Ancillary Services Careers

Summary

The Systems Administrator provides 24x7x365 data centre, applications, network and server monitoring, event and incident handling and reporting – acting as a point of aggregation for support of all major OS, network, and application environments through the implementation of standards-based best practices for managing IT services. 

Responsibilities

• Responsible for ticket marshalling, alert monitoring, as well as service desk delivery for the company.
• Ticket Marshall – Responsible for the overall monitoring of all tickets within accounts under the company to ensure organizational SLA/OLA standards are met.
• Alert Monitoring – Responsible for the monitoring of Operations Center's multiple alert systems and timely creation of tickets & hourly reports to service lines.
• Service Desk – Acts as the single point of contact for external customers to reach out to any service line within the company. Takes ownership of customer reported incidents and proactively communicates with various parties to ensure timely resolution.
• Systems Administration – Monitoring system performance and troubleshooting issues. Ensuring security and efficiency of IT infrastructure. 

Key Requirements 

• Fulfils tasks on time and conscientiously recognizes possible gaps and risks within operational services and identifies these to relevant stakeholders.
• Vigilant towards operational risks, and their mitigation, including communication to relevant stakeholders.
• Takes an active role in professional development, both technically and personally.
• Adapts him/herself to different forms of cultural interaction.
• Judges’ emotion, empathizes as necessary, escalates possible conflict situations to relevant stakeholders.
• Able to accept constructive feedback and deal constructively with negative experiences.
• Embraces the idea of learning from error.
• Demonstrates and communicates corporate values/principles.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Good command of English, both written and spoken. 

Summary

The Lead Incident Manager is responsible, 24x7, to manage activities needed to solve Major / High Priority incidents or special requests (eg: project escalations, Hyper care) leading to service restoration by cross-departmental coordination of all involved units within the company and relevant 3rd parties to achieve the fastest possible and transparent restoration of the service.  

Responsibilities

• Drive incidents end-to-end to restore the service/business process in the fastest possible way by coordinating service lines and other necessary stakeholders to avoid a massive impact on customer business that might lead to penalties. 
• Managing the involvement of the suppliers and vendors when needed.
• Establishment of a temporary team which largely involves all technical teams which are needed to resolve the incident.
• Handles communication with the customer/stakeholders (notification and escalation) to keep them updated on high, critical and potential major incidents.
• Coordinates and controls the conference calls for status updates and decisions taken about the ways forward for the incident restoration.
• Responsible for an incident report with periodic updates to stakeholders.
• Acts as the interface between the customer, ad hoc resolution team, and internal stakeholders.
• Responsible to manage customer perception during an incident lifecycle.
• Works closely together with the responsible process managers to improve the processes based on experiences and lessons learned.
• Responsible to be part of root cause analysis and for the identification and implementation of sustainable solutions.
• Constantly be alert on all incidents and changes happening within the operations
• Fulfils tasks on time and conscientiously recognizes possible gaps and risks within operational services and identifies these to relevant stakeholders.
• Prioritize among concurrent incidents based on resources, the business impact of affected clients, technical risks and dependencies.
• Able to analyze and interpret complex data to make appropriate recommendations/ proposals to action plans. Manage internal and external relationships.

Key Requirements 

• Fulfils tasks on time and conscientiously recognizes possible gaps and risks within operational services and identifies these to relevant stakeholders.
• Sets achievable objectives for self and assumes responsibility for agreed objectives and ensures successful closure, recognizes opportunities to exceed his/her objectives both quantitative and qualitative manner.
• Vigilant towards operational risks, and their mitigation, including communication to relevant stakeholders.
• Understands and accepts the need for development, and deals well with change, both internally and externally.
• Provides information proactively as required, to ensure good internal knowledge sharing, in a team and goal-orientated manner sets an example to more junior staff.
• Demonstrates and communicates corporate values/principles.
• Good command of English, both written and spoken.
• Develops and integrates ideas for the improvement of the quality of procedures and results within the area of expertise.
• Deals with difficult situations and manages them effectively.
• Troubleshooting and diagnostic skills. (Troubleshooting: The process of solving a problem or determining a problem to an issue)"
• Grasps complex issues, analyses in a goal-orientated manner, and seeks alternative solutions, ensures issue resolution.
• Knows and uses problem-solving techniques or methodologies to achieve desired and sustainable results.
• Excellent Customer interface/service skills.
• Understands how the business model works in his/her area, and is well connected to the sources of new business in his/her area and can influence them

Summary

The primary role of the Project Coordinator is to be responsible to ensure smooth coordination tasks as assigned by Project Managers or Project Leads. 

