Japan IT is embarking on a journey to transform its operating model and the information system architecture, shifting towards a model leveraging global capabilities and local expertise.
Combined with a transformation of the Digital organization on the business side, Chanel Japan IT is also developing capabilities in Digital to accompany business initiatives and search for new talents to support the strategic business activity in our owned retail network.
Summary of position
The role will be primarily responsible for coordinating and supervising the day-to-day activities of the IT Infrastructure Operations and Production Support to provide a stable and secure environment to Chanel business. As such you will interact with the team in charge of our state-of-the-art offshore datacenter facility. Manage outsourcing services provider to ensure the availability, performance, and security of production environment.
Responsibilities
IT Operations & Support Management
-; Manage outsourcing service provider(s) to support a 7x24 daily operation for servers & network infrastructure (LAN & WAN), telephony, database servers, data center facilities, information security to meet current business needs and future capacity expansions.
-; Manage and make sure service providers follow our IT Operation Management Processes including Incident, Problem and Change.
-; Manage a small internal team to provide service consistencies across the region and develop operational standards that can be applied to the countries in the region.
-; Interact with IT Service Desk and outsourcing service providers to ensure second level diagnosis of IT infrastructure and operational issues, requests, incidents or problem resolutions in a timely fashion.
-; Work with Global/Asia Pac region team where necessary to develop and fine-tune solutions that should address long term IT strategies and reduce maintenance & operation support risks & issues.
-; Review and analyze day-to-day operation procedures together with service providers and identify potential operational improvements while effectively controlling costs.
-; Plan and coordinate Patch schedules with internal IT teams to ensure no conflicts, which would affect the production environment. Establish IT Disaster Recovery and Contingency Plan. Continuous improvements on SLA, OLA and KPIs with different stakeholders.
Vendor Management
-; Conduct periodic performance and KPI reviews with the service providers based on agreed contractual terms and conditions.
-; Keep a solid working relationship with vendors and manage escalations as required.
-; Manage billing, payments and contract negotiation as required.
-; Provide proper budgeting and forecasts to the IT operations and establish service catalogs that can clearly present to the IT teams in the region as well as the business.
-; Willing to work in non-office hours and under pressure. Some overseas travel may be required.
People Management
-; Able to communicate effectively with internal business and IT teams, and effectively make sound management decisions
-; Coach and lead the operation team to constantly challenge self and display professionalism
Project
-; Contribute to the enhancement of IT solutions in the Chanel Japan region through rollout of new versions
-; Lead and manage global project deployment
-; Projects could include things such as the deployment of new ITSM tools, creation and deployment of a service catalogue to rationalize existing infrastructure management and better optimize the usage of infrastructure resources.
In addition, it is required to assist various event organized by divisions from infrastructure perspective to add more value to business and ensure the smooth operation of the event.
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