Opportunity Description
- Supervise and support the service desk team to ensure timely resolution of incidents and service requests, fostering a culture of accountability and speed.
- Handle Level 1.5 to Level 2 escalations with technical precision, ensuring SLA compliance without compromising user experience.
- Support China users primarily in their native language, using English only when required for vendors, non‑China users and internal parties.
- End‑to‑End incident management, from detection to resolution. Lead teams and vendors during outages to troubleshoot and resolve issues. Serve as the primary communicator to stakeholders and users on status, downtime and updates.
- Conduct post‑incident root cause analysis and implement corrective actions .
- Ensure all support activities are properly documented and logged in the system, maintaining data integrity for accurate reporting.
- Maintain and upda...
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