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Global Support Manager, APAC

Hong Kong · Full-time · Management

About The Position

The Global Support Manager, APAC will maintain excellent relationship and management of tier 1 customers, cross-functional teams, 3rd party vendors, and internal resources from service management team including Technical Support Engineers, and Service Managers for support and operations of Accedo’s solutions.

  • Technical point of contact for Support on Tier 1 Customer Accounts
  • Ensuring all run-mode deployments are functioning within agreed SLA’s
  • Key interface between the Support Customer and Accedo stakeholders (Account Manager, Sales, Professional Services, Support, Operations…)
  • Provide technical leadership to support, software and other engineers on support/operation related tasks/issues 
  • Aware of resourcing needs to ensure coverage of skills is available within the team
  • Assisting with resolving complex issues from clients
  • Act as advisor and as escalation point for day to day issues raised by team members
  • Responsible for training new support engineers and one-to-one meetings
  • Escalation point for Project Managers and Team Leads
  • Administration and HR duties - e.g. timesheets, leave, attendance, performance reviews
  • Work with other Service Team Leads on initiatives, knowledge sharing, and process improvements
  • Build team cohesion with regular team meetings, ensuring team members work well with each other
  • Mentoring and career advancement of team members
  • Identify tools, courses, books, devices, etc. that can help increase team productivity
  • Ensuring best practices, frameworks and processes are being implemented
  • Draft, review, and management of proposals and commercial contracts
  • Creative and provide an environment for upsell of service management offerings
  • Ongoing documentation of the work being done and knowledge transfer
  • Support operation and management of Accedo’s proprietary and custom developed support products and solutions such as XDK, VDK, Accedo One, Studio and OTT Flow
  • Developing and management of support solutions tailored made for each of Accedo's customers


Requirements

  • 7+ years of IT experience in which 4+ years in OTT technology 
  • Degree in IT, Computer Science, Engineering or related discipline
  • Extensive support, operation, and management knowledge of ​Kimble (Salesforce) 
  • Excellent experience in a Service/Support Management role
  • Experience in managing top tier 1 client, proposals and commercial contracts
  • Extensive experience operating in a technical (software) project management
  • Experience in ITIL/ITSM practices
  • Ability to manage, lead and direct support engineers, developers, and other engineers
  • Excellent customer facing skills and strong problem-solving abilities
  • Experience in conducting workshops & seminars to both internal & external stakeholders
  • Excellent commercial sense and ability to understand and manage customers and the team from a technical & financial perspective
  • Exposure to ticket/issue management systems such as JIRA
  • Ability to identify the strengths and weaknesses of each team member and able to provide day to day mentorship & coaching
  • Strong customer service and team-minded
  • Experience in managing online website, content management system and cloud solutions
  • Excellent English communication skills (reading, writing and speaking)

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