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• Client Resolution Manager, South Asia (Thai Speaking)Bangkok, ThailandClient Resolution Manager is responsible for the delivery of superior levels of customer service to Dell's ProSupport Client customers.Able to meet individual and team metrics, the incumbent will be accountable for accurate and timely resolution management (technical and non-technical escalations) for Dell's client product and solutions range in accordance with Dell Technical Support guidelines. This role would include but not be limited to handling of customer escalations, mentoring of L2/QL/CTE/L1 technical staff and liaison with cross functional departments to ensure an effective resolution.Your ability to take total ownership of customer issues, and then resolving those to the satisfaction of both Dell and our Customer, will put you in good stead for this role.The ideal candidate will have a positive outward demeanor, always striving to overcome the odds, and lift those around them, motivating them to do well in spite of adversity. Your good work ethic and proven reliability, alongside the ability to work autonomously will help you succeed as you grow your footprint within Dell.Key ResponsibilitiesEnsures a positive customer experience by providing oversight and management for customers technical and non-technical issues.Act as a focal point for escalated Customer cases providing regular updates to both customers and internal stakeholders and aligning sufficient resources to deliver timely resolutions. Take ownership and resolve escalated technical/non-technical issues per the performance measurement and criteria established in Dell Services and by the customer. Makes time sensitive, mission critical decisions that impact customer operations.Develops and delivers post incident reports on all critical support incidents.Continuous review of processes and seeking to remedy or improve any opportunities found.Maintain high level of Dell product and process knowledge.Maintain a thorough understanding of Dell ProSupport deliverablesEssential Skill set:Excellent command of Thai/English and ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner.Excellent soft skills and presentation skills are required, as this position will closely interact with the sales team, customers, and management.Excellent customer management skills in managing expectations and ensuring a high degree of customer experience.Excellent project management skills are required. Candidate must possess excellent task prioritizing and documentation skills.Ability to think laterally, possess strong problem solving, planning and prioritization skills.Strong technical knowledge and understanding of Desktop and Laptop hardware technology.Strong technical knowledge of current and previous Microsoft Operating systems and Office suites.Previous technical support experience in a hardware repair/ troubleshooting role.Be adaptable, accountable and flexible in a fast paced, dynamic work environment.Ability to deal with ambiguity and multitasking simultaneous escalations.Be an advocate of a strong, cohesive team environment.Qualification:Degree/diploma on IT related courseAt least 3 years of related working experienceAdvanced Desktop hardware knowledge; A+ certification desired.Microsoft, Linux or Unix certification preferableBasic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing);Basic knowledge of at least 2 of the following: Windows OS, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, ASP, or XML.
• Job Family: Product-Services Engineering Global-Services
• Job ID: R17772

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Company DescriptionA unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.Job DescriptionAs a Senior IT Manager, you will be responding to manage IT teams to participate in the day-to-day event response, incident management, problem management and project management, ensuring the systems, services and infrastructure work reliably, ensuring the operational efficiency, aligning with strategies and comply with the company policies. Analyzing business operations, research current trends, industry best practices and emerging technologies. Evaluate their applicability to the company and/or our customers and make recommendations for IT development based on business needs.Key Responsibilities, but are not limited to:Managing, supervising employees in IT department by motivating, coaching and setting up the goals which align with company goals and strategies.Manage IT teams to participates in the day-to-day event response, incident management and problem management for the enterprise applications, network, infrastructure and call center system to minimize the duration of business operation interruption.Manage the provision of the enterprise applications enhancement, maintenance and support services, either directly or via third party support agreements.Analyze business operations, specify, research top technologies, recommend cost effective solutions, plan and perform the implementation of systems-related policies, procedures and standards.Research current trends, industry best practices and emerging technologies. Evaluate their applicability to the company and/or our customers and make recommendations based on business needs.Evaluate current processes and identify logical opportunities to enhance current approach and recommend future improvementsStrategy development and execution to ensure alignment between business needs and technology solutionsLiaising with other departments, determining and addressing their IT needs and requirements.Conducts testing and development of disaster recovery plans to detect faults, minimize malfunctions and back-up systems. Ensures appropriate disaster recovery configurations and plans are documented and tested.Plan and manage IT team onsite for new IT system implementation, travelling for onsite inspection, manage IT project team for installation or implement new hardware and/or new applications.Plan and manage to prepare IT budget that relating to hardware, software fees, budget to replace server, network equipment end of life, upgrade software or initiative new applications.Develop documentation and SOP for IT systems, procedures, policies or any information related to the operation of the department, require by business or require by the auditor.Maintain high level of users satisfaction, conduct the annual users satisfaction survey and prepare/propose the plan for improving the IT services and users satisfaction.QualificationsBachelor's Degree in Information Technology, Computer Science or related field of study.5+ years of experience with IT Operations and IT Project Management, experience with new site project planning and management.5+ years of experience managing enterprise business applications, standard software, client platforms, cloud services, servers, operating systems, virtual environments and telephony systems.Ability to build trust and strategic partnerships with assigned business area contacts, project teams and leadership to facilitate two-way communicationSuccessful experience leading people high critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategyExceptional verbal and written communication skills with the ability to communicate with all levels of associates in the organization.Ability to understand overall IT strategy and apply or implement IT strategy in assigned projects or initiatives.Results oriented and self-motivated with the ability to take ownership of IT operations required and Project Management.

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