$100K — $150K *
Program Manager for Customer Systems
Overview of Role
Customer Systems portfolio includes Contact Center, GCRM and reseller repair systems and applications used for various functions including opportunity life cycle management, service & repairs case management and knowledge management.
In collaboration with other regional & global IS&T teams, this role will work closely with the APAC IST Customer Systems team to provide incident management, event management, problem management and work on remediation under global follow-the-sun model.
-Incident follow up and Problem management
-Provide project and release go-live, validation support for Customer Systems Applications.
-Lead the design to deployment phases of selected projects.
-Coordinating and providing leadership for critical (P0/P1) issues on key applications during APAC business day under follow the sun model.
-Engaging the necessary support teams, facilitating multi-functional collaboration, working towards mitigation, and communicating to management and business partners.
-Drive progress on global issues during Asia Pacific Timezone and coordinate with global Operation partners to ensure continuity of support and issue resolution where high impact issues span across business hours of other regions (EMEIA, AMR).
-Weekend on call (8 am ~ 4 pm China Standard Time) on every alternate weekend.
-Fostering process and technology improvements for global Customer Systems applications to improve Operational excellence.
-Coordinating Customer Systems support activities and communication for major business events in Asia Pacific.
-Excellent people and communication skills.
-Strong team player.
-Positive working attitude.
-Pro-active and able to work on own initiative.
-Proficient in English to communicate with global counterparts from IS&T and business partners.
Valid through: 12/13/2021