I. PURPOSE OF THIS ROLE: 

The main responsibility of this position is to oversee the day-to-day operations of IT products, services, and solutions. Although often associated with a specific area or region, it is not a requirement. The primary goal is to support users of IT products, services, and solutions. The role also involves providing consulting services with a strong focus on IT products/services, thereby assisting in the delivery of goods and services and increasing agility. Close collaboration with other roles, such as development leads and IT architects, is essential to achieve these objectives.

II. KEY RESPONSIBILITIES: 

• Possess extensive expertise in one or more IT products and/or IT services based on the IT Products/Services catalogue.

• Collaborate and align with the business teams to ensure consistency and transparency in customer interactions.

• Ensure that IT requirements match business requirements in accordance with IT Architects.  

• Support the development of IT products/services, particularly in project preparation and early project phases to ensure alignment between demand and supply.

• Conduct requirements and process analysis using relevant tools like process modeling, reverse engineering, organization modeling, and use cases.

• Identify potential opportunities for continuous improvement of IT products/services and communicate them to the Product/Service Owner and Development Lead.

• Collaborate with global and local teams for implementations, upgrades, sustaining operations, and communicate changes in local IT services to stakeholders.

• Utilize effective problem-solving techniques to address a range of issues related to processes, software, and hardware in a professional and timely manner.

• Manage and support various IT services, including client PCs, servers, storage, networks, assets, end-user training, and consulting.

• Take responsibility for continuously improving the performance, availability, and reliability of IT infrastructure through capacity management.

• Assist IT Management in financial matters such as budget planning and cost monitoring, as well as vendor management.

• Participate in emergency on-call duties and work outside regular office hours when necessary.

• Provide support across locations and act as a backup as required.

• Fulfill additional responsibilities assigned by the organization.

III. KEY REQUIREMENTS: 

• Expertise in the relevant IT Product/Service, with a minimum of five years of experience in a similar role

• Good understanding of the overall business model and its impact on related processes.  

• Strong communication and negotiation skills, along with the ability to facilitate workshops and discussions.

• Proficient in analytical, time management, and project management skills.

• Committed to achieving customer satisfaction.

• Familiarity with the IT solution/ product/ service portfolio, focusing on problem-solving.

• Knowledge of ITIL processes.

• Excellent communication skills.

• Ability to work well in a team.

IV. OTHER INFORMATION: 

• Guaranteed 13th-month bonus.

• Yearly performance bonus based on collaborative efforts.

• Meal & Parking allowances 

• Premium insurance coverage for the employee and two family members.

• Interesting Sport program 

• Domestic and international training opportunity 

• Career development program with buddy and mentoring program 

• Enjoyable company activities, team-building events, and year-end parties

• Opportunity to work on global projects for a rapidly growing company and be part of an innovation team contributing ideas to the digital transformation era.