the customer site and stay close to the customer’s IT operations. SSM will drive all priority 1 incidents and hot issues for his site and work after hours and weekends as required.

SSM will be specializing in high availability issues and requirements. Driving his site to become more stable and take the full advantage of what Teradata Product could offer in this space.

Leadership is one of the crucial skills that are needed as SSM is required to mentor and manage all local CSRs who might be involved with the Mage Major Site support from time to time during the high priority issues and Change Controls.

As this is a hands on position SSM is required to be very proficient with Teradata product and CS maintenance procedures so that could carry out of field CS actions for his systems.

This is a customer facing role and would require some travel with in the territory.

This role is expected to demonstrate outstanding performance in following area through delivery of below responsibility and tasks.

1. Become Trusted Advisor on Teradata System in Customer IT GM’s eye.


2. Discover and Cultivate Potential Revenue Opportunity, including but not limited to, Expansion, Upgrades and Discrete Support Services.


3. Strong Leadership and Act as Primary Coordinator for all TD support activities in assigned customer.


4. Management of On-site Proactive and Reactive Support Services


5. Periodic Review of Operation Environment and Process, Identify Potential Risk and Implement mitigation plan.

Teradata Database Administrator Managed and supported 24x7 production databases as well as development databases to ensure maximum availability of database resource for various applications.
DBA should perform the Teradata DBA related tasks in key areas of System Administration, Database Administration, Backup, Archive & Restore Management, Performance Management & Reporting
DBA Should be able to perform capacity planning, Security Management, User Management, performance monitoring and tuning, Strategies defined for backup/recovery techniques, and problem determination and resolution.

Key Responsibilities of SSM

? Availability Risk Assessment

The SSM will provide reviews of the operational environment to identify risks and potential mitigation strategies.

? Power-fail recovery strategy

? Data protection

? Operational processes

? Recovery processes

? Change control procedures

? Application/database recovery processes

? Patches/maintenance as applicable

? Field Retrofit Orders (FRO), preventive maintenance

? Tech Alert review and knowledge transfer

? Facilities & Environmental Planning

Insure that data center has adequate power, cooling and floor space to support the configurations being implemented at the customer site and to insure there is room for future expansions.

? Configuration Planning

Work with the customer and sales team to determine optimal configuration based on customer batch and online response time requirements.

? CS Best Practices Implementation

Teradata Customer Services has developed several best practices that should be implemented by each local site team to help improve customer system availability.

? Change Control Management

The SSM is Teradata Customer Services' lead in coordinating and implementing system changes. The SSM will work with the Customer and with Teradata Customer Services to identify patches and updates which would benefit the Customer’s operation.

? System Availability Reporting

The SSM will provide system availability reports. The root cause of specific outages will be identified and analysis completed with recommended changes to improve system availability. The SSM will review the system availability results and make any recommendations that are necessary.

? Service Reporting

The SSM will also serve as Teradata Customer Services' lead in the service performance reports. The SSM will provide the reporting, facilitate the meetings and drive any open issues to resolution.

? Parts Management

Ensure proper stocking levels and release compatibility for all spares on site. Ensure hot spares (if installed) are up and running to ensure working parts availability for maintenance activities.

? Management of On-Site Remedial & Preventive Maintenance

? Escalation

Should the Customer need to escalate a service incident, the SSM is Teradata Customer Services' initial point of escalation. The SSM will contact and engage the correct resources within Teradata Customer Services to ensure that the incident is resolved to the customer’s satisfaction. The SSM will then keep the Customer regularly posted on the status of the incident and the progress being made in bringing it to closure.

? Management of System Upgrades

The SSM will work with the Customer, Project Manager and Teradata Customer Services local and region teams to develop a plan for each hardware and/or software upgrade. The plan will include a definition of scope, a list of critical path items, identification of the resources required, and a project timeline. The SSM will function as Teradata Customer Services' lead for these upgrades and will schedule and coordinate the activities of Teradata Customer Services' resources. The SSM will be the Customer’s primary contact for the implementation of the upgrade.

