Job Function

ART, Advanced Resolution Team, is the second tier support of Mars Helpdesk. The ART Analyst is responsible for 3 key areas: 1) Act as the 2nd tier support to solve user issues escalated by 1st level helpdesk. 2) Monitor global infrastructure including servers and network, follow-up on those alerts. 3) Crisis management and problem management to ensure the resolution of crisis and follow-up.

Furthermore, ART is responsible for the provision of technical expertise to resolve complex infrastructure problems. ART needs to work with other teams globally to deliver the deployment of new technology and accomplish the project. The successful candidate will also work with tier 3 expert centre groups to assist in the take-on and support for new technologies and drive Problem Management based on the ITIL - IT Infrastructure Library framework.

Note, a critical component of this role is the successful candidate's ability to commence work at 7:00am, work weekends and holidays as scheduled.

Responsibilities Areas

· Respond to events (customer calls, automatically generated alerts, email requests, voice mail, etc.) for all technologies supported within predefined service. Perform initial diagnosis of technology or application related problems. Promptly escalate alerts and issues to appropriate functional or technical experts as required.
· Quickly develop necessary technical and functional skills through training, on the job experiences, cross training with experienced analysts, etc.
· Assist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment. Maintain awareness of production environment at all times across a wide range of technologies.
· Assist in definition and documentation of processes and procedures, maintenance and enhancement, including change control processes, problem recording and reporting, updates and final solutions, assigning problems to resources capable of handling them and participation in root cause analysis, etc.
· Resolve problems based on documentation. If problem cannot be resolved, work with tier 3 expert teams on resolution.
· Be able to handle Crisis management for infrastructures outages across regions. Act as liaison with associates outside the GTS and keep all appropriate people at all levels of the business informed of problems, during planned and unplanned outages, etc. Included in decision making process when operational problems arise.
· Develop necessary skills to become Global and/or Regional technical lead role for one or two specific technology areas.
· Assist ART Manager in delivering operation review and performance sustainment, identifying areas for improvement and taking actions.
· Play a key role in the knowledge management and training of zone 9 ART analysts
· Manage or participate in GTS take-on projects as required.
· Act as conduit between ART, PSC and expert centre for everyday operation, knowledge sharing, etc.

Qualifications and Relevant Experience

Personal Attributes
· Demonstrated ability to be a self-starter, work independently, take initiative/ownership, and achieve stated goals and objectives is required.
· Strong customer orientation with a focus on delivery of value added service.
· Self-reliance, strong personal integrity and emotional stability.
· Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure.
· Excellent interpersonal skills. Ability to work with individuals/teams across multiple cultures sites and time zones.
· Appreciation of other Western/Eastern cultures.
· Strong verbal and written communication skills.
· Ability to communicate and work effectively with all levels of associates from operational to senior management.
· Demonstrated ability to learn new technical skills quickly, and to apply this learning.
· Ability to work hands on in the technology.

Technical Skills
· Knowledge of Microsoft servers and business products like Outlook, OCS etc., Routers, LAN and WAN systems, NetWare, Lotus Notes.
· SAP / Unix / Oracle experience an advantage. Have primary understanding on SAP, including the structure & function of each module. Be familiar with Oracle database structure and basic administration task. Oracle OCA/OCP certificate preferred
· Working experience of problem management system, for e.g. Tivoli Service Desk, Remedy, Magic or any other similar packages.

Qualifications
· Need to have at least one formal industry qualification or relevant proven experiences in the area of speciality.
· Undergraduate degree (MIS or Computer Science a plus) or equivalent business experience
· ITIL Qualification or demonstrated thorough understanding of ITIL

Experience
· Minimum of 4-6 years professional experience in Information Technology setting.

   全球的瑪氏信息技術(shù)服務(wù)公司為瑪氏集團的各個事業(yè)部門提供一流的信息技術(shù)服務(wù)，廣州瑪氏信息技術(shù)服務(wù)有限公司是全球瑪氏信息技術(shù)服務(wù)公司在亞太區(qū)唯一的分支機構(gòu)，為瑪氏集團在亞太地區(qū)的各個分公司提供技術(shù)支持，這些瑪氏集團分公司位于中國，日本，澳大利亞，泰國等地，其業(yè)務(wù)范圍涵蓋了巧克力、寵物、口香糖、食品、飲料等各個事業(yè)部。公司現(xiàn)有員工200人，2017年營業(yè)額超2.5億人民幣。在岸業(yè)務(wù)約15%， 離岸業(yè)務(wù)約85%。