Job Description
Managing the DFI Retail Store support team. You are required to:
Retail store support manages and provides day to day IT support to our Stores. This is done either by the in-house team themselves or by coordinating the work with selected vendors.

Is this your next challenge in Retail Store IT Support
The challenge is to:

• Manage the Hong Kong store support service and work collaboratively with the level 1 counterparts in Manila support centre or other IT teams in the organization
• Supervise and provide guidance to the store support team (both local and in offshore) during incident management and critical support situations
• Monitor store support SLA and provide team KPI reporting on timely basis
• Review and approve store related changes, ensuring proper change deployment procedures are being followed by store support
• Supervise store support team to perform system regression testing and other change related activities, e.g. post sanity checks
• Manage external IT service / hardware providers (where applicable) in ensuring effective and quality services are delivered for all HK retail stores
• Conduct vendor performance periodic review, and act as internal escalation point for HK when it comes to unsatisfactory service level
• Follow group retail system standards for store equipment and comply with group standards for day to day support process
• Support hardware software procurement work for store related projects
• Act as focal point for annual or regular IT audits for retail store systems related
• Support vendor evaluations and selection for outsource hardware and support service provisioning
• Provide non-office hours roster duty support
   

Do you have experience in Retail Store IT Support ?

• Manage the Hong Kong store support service and work collaboratively with the level 1 counterparts in Manila support centre or other IT teams in the organization
• Supervise and provide guidance to the store support team (both local and in offshore) during incident management and critical support situations
• Monitor store support SLA and provide team KPI reporting on timely basis
• Review and approve store related changes, ensuring proper change deployment procedures are being followed by store support
• Supervise store support team to perform system regression testing and other change related activities, e.g. post sanity checks
• Manage external IT service / hardware providers (where applicable) in ensuring effective and quality services are delivered for all HK retail stores
• Conduct vendor performance periodic review, and act as internal escalation point for HK when it comes to unsatisfactory service level
• Follow group retail system standards for store equipment and comply with group standards for day to day support process
• Support hardware software procurement work for store related projects
• Act as focal point for annual or regular IT audits for retail store systems related
• Support vendor evaluations and selection for outsource hardware and support service provisioning
• Provide non-office hours roster duty support