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Digital Technical Support Supervisor - Richemont

Employer
Richemont
Location
Shanghai, China
Closing date
14 Jan 2021

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Function
Technology
Level
Manager

Job Details

Richemont

Digital Technical Support Supervisor

China Operation Support Supervisor role in Richemont's Group IT Digital team is responsible, but is not limited to, support activities related to the Richemont China Digital landscape.
You will handle smooth execution of support tasks by means of coordination, workload and priority management, as well as monitoring support activities (service requests, incidents and operations).
You will handle incoming call, respond to users' inquiries, oversee tasks to completion and report their progress to the team lead
You will lead and participate to design projects support activities, SLA and KPIs during project implementation phase, and continuously improve service satisfaction level by improving support process and resource management

PEOPLE
- Adapt your communication according to the target audience
- Ensure the communication has reached and well understood by the target audience
- Establish relevant communication channel
- Establish relationship with peers
- Proactively share Ideas
- Challenge your peers constructively
- Work closely with cross-functional teams (Developers, Scrum Masters, Architects...)
- Take the full ownership in your scope
- Adopt a common sense and be respectful with your colleagues
- Focus on objectives
- Develop a collaborative mind-set
- Self-Manage your time and activities
- Continuously train yourself to improve your skills
- Act as a key player in the group dynamic
- Develop a customer-oriented mind-set and a culture of trust and transparency
- Focus on customer satisfaction and quality
- Regularly review alignment with Product Groups / Shared Services vision
- Establish yourself as expert in your domain of expertise -> referent for other teams
- Understand your working environment and build your own networks

PROCESSES
- Apply and promote processes defined within the Department /Pillar/Group/Team and make sure they are well understood
- Follow-up your activities from end to end
- Adjust, augment, and suggest improvement to existing processes within the Department
- Identify improvements of existing processes in order to gain efficiency, productivity and overall satisfaction
- Rely and respect Shared Services best practices
- Be responsible of your quality and apply auto-control
- Be accountable of defined gates
- Proactively identify and resolve risks/impediments. Escalate appropriately when needed
- Propose solutions to solve complex issues
- Collaborate with your peers
- Raise impediments which block you in your daily activities
- Address cross team dependencies or issues with your peers
PORTFOLIO
- Focus on quality: delivery on time, on budget and beyond expectations
- Identify, manage risks, define the corresponding mitigation plan and escalate to the appropriate level as necessary
- Apply guidelines, frameworks, and best practices defined by Communities of Practices
- Respond and follow up Service request over ticketing system (ServiceNow, Jira)
- Resolve incidents or provide an analyse of the problem to the development teams
- Perform release deployments and maintain systems configurations
- Monitor the environments and alert in case of issues
- Enhance the user knowledge base with business how-to
- Enhance the agent knowledge base with Standard Operation Procedures
- Enhance the service catalogue
- Participate in the improvement of support activities (Task automation, Tools implementation...)
- Provide to the Product teams the requirements to be able to support them accordingly
- Participate to some projects related to support activities (Monitoring & Alerting, Configuration management, Access management...)
- Respect the KPI (Service Level Agreement)
- Work with the Product Groups to ensure a good handover

SPECIFIC SKILLS RELATED TO SUPPORT SERVICE
- DevOps knowledge and experience
- Design and documents processes, procedures and guidelines
- Setup a performance measurement dashboards
- Regularly reports the status of performance and quality improvement to the team lead
- Drive the service satisfaction level by regular review with support engineers and continuously improve process and ways of working
- Provide Day-to-day coordination of the Support activities
- Respond to user questions and requests, resolve issues, and escalate as necessary
- Ensures maximum issue resolutions in minimum time
- Participate in the planning and improvement of support activities
- ITIL or PMP certificate is a plus

Company

With some +35,000 colleagues worldwide, the Group comprises 18 Maisons and two online distributors. We apply our avant-garde mindset, artistic vision and craftsmanship to watch-making, jewellery, writing instruments and high-end fashion and accessories. Each Maison and e-commerce platform functions as an international business with a family feel and is led by an entrepreneurial spirit and respect for tradition, making the Group a game changer in the high luxury industry. Innovation is at our core. Our history is marked by the achievements of our people. They push the limits and turn the ordinary into the extraordinary. By encouraging innovation across our business and making it a priority, we deliver the ultimate high luxury experience. They participate in groundbreaking ventures like the YNAP/Alibaba startup and our own research and development hub Micro city. Focused on the horizon, the Group maintains its position as an established industry leader.

Company info
Location
Geneva
CH

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