Alibaba is the most popular destination for online shopping, in the world's fastest growing e-commerce market. Transactions on its online sites totaled $248 billion last year, more than those of eBay and Amazon.com combined.

 

Current Openings: Internship

Summary:

Collaborate with Alibaba US business team, based on the well understanding of the business development strategy, design IT localization strategy, including local team structure, localized IT support solution and IT service operation process, to fully support Alibaba local business developmentin US.

 

Requirements:

  • Make decision for local IT development timely and effectively, due to the ever change situation, and the difference between local IT situationand IT in headquarter, the local IT leader need make the decision timely and respond to local business users and leaders request

  • Unearth the root cause(s) of US user’s pain points in using IT system, validating the opportunity or problem as an opportunity for service improvement or an organizational transformation solution

  • Define key objectives and "to-be" state, identify success factors, and comprehend constraints, challenges and risks, and orchestrate the collaboration between Product Manager, End Users, UED and Development groupsby removing roadblocks and facilitating communication

  • Manages the day to day activities and projects of the IT Services department in accordance with organizational policies and goals. Responsible for supporting Alibaba group offices, employees, and contractors inthe US

  • Support VIP users based in US area. Responsible for providing proactive support and quick response to VIP user

  • Ensures proper functioning of company's information processing systems, including telecom munications, networking, voice/video conference system, security, and email system required to support Alibaba employees, contractors, and office operations in the US

  • Manages the service life cycle and implements policies and procedures regarding problem identification, confirmation, resolution, and knowledge documentation

  • Identify service team and facilitate team meetings and activities

  • Coordinate SLA/OLA creation, reviews, and updates

  • Ensure multiple perspectives are represented in the definitionand evolution of services, including customer/business, client, support, technical, policy, and security

  • Facilitate communication between service delivery, support, client representatives, and ITS management

  • Ensures maximum issue resolutions occur in minimum time–asreported via defined metrics

 

Qualifications:

  • BS degree in Computer Science/Engineering or equivalent combination of education and experience

  • 5+ years management experience specific to IT Service Management; Proven track record in staff development and talent recruitment

  • 8+ years of experience in technology support (or similartechnology background)

  • Strong project management experience; Willingness and ability tolead firm-wide projects

  • Excellent written and verbal communication skills in English and Chinese

  • Experience of IT service management in large internet company (FaceBook, Google, Amazon, etc.) is a plus

  • ITIL Foundation Certificate, CCNA/CCNP, MCSE certificate a plus

  • Working knowledge of the following

  • Extensive knowledge of enterprise class desktop software such as Windows 7, Mac OS X, Linux Red Hat, antivirus, remote management and trouble shooting, asset management and inventory, printing and call centers

  • Technical computer skills as well as good interpersonal, management, and customer service skills

  • Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, or Service Request Management

  • Experience with Windows active directory, LDAP, and group policies

  • Knowledge of TCP/IP protocol, routing concepts, and trouble shooting

  • Experience with iOS, Android, and Windows Phone support, and mobile device management

 

 

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