China Hewlett-Packard Company Ltd
IT Service/System Integration | Joint Venture | 1000+2007-8 - Now ITO consultant
Shanghai | Full-time | TSG-HPS-OS | China Outsourcing Service Delivery Manager
Customer Service
Mid Career(2+ years experience)
1. Technical Support and Team Lead (2007/08 -- )a. Keep SLA of team during operation
b. Manage incidents, especially high priority incidents. Co-ordinate with related technical teams till incident closure
c. Perform Root Cause Analysis on recurring incidents and work out improvement plan
d. Manage RFCs during operation
e. Manage IT assets Configuration Mgmt. Keep CMDB updated
f. Report regularly to Account Mgmt Team on operation metrics of team, e.g. SLA, ticket volume, customer satisfaction survey result, etc
2. Project Manager for IT Outsourcing Services (2008/04 --)
a. perform project financial analysis, constantly monitor project expense and invoicing during implementation
b. Prepare statement of work, negotiate with customer and maintain project scope
c. Estimate resource need, interview to hire qualified engineer resource, monitor and evaluate performance
d. Keep pre-defined schedule, adjust resources to meet project schedule when needed
e. Formulate technical documentations and train engineers or End-Users
f. Work out communication plan and escalation matrix. Host regular meetings with internal team and report to AP Program Manager
g. Discover customer needs, keep customer satisfaction and loyalty
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