Role & Responsibilities:
Job Definition (Key Purpose of the Job):
To maintain the day-to-day IT operational support for retail stores in his or her local market(s). To support the regional store initiatives and operations as needed.
Key Result Areas:
- Provide first and single contact for retail stores IT needs and daily issues.
- Provide day-to-day system administration and technical support services including network connectivity, software tools, on regional IT facilities
- Monitor Service Desk tickets assigned to the queue and resolve in timely based on the severity; Analyze the incident tickets, determine root cause, and area for improvement
- To manage the performance of outsourcing vendors to support Asia retail stores ensure that service levels are achieved, meeting, and exceeding expectations in regard to defined KPIs, SLAs, and customer expectations/requirements.
- Work closely with businesses, understand their needs and fine tune the support process
- Deliver and manage local deployment of regional and global projects
- Document standards, procedures and perform proactive operations for IT support
- Conduct retail system training for business and outsourcing vendors
- Manage 3rd party vendors by reviewing vendors’ performance and devise improvement plans if required
- Source local country vendor for various IT support needs (e.g. network/broadband providers, WIFI services etc.)
- Work with country, regional retail managers for new store opening and store closure in an effective manner.
- Handle issues, make suggestions for improvement
- Being flexible to stand by & support during odd hours when is required.
- Escalate and report all emergency cases to regional support team.
Competency Requirements:
Behavioral Competencies -
Integrity, Courageous, Curious, Persevere, Empathy
Functional Competencies –
- Experience in industry common POS and CRM systems
- Vendor management experience
- Candidates with a background in system support within the retail sector are strongly preferred.
Experience
- Minimum Relevant Experience: 3-5 years
- Minimum Supervisory Experience: n/a
- Nature of Work: Service management, vendor management, technology management
- Solid knowledge of POS related Hardware and Software knowledge.
- Knowledge of retail technologies, IT service management/ITIL is an added advantage
- Ability to interface with users and IT teams
- Strong personality with excellent communication,
- Confidence working with staff up to the highest levels of management
- Highly motivated and strong team player