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South Asia IS ARM – Business partnership and daily operation
- Manages Regional Business Accounts relationship in India: makes sure IS Services and Business stakeholders are aligned; Contributes to the alignment of South Asia strategies with global/regional Group strategies. Deep understanding of business processes, monitor the emerging technologies in the varies market and industry.
- Ensuring local needs are taken into account. Builds a strong relationship with site managers, CFOs and other local decision makers and stands for main or even only contact for our sites / subsidiaries for issues related to information systems.
- A member of ASPAC IS team, responsibility for IS communication, user training and manages users’ escalation in IS support and accountable for overall IS site service delivery across India business.
- Build right security measure in subsidiaries including its 3rd party warehouse & logistic partners located in India.
- Ensure IS operational support in South Asia is well delivered by global suppliers (HCL, CTS and …etc), manage escalations and drive better customer experience & satisfaction by working closely with global Service Managers. i.e. analyze tickets trend, identify bottlenecks, initiate actions to improve processes to ensure service quality, user satisfaction, adequate follow-up and triage with various IS teams for issues resolution.
- Intervention to complex issues troubleshooting or VIP support
- Provide technical advice, support, and hands-on managing high profile live events i.e. face2face, hybrid or live broadcast
IS Services/tools adoption and improve end user experience
- Contribute and support the rollout of Infrastructure and Workplace Technologies such as Office365, office print, productivity & collaboration tools, Virtual PC, meeting room solutions… etc.
- Drive change and user adoption of IS services/tools and strive to improve end user experience in ASPAC.
- Focus on end user training, organize online/offline training on IS services/tools, aim to upskill end user intuitive knowledge in modern workplace technologies through all creative approaches.
- Analyze IS annual survey, define service improvement actions based on the top feedback in South Asia.
Global IS focal point to support South Asia
- Quick response to infrastructure and security incident by coordinating resources from regional & global support team and service providers i.e. HCL/CTS... etc.
- Assisting in delivery of Infrastructure and security enhancement projects in South Asia sites by working closely with global/regional IS team.
- Streamlining local processes, SOP by adopting global ones to secure bioMerieux India subsidiaries’ infrastructure and IS solution are compliant with both local regulatory and global standards.
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