Coordinate cross-functional delivery — align business analysts, developers, QA, vendors, and operations teams around a shared plan and shared milestones.
Apply testing-phase knowledge — understand unit, integration, system, regression, and UAT testing phases well enough to plan realistic test cycles and set clear exit criteria for each stage.
Partner with vendor and QA teams — work closely with vendor delivery teams and internal QA to make sure test coverage spans all angles — functional, integration, performance, security, and regression — not just the happy path.
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Deploy and maintain products in the customer's system landscape.
Propose solutions regarding the customer operational issues and tune/configure products and related key software component as Operating System, Databases, application and web servers.
Define and lead performance scalability and testing projects and configurate integration components such as LDAP, SAML, databases, middleware etc.
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Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
Create a weekly report to send to the Info Systems Project Management team to assist them in reviewing incidents to determine what events have occurred that may be operational losses.
Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Maintain and harden existing sites — firmware, switch configs, IP documentation, rack hygiene, cable labelling, replacing failing routers and APs with minimal store downtime.
Reduce repeat work — when the same fault appears at three stores, you raise it, script around it or propose the permanent fix.
Support endpoints — in-store PCs, terminals and printers, remote support via SSH / RDP / RustDesk / MeshCentral / Intel AMT.
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Applies proven analytical and problem-solving skills to help validate processes through careful testing in order to maximize the benefit of business investments in initiatives.
Analyze business and technical specifications to ensure test coverage across the entire integrated system.
Keen to work with test automation engineer to automate tests.
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Lead and manage the asset lifecycle process from procurement to asset disposal
Lead weekly team meetings with members in Asia
Work in conjunction with other IT Coaches on improving the quality of support services by identifying areas that need improvement through analysis, performance metrics reporting and identifying consistent and persistent problems from incidents
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