Responsibilities

• Assist Project Managers and/or ensure project data and documents are up to date.
• Update Project Schedules on a periodic basis.
• Consolidate and/or Prepare project progress reports.
• Participate in and take minutes for Project progress meetings.
• Maintain project inventories and documents.
• Provide reports to stakeholders on a periodic basis.
• Coordinates the execution of the assigned project / tasks.
• During the proposal phase, review all expressed requirements and documentations.
• Ensure that the project definition and project plan are complete in that all deliverables, completion criteria, key dates, milestones, effort and cost plans are well-defined and assured, in line with standard HTR Asia practices
• Ensure that a full risk assessment is undertaken, a risk register is created, and the risks are actively managed throughout. 
• Operate tight controls to monitor and report on progress and relate these to the project plan ensuring that the set and agreed objectives for the project are achieved.
• Collaborate and support the team leadership to develop a sense of common purpose. Ensure effective relationships exist between all project team members.
• Execute the task objectives assigned as agreed.
• Comply with all published policies and guidelines.
• Take advantage of all types of available education material to broaden skills and develop agreed areas of specialization.
• Understand Project Management Methodology.

Key Requirements 

• Fulfils tasks on-time and conscientiously recognizes possible gaps and risks within operational services and identifies these to relevant stakeholders.
• Vigilant towards operational risks, and their mitigation, including communication to relevant stakeholders.
• Takes an active role in professional development, both technically and personally.
• Adapts him/herself to different forms of cultural interaction.
• Judges’ emotion, empathizes as necessary, escalates possible conflict situations to relevant stakeholders.
• Able to accept constructive feedback and deals constructively with negative experiences.
• Embraces the idea of learning from error.
• Demonstrates and communicates corporate values/principles.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Good command in English, both written and spoken. 

Summary

The Project Manager is responsible for project definition and management using the company’s standard project management tools and methodologies. Also, responsible to undertake assigned project management responsibilities for one or more solutions and services projects, providing an effective coordination and project management assistance to a Senior Project Managers, partners, and suppliers while ensuring the achievement of agreed objectives while maintaining customer satisfaction. 

Responsibilities

• Assist Senior Project Managers and/or ensure project data and documents are up to date.
• Develop, update and provide project schedule on periodic basis.
• Consolidate and/or Prepare project progress reports.
• Develop and maintain project inventories and documents.
• Responsible for timely reporting to stakeholders with accurate data.
• Estimate resources and participants needed to achieve projects deliverables.
• Coordinates the execution of the assigned project / tasks.
• Resolves issues and risks within projects.
• Hold periodic meetings with stakeholders, communicate project updates, risk and issues in a clear and concise manner.
• Execute projects and adhere/comply to the company’s Project Management Methodology.
• Participate in stakeholder project meetings with the company’s Management Team and Customer’s Management Team, when required.
• Ensure that the project definition and project plan are complete in that all deliverables, completion criteria, key dates, milestones, effort and cost plans are well-defined and assured, in line with standard HTR Asia practices
• Ensure that a full risk assessment is undertaken, a risk register is created, and the risks are actively managed throughout. Develop and manage contingency plans as required.
• Drive the project execution process to achieve the defined scope and deliverables to the dates and milestones set and agreed in the plan and contract. Control out-of-scope requests and initiate corrective action to bring back into agreed baseline.
• Overall, ensure that all completion milestones are achieved, obtaining customer signoff and acceptance certification.
• Manage or participate in any post-project reviews, and report on lessons learned as part of the company’s process improvement.
• Accountable for successful implementation of the assigned projects / tasks.
• Ensure budgeted and planned hours are maintained accurately and project time.
• Comply with all published policies and guidelines.
• Understand technical requirements for the projects from the main sponsor/stakeholder/clients.
• Lead/Steer project team meetings with project stakeholders and Customer’s project Team when required.
• Understand Project Management Methodology.
• Attended Project Management Fundamentals courses or similar related courses or seminar.
• Experience working in multi-cultural environment. 