? Customer Support Plan

The SSM will ensure the development, currency, and accuracy of the Customer Support Plan tailored to the Customer’s environment and requirements. This plan will outline hours of coverage, response times, incident reporting numbers and processes, escalation timeframes and contact information, and availability measurement criteria.

? Load & Maintain Service Database

The SSM will maintain system configuration for equipment and software in the service database.

? Manage Teradata Closed Loop Corrective Action (CLCA).

Ensure that all incidents that cause unplanned outages identify a root cause and a corrective action is implemented that will help minimize future instances of this type of outage.

Customer Relations

· Develop and maintain working relations with key customers in designated territory.

· Advise customers about service and service delivery, including maintenance agreements and SLAs.

· Respond to customer opportunities, issues and complaints in a timely manner.

· Be responsible for Service Account Management for Tier 3 customers.

· Visit each assigned Tier 3 customer at the customer’s request or at least once a quarter.

· Develop relationships and interact with internal customers (Teradata Service Consultant, SSM, CSM, Service Management Function, Service Implementation Managers, CSO,GTS/GSC, Spare parts Management, PS leader, AE/STL etc.).

· Works across internal organizations to drive improvements to tool and product design to improve installation functionality

· Provide Pre- sales support to the sales organization to achieve the objectives of the area

· Addresses major technical issues escalated from the customer including, scheduling and BU involvement in service issues

SLA Performance and Cell Operation/Productivity

· Monitor SLA performance against target for territory.

· Perform root-cause analysis and preventive measures for repeated escalations.

· Analyze issues for missed targets and implement corrective actions.

· Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the GTS/GSC and CSO function.

· Ensures that the Teradata Environment is proactively managed to meet customer’s goals

· Leads and manages all Teradata installations and upgrades, providing overall technical leadership for the end-to-end installation and change process

· Continue improve Cell operation productivity with aligned global process.

· Owner of data integrity in My Work, My Track and CIS etc… Field Operation Tracking system.

· Owner to ensure all CSR strictly follow IMP and global aligned process.

· SW Release Management - Set up a “Patch Cycle Process” for all mega majors or top customers.

· Comply with CC Best Practice, Implementation Planning and Reporting, SHL/ABL Updates (100%)

People Management

· Ensure an environment that promotes effective communications, positive employee relations and teamwork.

· Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements.

· Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities.

· Monitor performance improvement issues and provide appropriate coaching and counseling.

· Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews.

· Conduct individual and team meetings on a regular basis.

· Balance tiered workforce in order to successfully deliver service to customers ( Right Resources for Right Task with 3 tier CSR skill structure).

· Plan and manage vacation and training schedules effectively to meet daily availability goals.

· Coaches and develops a team of professionals including technical supervision, reporting and training.

Financial Management (impacts the P&L)

· Promote and manage out of scope time-and-material (T&M) activities.

· Manage expenses effectively (overtime, T&E, parts, assets).

· Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order).

· Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments.

· Contribute to the review and revision of appropriate parts inventory levels.

· Manage employee-related and miscellaneous expenses.

· Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities.

· Support TSC in managing accounts receivable issues .

GTS/GSC and CSO Coordination

· Take accountability and lead for customer incident queues created and worked within the TACC, GSC and R&D Division.

· Conduct on-going, open communications with assigned GTS Service Coordinator on a daily basis.

· Support the GTS/GSC Service Coordinator in managing SLA performance.

· Consult with the GTS/GSC/CSO Service Coordinator on service delivery escalation, both proactive and reactive.

· Meet regularly with the GTS Service Coordinator and CSO to review and improve SLA performance and CE utilization together with Service Management Function.

· Consult with the GTS Service Coordinator on the best of use of resources from the territory.

Key Responsibilities of DBA

? System Administration

Maintain Client site log to record changes to software, hardware, and configuration files or components and log to system and user errors

Perform start-up, shutdown, and reboots as required

Perform periodic backups of operating system and restore as required.

