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Collaboration Engineer Iii, Collaboration

5 months ago

Ho Chi Minh City, Vietnam Herbalife Full time

Overview:
STATEMENT (defines the major functions/purpose of the position)

The Collaboration Engineer III is responsible to provide end-user support of these tools. They act as first point of contact for incidents and service requests for collaboration tools and take ownership to get them resolved by working with other GTS cross functional team members. Role is a compilation of incident handling, incident escalation and customer care. Besides end user support, they are also responsible to provide infrastructure and operations support for countries IT operation. This person is also responsible for assisting with the coordination and management of various (ITIL aligned) GTS processes including incident, change, release and problem management.

DETAILED RESPONSIBILITIES/DUTIES:

- Level III
- Act as the 1st point of contact for user incidents & service requests for collaboration tools
- Take ownership of service incidents/requests and liaising with other GTS teams to resolve and manage user expectations.
- Provide IT support to senior executives on all IT matters
- Work closely with regional event team to plan and execute IT plan for events
- Create and maintain accurate and concise ticket updates/knowledgebase documentation.
- Maintain and oversee installation, configuration, maintenance and troubleshooting of end user collaboration tools.
- Participate in modification and continual improvement of collaboration tools.
- Train business and other users on collaboration tool.
- Maintain documentation and licensing requirements for all collaboration tools.
- Build the service reference architecture mappings of the legacy, standard and future state of the collaboration tools portfolio.
- Continually self-educate and research the market for enhancement / improvement opportunities.
- Plan, coordinate, and implement security patches / upgrades for collaboration tools.
- Provide support on escalated incident resolutions.
- Cost center and financial accountability of the license counts and hosting charges.
- Performs additional duties as assigned
- Act as level 1 support for countries infrastructure and operations support
- Level 1 support on internet technology services, network equipment, telecom equipment, server equipment and server room equipment
- Vendor management in dealing for procurement, task coordination with vendor and project execution
- Being part of a small project team to execute project plan
- Provides advice and able to guide peers and team members
- Assisting in Techincal Change Management, Problem Management and Incident Management.
- Aspiring in becoming SME for the domain identified by department manager in the area of Network, Telecom or Server Management

SUPERVISORY RESPONSIBILITIES:
NA

ORGANIZATIONAL RELATIONSHIPS:

- Interacts with all levels throughout organization.

Qualifications:
Skills
- Distinctive service and customer orientation
- Strong analytical and problem-solving skills
- Good communication skills
- Must be able to handle multiple tasks and adjust priorities within
- Knowledge of industry standards of multi - vendor collaboration tools suites

**Experience**:
Level III
- 5+ years in administering multiple collaboration tools and providing end-user support.
- Preferred: 7+ years in administering multiple collaboration tools and providing end-user support.
- 5+ years in providing level 1 support for internet technology services, network equipment, telecom equipment, server equipment and server room equipment.
- 3+ years in providing IT support/working closely with senior executives on IT needs
- 3+ years in being part of project team for project planning and execution
- 3+ years in vendor management, dealing for procurement and project task coordination
- 3+ years in dealing with Technical Change Management, Incident Management and Problem Management
- 1+ year involvement in IT planning, execution and setup for events

**Education**:

- Bachelor's in Information Technology or related field

Principles & Related Competencies:
Ethical
- Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.

Leader
- Meets challenges head on to uphold quality standards, productivity goals, and values; Sets an example, building a culture of trust, transparency, and open communication; Is aligned with organizational direction

Collaborative
- Works cooperatively with others offers and accepts help; Freely shares information as appropriate; Open to and willing to provide feedback; Strong contributor to the team’s results; Celebrates the individual and the team; Ability to clearly communicate.

Looks Beyond Oneself
- (Team Player) Demonstrates humility and willingness to recognize and give credit to others; Works well alongside people of different backgrounds and ideas; Builds good relationships with others; Values Distributors and teammates.

Drives Innovation
- Add value through: Proposing ideas and c