Reporting to: Leader Global Delivery Services, Technical Operations

Department: Global Delivery Services

Introduction:

Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations in South and East Asia. MTS provides services to 30+ Fortune 500 clients cross Information Technologies and Industries through a network of regional and local subsidiaries, which are located in Singapore, mainland China (Shanghai, Beijing, Dalian, Wuhan, Chengdu, Guangzhou and Shenzhen), Hong Kong, Korea and Japan. MTS has been actively expanding its solution and service offerings through sustainable investments of vendor capitalists in developing proprietary services, solutions and establishing strategic partnerships with leading international partners such as CISCO and AVAYA.

MTS Enterprise Services (ES) business, which provides Enterprise Resource Management (ERM), Enterprise Network Services (ENS), Enterprise Process Services (EPS) and Enterprise Outsourcing Services (EOS), has been highly appreciated by our clients.

 In addition, MTS has a strong servicing team, staffed with senior international domain specialists, providing business and IT consulting, project management, application virtualization testing and IT operation support services.

 MTS is a socially-responsible equal-opportunities employer with over 100 highly-talented professionals, managed by a world-class multi-national executive team.

Purpose of the Role:

To provide support to all internal and external customers; instructing, mentoring and training team members to develop robust departmental systems, policies and procedures to sustain a high level of service to MTS customers. Lead by example and foster a continual improvement culture.

Key Responsibilities:

The list of responsibilities below is not a definitive list and is subject to change as the business needs deem necessary. You may be required to undertake differing tasks within your capability.

• Leading The Team
  • Plan team activities to make sure that there is sufficient cover at all times for the delivery activities,
  • Be responsible for updating team schedule with client activity, training holiday, sickness etc.
  • Provide induction and build capability through on-going training and coaching of team members
  • Manage performance; provide development plans and conduct appraisals which encourage employee engagement.
  • Assist Senior management with the recruitment of new team members.
  • Work in a professional and pragmatic manner, respecting all employees throughout the business according to our Code of Conduct
  • contribute to a better working environment for yourself and your co-workers. This
  • includes self-awareness, initiative, accountability, persistence, resilience, patience, perceptiveness, and emotional regulation.
  • Be aware of your health and safety responsibilities and co-operate on all Health and Safety matters and rocedures, taking care of yourself and others.
• Customer Satisfaction & Excellence 
  • Building a personal relationship with key client staff                 
  • High level of customer satisfaction by delivering successful Service Deliver     
  • Evaluate customer feedback and identify ways to maximize customer satisfaction.         
  • Good communication regarding issues resolution and progress of activities
• Operational Excellence
  • Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency,
  • Co-ordinate the activities of the Service Delivery engineer in the assigned Geographic area e.g., North Asia, ASEAN and India; provide support and advice to team members.
  • Monitor performance and lead the team to achieve key performance indicators (KPIs), Service Level Agreement (SLA) or Service Level Objective (SLO) for both incident and Service Request and provide an excellent service to customers.
  • Ensuring that Issues are
  • Ensure that standard operating procedures are documented and maintained.
  • Produce written reports such as Incident management, Activities report, when required to do so,
• Capability development
  • Ensure that own skill sets are continuously improved through training and certifications,