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IT Manager - China in Shanghai at Marriott Vacations Worldwide Call Center

Date Posted: 11/29/2018

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

JOB SUMMARY 

The IT Manager's job position will cover the following areas: 

  • Responsible for all aspects of IT operations & services, as well as managing relationship with key business stakeholders and outsourcing partners ensuring IT services delivered according to SLA and timely meet business expectation/demand at best quality and cost effectiveness.
  • Serves as 1st level support and function as the initial focal point for all workflow related to incidents and service request for associates based at the property. The role is responsible for performing repairs, installations, and maintenance of all property-based systems.
  • Customer support will include the completion of calls with particular focus on providing technical expertise and knowledge for the MVCI desktop systems and application environment, infrastructure and business-related applications including TSW, Vfire, OSC (Online Service Catalogue) Asset Management and Universe.
  • On a day to day basis more specifically leads and coordinate all aspects of the Call Centre operations, systems and related interfaces to call centre MVW business applications, including the improvement and implementation of business processes, the associated problem solving with support, and introducing new related technologies to the field while anticipating the business needs.
  • Partnering closely with the business to align business-IT security governance to maintain balance between service capability and management of security-related risks.
  • Effective ongoing communication with the business and end users such that opportunities are taken to improve infrastructure service, overall service delivery and its performance is well understood and their expectations are managed and met. 

JOB SPECIFIC TASKS 

Risk Management (20%)

  • Performs reviews and assessments on IT infrastructure to comply with China's Cyber Security Law
  • Ensures compliance with local China policies on confidentiality, integrity and availability of associates' and customers' data
  • Conduct ongoing assessment of MVW internal systems to ensure compliance with China regulatory requirements, with follow up remedial action if any differences are identified
  • Hold the role of technical IT advisor to the business, providing guidance on China IT Network Infrastructure requirements, and effectively planning to ensure compliance with China IT and cyber security regulations.
  • Proactively advises on maintaining property audit documentation in partnership with IT Operations 

Support (40%)

  • Responsible to assist our customers with resolution of 1st line support calls, with expertise in supporting the local environment and ensuring superior customer service is provided to all internal clients.
  • Responsible to liaise and work with management, vendors and the technical teams based in the Singapore, UK and the USA to resolve incidents and fulfill Service Requests.
  • Responsible to record, update, monitor and resolve incidents and requests in the service management systems in accordance with SLA and to escalate incidents as required.
  • Responsible to ensure that support matters are properly documented and to assist in reviewing them for adverse developing trends.
  • Responsible for local hardware configurations including but not limited to printer, fax, telephone and mobile phone setups.
  • Responsible for desktop and laptop deployments and packaged software installs under the proviso all corporate standards and software licensing conditions have been met. This includes associated processes for the backup and restoration of user data e.g. user preferences, favorites, shortcuts, PST files, remote desktop connection to TSW etc as well as hard drive encryption for all laptops and desktops where PCI data is in use
  • Responsible for liaising with local service providers to resolve telecoms and data line problems for both front and back of house systems.
  • Responsible for reporting incidents for warranty covered items to external vendors etc and overseeing the replacement of parts etc.
  • Responsible where required for local procurement of hardware and software through corporate approved vendors only, using OSC for relevant approval.
  • Responsible for provision user training: Outlook, network drives and corporate data security policies (MVP's).
  • Responsible for ad-hoc administration duties including the shipment of faulty hardware (where necessary) to Singapore or local vendor.

Projects (20%)

  • Partner with AP IT Director to drive authorized China business projects which involve working with the wider IT department and collectively ensuring the successfully delivery, but also keeping the business fully informed with relevant information where change to systems, applications and processes is involved.
  • Responsible for office re-organizations: desktop, laptop PC, telephone, fax, printer movements as necessary and all related work e.g., network port patching etc.

Maintenance (20%)

  • Responsible for performing asset audits and ensuring the computer asset inventory is accurate. This includes the maintenance of accurate user records and department codes for revenue generation and security purposes.
  • Responsible for hardware asset decommissioning, wiping data and disposals in strict accordance with corporate policies.
  • Responsible when necessary and under guidance of senior staff; to assist with troubleshooting and performing preventative maintenance for server, router etc related issues in the computer room.
  • Responsible for maintaining a secure IT environment including performing security updates and ensuring the local server room is clean of clutter, all cabling is tidy, no unauthorized equipment is installed and there is no risk of air conditioning failures or flood damage.
  • Responsible for maintaining and ensuring all internal support and installation documentation is up to date including escalation information at all times. 

CANDIDATE PROFILE

  • 3-5 years' work experience in technical customer service support role or having equivalent type of skills experience
  • Experience in a call centre environment and supporting VOIP solutions will be an advantage
  • College degree and/or related experience typically required. Professional qualifications e.g. ITIL v.2 or v.3 Foundation preferred but not essential.
  • Knowledge of systems used by business departments -- Peoplesoft is essential, Opera PMS, Micros POS 9700, FCS Call Accounting, Saflok Door lock, Sun Accounting, etc. will be an advantage
  • Proficiency in English & Mandarin required; additional languages (e.g. Cantonese) an advantage.
  • Intermediate computer proficiency in the use of Microsoft Office; computer word-processing skills with specific knowledge of Microsoft Excel and Word.
  • Ability to work under pressure, manage multiple priorities, and be a self-starter, with ability to work within tight deadlines and meet targets.
  • Proven ability to work in a team environment and interact with all levels of the organization.
  • Excellent written and oral communication; verbal, and non-verbal listening skills.
  • Patience and understanding, especially with any language-related barriers.
  • Positive and enthusiastic attitude.
  • A professional and knowledgeable image.  

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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