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Title:  APAC Solution Centre Lead

Location: 

Singapore, SG, 039192

Requisition ID:  28613

Job Summary

Job Summary:

This position is a senior regional member of the APAC Technology & Solutions Group responsible for managing the offshore APAC Solution Centre (ASC) and APAC Partner Solution Centre (APSC).

The candidate is responsible for leading and directing the activities of the centres (in Kuala Lumpur, Malaysia) in direct support of driving top-line generating activities across APAC.

 

APAC Solution Centre – One-stop Shop for APAC NetApp Solutions Engineer

The primary function of the APAC Solution Centre is to provide offshore capability to help our APAC NetApp Solutions Engineers increase productivity by providing resources for quotation related services, technical validation etc.

The ASC is measured against a set of internal service level agreements including Initial Response Time, Initial Resolution Time and Final Resolution time as well as customer satisfaction scores.

 

APAC Partner Solution Centre – One-stop Shop for APAC Resellers and Distributors

The APSC is a partner facing capability designed to provide first-line support to partners – helping with pre-sales and post-sales queries across multiple languages.

The APSC is similarly measured against a set of service level agreements including Initial Response Time, Initial Resolution Time and Final Resolution time as well as customer satisfaction scores.

Job Requirements

Job Requirement:

  • Strong customer-oriented mindset with a continuous improvement orientation to be able to proactively identify opportunities to do things in a better way
  • Strong business acumen and ability to set clear visions and goals in line with the company strategy, and to be able to steer and direct the focus of the team in achieving them
  • Excellent communication and stakeholder engagement skills - strong verbal, written and presentation skills are essential – ability to speak Bahasa Malay is preferred
  • Strong stakeholder engagement / management skills is required
  • Strong spreadsheet capability and other project management skills as required for reporting, tracking charts, checklists and project scheduling
  • Technical expertise in the area of systems, storage, and data management is ideal
  • Ability to work collaboratively with, influence, lead and motivate other employees in a team environment to meet aggressive goals and pre-defined timelines.
  • Demonstrated ability to manage relationships and people.

Responsibility and Interaction:

Responsibility:

  • This individual is required to manage the offshore team in Kuala Lumpur
  • The tasks this individual is responsible are often unstructured, complex and the issues addressed are less defined requiring new perspectives and creative approaches.
  • This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation.
  • Demonstrate good judgment and business acumen in solving problems as well as identifying problems in advance and proposing solutions.

Interaction:

  • This individual must work effectively with senior level employees within the function, across functions and with external parties.
  • Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.  Candidate is expected to be a strong team player who can work with ambiguities, be resourceful and innovative in finding solutions.
  • The ideal candidate will be a proactive contributor and subject matter expert.
  • To be successful, this individual must demonstrate favorable results through regular leadership and influencing others.

Education

Education & Experience:

  • A minimum of 15 years of experience of related experience with a Bachelor’s degree
  • ITIL – IT Service Management Certification
  • Six Sigma Black Belt or similar continuous process improvement related experience
  • Technology consulting experience
  • Good background in technology – ideally in data management, storage infrastructure, cloud technology
  • Team management experience with demonstrated ability to lead/coach – experience in managing remote offshore centres is ideal – ability to speak Bahasa Malay is ideal


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