Job Description

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.

Were the first software business in the world to have our sustainability targets validated by the SBTi, and weve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. Weve also recently been named as one of the worlds most innovative companies.

If youre a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/

Job Title: IT End User Services Manager APAC
Reports to: Head of IT End User Services
Location: Kuala Lumpur
Department: AVEVA IT Infrastructure and Operations

Job Purpose
The primary focus of the IT End User Services Manager is to co-ordinate and facilitate the rapid resolution of incidents, providing business critical information and ensuring timely response to service requests impacting our end customers business operations.

Dimensions
Responsible for managing a team of onsite and remote desktop support engineers specialising in the supporting laptops, desktops and peripherals for 2nd line windows OS issues, building, imaging and deploying of desktops. You will be leading the function which supports users across multiple sites.

This requires someone from a strong technical background who can not only manage the APAC IT EUS team who can support the regional requirements whilst being part of a Global Delivery unit but can also act as an escalation point for some of the more challenging technical issues.

Principal Accountabilities

• Providing IT support to all AVEVA APAC staff in all locations. Diagnosing and resolving IT hardware and software issues and ensuring hardware in good working order.
• Prioritisation of workloads in high pressure environments.
• Evidence of your ability to manage SLA's, KPIs and ticket queues, coordinating workloads effectively.
• Assisting and instructing local technical staff to perform regular IT operations and maintenance activities in small/remote offices without designated IT support personnel
• To manage asset lifecycle of IT hardware including the secure return and disposal that contains data, ensuring that data is destroyed in accordance with AVEVA IT policy and with any current legislation.
• IT End User Services Manager APAC to manage the escalation process, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review for the APAC region.
• To ensure that appropriate and up to date controls, processes, documentation and procedures are in place and followed.
• To make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Conduct regular patching and health check on all systems throughout the estate.
• To be an ambassador for IT, working across the organisation to provide effective communication on all IT matters and build relationships with other teams to establish effective dialogue between departments.
• Providing occasional onsite support services at client locations, events in cooperation with the relevant sponsors and stakeholders.
• To effectively manage staff including recruitment, mentoring, training, career development, objective setting and performance assessment.
• To undertake any other reasonable duties as requested.
• Maintain a knowledgebase for resolving past incidents.

Important Working Relationships

• Head of End User Services
• Members of the AVEVA IT Service Management team
• Members of the AVEVA IT Operations teams
• Members of the AVEVA Security teams
• Real Estate and Facilities teams
• Members of the end user community
• Third parties, including service providers

Experience Required
The individual can demonstrate:

• The ability to stay current on technology trends and to assess their possible benefit to AVEVA staff.
• A well-organized and meticulous work ethic.
• Exceptional communication skills, both verbal and written
• Strong leadership skills including the ability to motivate a team.
• The ability to lead "from the front".
• Strong people-skills; a good communicator, listener and someone who can express their requirements concisely, accurately and with consideration.
• The ability to treat staff matters with the appropriate level of confidentiality.
• Systematic, disciplined and analytical approach to problem solving with good attention to detail.
• Knowledge and experience of ITIL - ITIL certification desirable but not essential.
• Experience of working with ServiceNow would be desirable but not essential

Technical Knowledge:

• Working knowledge of standard SW issues including;
• Microsoft Windows operating systems
• Office 365
• Mac OS would be an advantage
• Active Directory administration
• BitLocker encryption
• Experience of Supporting Apple iOS based devices via MDM systems
• In-depth exposure to various IT hardware including communications and AV equipment
• Printer network troubleshooting
• MFA

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.

AVEVA