Build and manage a robust technical team to support hundreds of customers in all the public cloud, including AWS, Azure & GCP, from pre-sales to post-sales;Define and implement the Standard Operation Procedure and KPI for all the tech employees;Train the team and improve their English and technical skills. Design Individual Development Plan for them. Push them to think proactively, find issues and resolve or optimize it;Implement a rich Knowledge Base on AWS, Azure and GCP and establish a knowledge sharing culture from daily job summary. Improve the boring air in the team;Think big and design how to improve operation excellence from all aspects of a public cloud partner, including controlling the cost, forecasting risk and optimizing for the customers and organization's whole lifecycle;Leverage and combine the incentive policy of the cloud providers with the customers & partners' demand to provide the world class services;Develop the high quality resource accumulated from years and experience to earn trust from the customers and competitors. Gain broader personal connections of industry and improve my commentary.Lead the team to achieve the following competencies in ONE shot:AWS Migration Consulting CompetencyGoogle Cloud Migration - Services SpecializationGoogle Cloud Infrastructure - Services SpecializationIncrease the number of customers and income by ten times with high quality service & technical skills. More customers are introduced to cooperate with us;Passed dozens of professional certifications of AWS, Azure, GCP, Oracle & Cloudflare.

 Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes Identify and address knowledge gaps, ensure common understanding across the team; Streamline cross-site processes and procedures Own and drive various aspects of quality assurance from technical support team perspective Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting Analyze previous customer cases to identify trends and customer pain-points to drive improvements Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed Partner with our internal Training team to provide input on new service offerings, features, mentoring, and define general technical needs of the team Train new hires and team to ensure they have the right knowledge to help our customersAssist with team coordination and customer communications during AWS critical launches and support events Assist team with handling customer contact (case/chat/phone) as needed Act as key member of the hiring team that hires and develops the best Act as an escalation point within our team

· Learn and use groundbreaking technologies· Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs· Interact with leading technologists around the world· Work directly with Amazon Web Service architects to help reproduce and resolve customer issues· Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services· Drive customer communication during critical events· Drive projects that improve support-related processes and our customers’ technical support experience· Write tutorials, how-to videos, and other technical articles for the AWS customer community· Work on critical, highly complex customer problems that may span multiple AWS services

* Providing prompt, efficient, detailed, customer-oriented service to AWS customers * Working with other customer support teams to ensure a consistent and high-quality level of support* Being a voice and advocate for our customers * Driving projects that improve support-related processes* Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams* Acting as an advocate for our customer, reporting and acting on observed areas for improvement* Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience* Assisting with customer communication during AWS critical launches and support events* Assuming responsibility for developing detailed knowledge about specific product lines and features* Making sure internal knowledge reference pages are updated * Driving projects that improve support-related processes* Assisting with customer communication during AWS critical events* Working with customer support teams to ensure a consistent and high-quality level of support

Solve escalated problems at a highly complex level, involving broad, in-depth product knowledge or in-depth product specialty; include support of additional product line. Identify cause of issues and provide solutions to quickly resolve or work-around issues. Escalate issues that cannot be resolved and follow up with project team members for status as well as to ensure issues are resolved quickly across teams. Ensure that timely and quality customer service is provided to all STO platform customers as stated in the Service Level Agreements. Be self-sufficient with proven ability to succeed within the team structure and able to manage multiple priorities in a fast paced environment. Demonstrate continuous growth in technical knowledge of the various STO tools and services provided. Communicate issues/resolutions effectively within the internal STO Operations Center as well as Microsoft groups and customers via telephone and email correspondence. Responsible for ensuring escalated support issues are resolved in a timely manner, tracked according to standards, and escalated to other groups as appropriate.

1. Build up virtual machine with Win2003, Oracle and Meridium V341, install them properly and configure them well. 2. Get to know the basic functions and components of APM (Asset Performance Management) system. 3. Understand the system data structure, entity and relation family. 4. Proficient in the importing, exporting and updating Oracle database. 5. Able to manage home page, security users, catalog, data and system code. 6. Communicate with foreign experts. Review SIS-user documentation and translate Operator Rounds. 7. Test the integrality of APM system based on test plan.