·Ensure an up to date schedule of store implementation plan is in place and shared with relevant business partners, and an effective handover takes place for new store openings and re-models.
·Responsible for ensuring IT store asset inventory levels are adequate for the future new store schedule and that additional equipment is purchased as and when required.
·Responsible for managing the Vendors, attending service review meetings and ensuring agreed service levels are met.
·Participate as part of an on-call team for store support emergencies, analyze and solve problems recorded in tickets assigned to 2nd Level. If determined that problem should be resolved at 3rd level, manage problem through to next level of support.
·Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA’s. Escalate issues and resolution to Manager.
·Ensure the business partners are kept informed at all times regarding the status of any outstanding call they have placed.
·Ensure hardware and all peripherals are on current software release and working correctly.
·Partner with the IT teams in the US to ensure compliance with international IT requirements.
·Work with other 2nd level team members and developers to learn about possible support issues with new releases-including cross training in US & China where appropriate.
·Work with project managers to obtain training on new store technology initiatives. Arrange for any external courses & training necessary to support new store technology initiatives.
·Inform the in store leadership teams about all possible IT issues, Helpdesk relationship, service levels.
·Gain information from the stores about possible ways to improve the service provided to them.
·Partner with the field teams based in Head Offices and inform them about new IT projects.
·Perform the lead role & be accountable for the delivery of infrastructure implementations.
·Partner with the business and technical teams to complete change control documentation as necessary.
·Negotiate with business partners and vendors to develop deployment and training plans.
·Ensure post implementation reviews are conducted and communicated for all initiatives.
·Contribute to the recruitment process for IT staff.
·Identify opportunities for improved operational efficiencies.
·Identify technology advances that could help Business Partners.
·Constantly review the service offerings from both internal and external suppliers and recommends the preferred service provider, and current vendor contracts, ensuring Service Level Agreements, processes and procedures are adhered to.
·Bachelor degree from a full time university.
·At least 2 years experience of managing a support team.
·Proven experience of managing new store initiatives or projects.
·Proven experience of managing/coordinating store environment.
·Proven capability of troubleshooting \ problem solving in a technical environment.
·Advanced understanding of computer connectivity technologies e.g. Routers, hubs, switches etc.
·Advanced understanding of computer hardware \ software and interdependencies e.g. Windows, Linux, DOS, e-mail.
·Advanced knowledge of store POS systems and implementations.