Key Requirements 

• Able to accept constructive criticism and deals constructively with negative experiences.
• Embraces the idea of learning from error.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Good command in English, both written and spoken.
• Ability to work in a global environment and with colleagues in other regions; this might include customers, customer segment teams, application focal points, other internal teams, and vendors.
• Good documentation skills.
• Grasps complex issues, analyses in a goal-orientated manner, and seeks alternative solutions, ensures issue resolution.
• Knows and uses problem solving techniques or methodologies in order to achieve desired and sustainable results.
• Possesses analytical abilities to properly understand complex customer requirements.
• Able to deal with and mitigate conflict, both internally and externally as required.
• Excellent Customer interface/service skills.
• Possess people management skills.
• Proactively networks with other managers and senior executives across the organization locally and globally. 
• Understands how the business model works in his/her area and is well-connected to the sources of new business in his/her area and can influence them.

Summary

The Senior Project Manager is responsible for detailed project definition and management using the company’s standard project management tools and methodology. Also, responsible to undertake full project management responsibilities for one or more solutions and services projects, providing an effective management/stakeholder interface to the customer, partners and suppliers while ensuring the achievement of agreed objectives on-time and within the approved budget while maintaining customer satisfaction. 

Responsibilities

• Establish and agree the management process for each assigned project, in line with the company’s standards and practices.
• Ensure that the project definition and project plan are complete in that all deliverables, completion criteria, key dates, milestones, effort and cost plans are well-defined and assured, in line with standard practices.
• Ensure that a full risk assessment is undertaken, a risk register is created, and the risks are actively managed throughout. Develop and manage contingency plans as required.
• Drive the project execution process to achieve the defined scope and deliverables to the dates and milestones set and agreed in the plan and contract. Control out-of-scope requests and initiate corrective action to bring back into agreed baseline (re-scope, timeline extension, additional budget, parallel activities)
• Specifically set and agree task objectives for the project team and monitor their performance.
• Execute the task objectives assigned as agreed.
• Ensure that the company’s brand value is enhanced through maintaining high customer satisfaction throughout the project and, where customer policy allows, that the customer can be referenced for the service delivered.
• Folders need to be retained according to published standards to satisfy audits.
• Ensure Company’s quality standards are always met by maintaining a high standard of professionalism and ensuring high customer satisfaction.
• Comply with all published policies and guidelines.
• Proactively develop personal skills and share within the team.
• Reviews Associate Project Managers’ task, reports, projects; provides support and coaching to Associate Project Managers assigned to them.
• Maintain up to date knowledge of all the company’s core products and services.
• Take advantage of all types of available education material to broaden skills and develop agreed areas of specialization.
• Able to effect/put into practice Transitioning (TTS) & Transformation concepts and methodology.
• Understand and able to apply TTS concept and methodology.
• Knowledgeable in Agile Project Management
• Determine project deviations and recommend mitigations on project issues and risks.
• Develop strategic projects planning, justifications and explanation on projects deviations and contingency plans.
• Understand business / Technical requirements for the projects from the main sponsor / stakeholder / clients.
• Lead / Steer management project meetings (steering committee or Review Board) with the company’s Management Team, stakeholders, and Customer’s Management Team, when required. 