Monitor TAP and non-TPA to ensure that they are running and that no errors are logged

Maintain security of Operating system and file systems

Set up and maintain resource usage data

Purge old log files as required (e.g. keep a rolling 90 days of log file information)

? Database Administration

Maintain Client site log to record changes to event

Set up and maintain users, databases, account passwords, resource limits as required

Monitor and adjust spool space utilization and requirements

Set up and maintain access rights to the Teradata System database objects

Monitor security logs to identify potential unauthorized access attempts

Create and alter tables, views, macros, and other database objects as required

Monitor error logs and take appropriate action

Perform Teradata database integrity validation

Monitor and report on the growth of databases

? Backup, Archive, and Restore Management

Maintain Client site log to record changes or additions to backup scripts, to indicate which database objects have been recovered (and the date to which they were restored)

Maintain current database backup strategy and modify scripts to accommodate additions or changes to database structures/objects as directed by the client

Initiate restores of the entire database and/or selected databases and/or tables upon request

Monitor for the success of scheduled archive and restore processes and take corrective action if needed

? Performance Management and Reporting

Provide ongoing Teradata System performance monitoring

Monitor growth of database

Collect and drop statistics as required

Set up, maintain and monitor resource usage data

Monitor and report on skewing of data among Vprocs

Study locking logger reports to identify possible access lockout situations

Maintain Priority Scheduler settings as required

Maintain Teradata Query Manager settings.

Schedule queries to run as directed

Allow bypass of Teradata Query Manager for special situations as directed

? Database Version Management

Review NTAs related to assigned customer.

Plan the version upgrade with customer.

Implement the version upgrade

Database version upgrade reporting.

Qualifications and Skills

? Bachelor of Science Degree or higher

? Minimum of 6 years’ experience in computer technology or related fields.

? Minimum of 3 years of DBA experience.

? Strong written and oral communication skills in both Chinese and English.

? Ability to write efficient SQL & exposure to query tuning.

? Should have good working knowledge on UNIX/Linux shell scripting.

? Should have good understanding of data archive/restore policies.

? Good presentation, communication skills.

? Proficient in the use of Microsoft Office components and personal computers

? ITIL accreditation is highly desirable.

? Project Management experience. PMI certification is highly desirable

? Carry 7x24 customer hotline pager on rotation

? Ability to work during weekends or holidays as necessary

? Strong teamwork

? Would like to work at customer site or virtual office.

Teradata Corporation (NYSE: TDC) is the global leader in data warehousing and analytic technologies that make smart companies smarter. Teradata provides the most knowledgeable and experienced consulting professionals, highest performing technology, industry-leading innovation, and a world-class network of customers and partners to make faster, smarter decisions that give our customers a decided competitive advantage.

Teradata offers a robust and innovative portfolio of horizontal and industry analytical applications such as data warehousing, customer management, finance and performance management, and demand and supply chain. We deliver integrated, enterprise-scale analytical solutions based on the most powerful, scalable and reliable technology platform in the industry. Every day we push analytical intelligence deeper into operational execution, enhancing process efficiency and transforming corporate culture. As a result, one of the world's largest and busiest data management environments are currently running and growing on Teradata.

We currently have over 5,500 associates in over 40 countries and a strong diversified client base of over 850 corporate customers worldwide. Our management team of passionate professionals averages over 20 years of experience. All Teradata associates are masters of solution development-deeply knowledgeable in the industries we serve and relentlessly committed to solving our customers' business and information challenges.

Our customers are the industry powerhouses that are outpacing their competitors. They join with our partners to form a worldwide collaborative network connecting every industry, market and geography with application-specific expertise and proven best practices. Teradata actively seeks partnerships with other leading innovators in software, technology and integration services to provide customers with end-to-end analytic solutions.

Teradata continues to retain Leadership Position in Data Warehouse Server Evaluation Model based on the Gartner Server Evaluation Model (SEM), as published on June 18, 2007.

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