● Oversee requests, incidents and problems within specified region. Manages andcoordinates urgent and complicated support issues. Act as escalation point for all requestsand incidents.● Develop and mature ticket escalation processes to ensure free flowing escalation andinformation within the organization.● Train, coach, and mentor IT Engineers including career development. Develops trainingmaterial for support staff. Directly manages Service Desk Engineer team in specified region.● Schedule employees working times and provide backup support.● Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly,monthly and as needed.● Monitor and manage ticket queue (participating in escalated requests as needed).● Will drive Ticket Deep Dive and develop strategies for improvement.● Work to make Service Desk the single source of truth and service delivery channel for IT.● Oversee Solutions repository and ensure top quality solutions are available to the staff.● Develops an effective and workable framework for managing and improving customer ITsupport in the organization.● Advise management on situations that may require additional client support or escalation.● Acts as technology advisor to assist internal procurement process for APAC.

• Developing and overseeing the installation of systems, which includesoftware and hardware• Analyzing existing computer systems and making recommendations forupgrades and improvements.• Performing tests and troubleshooting, as well as quality assurance• Monitoring employee productivity and providing constructive feedbackand coaching• Organizing workflow and ensuring that employees understand theirduties or delegated tasks• Manage staff that upgrades and maintains a company's computersystems, including databases, mainframe systems, datacommunication networks and software programs• Responsible for overall technical process in Operations and support them on work process/technical problems• Supervise Research and Development team in research to keep company technologies, tools and processes up-to-date and compliant with industry standards and techniques, as well as company policies and standard of work and performance.• Transform current network and software to be global standard.• Creates a disaster recovery plan for corporate data and systems• Manage overall IT progress and budget.

• Explore and identify key opportunities for businesses and establishprofessional relationship with key personnel in organization.• Work with partners to develop sound GTM plan, build pipeline, andexecute sales• Coordinate the involvement of company personnel, including support,service and manage resources, in order to meet partner performanceobjectives and partners’ expectations• Meet assigned targets for sales volume and strategic objectives inassigned partner accounts• Lead solution development efforts that best addresses end user needs,while coordinating the involvement of all necessary company andpartner personnel.• Deploy latest technology with new or existing clients