Key Requirements 

• Good command in English, both written and spoken.
• Develops and integrates ideas for the improvement of the quality of procedures and results within the area of expertise.
• Actively strives to promote collaboration within the organization by well-developed networks.
• Able to lead a small team of individuals on a temporary basis, if required to by relevant stakeholders.
• Deals with difficult situations and manages them effectively.
• Troubleshooting and diagnostic skills.
• Good documentation skills.
• Grasps complex issues, analyses in a goal-orientated manner, and seeks alternative solutions, ensures issue resolution.
• Knows and uses problem solving techniques or methodologies in order to achieve desired and sustainable results.
• Possesses analytical abilities to properly understand complex customer requirements.
• Able to deal with and mitigate conflict, both internally and externally as required.
• Strong interpersonal skills to interact with fellow team members, fellow Company’ and bundle teams both regionally and globally, customer project resources for project-type activities, and various customer and customer segment representatives.
• Excellent Customer interface/service skills.
• Possess people management skills. (People management is essentially making sure that all people within an organization can coordinate themselves effectively and work to a high standard.)
• Proactively networks with other managers and senior executives across the organization locally and globally. 
• Understands how the business model works in his/her area and is well connected to the sources of new business in his/her area and can influence them.

Summary

The Business Operations Analyst is accountable for identifying requirements of the Operations Center and stakeholders while assisting with planning, designing, developing, implementing, documenting and managing the business processes framework. Assist in the development of training needs and work with Operations Center Engineers to follow the defined processes ensuring quality and also providing operational guidance in regards to all expected deliverables, from the perspective of short-term and mid-term objectives. Coordinates for and supports regarding resource management to ensure business needs are met and contribute to positive impact indirectly on cost containment, efficiency, profitability of operations thus enabling continuous growth and operational excellence. 

Responsibilities

BUSINESS PROCESSES GOVERNANCE: Service Onboarding, Capacity Management, Quality of Documentation and Efforts, Training and User Access 

• Assist as focal point in identifying the training needs and access-related needs of engineers during any service onboarding and service improvement.
• Monitoring and controlling the queue management to ensure the avoidance of pending tickets, long runners and misrouting of tickets.
• Generation of metrics to determine if processes are followed and desired results are being met.
• Review and onboard operator information, work instructions, and SLA relevant documentations.
• Evergreening design, development and documentation of business processes and work instructions.
• Be the subject matter expert for business processes, identify gaps and come up with improvement proposals
• Coaching and mentoring the engineers for any quality related issues and gaps.
• Assists with Capacity Management of all infrastructure and resources.
• Assist in assuring the correct order/request fulfilment in order to assure appropriate SLA/KPI & billing.

REPORTING AND PLANNING FACTORY: Quality Reporting, Capacity Management, Productivity and Utilization Reporting 

• Quality Reporting: Generate weekly/monthly reports (KPI, ticket volumes, trends analysis)
• Productivity and Utilization Reporting: Define the metrics required to measure business performance, compares actual data to forecasted values, and develops the process for identifying and addressing performance gaps.
• Ensure all the services provided from Operations Center meets the agreed KPIs/SLAs/OLAs – including agreed parameters around quality, cost, availability/ reliability standards.
• Responsible to plan and manage delivery order management, technical concept. Coordination of delivery order and internal cost allocation.
• Reporting and Management of installed and free Capacities.
• Planning and Initiating Purchase of new Systems and Storage extensions.
• Maintaining correct Information in the asset management/eCMDB/Capacity DB.
• Reporting and forecasting of device capacity using corporate standard tools.
• Manage HW Resources. Rebalancing capacity load and re-use hardware. 

RESOURCE ON-BOARDING AND OFF-BOARDING 

• Assist with training needs and orientation needs of newly onboarded engineers.
• Assist with managing all the required access for the engineers during onboarding and offboarding process.
• Monitor and ensure monthly time writing / efforts tracking
• Responsible for end-to-end process of on-boarding new services.
• Maintain service catalogue for Operations Center.

Key Requirements 

• Able to accept constructive criticism and deals constructively with negative experiences.
• Embraces the idea of learning from error.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Good command in English, both written and spoken.
• Ability to work in a global environment and with colleagues in other regions; this might include customers, customer segment teams, application focal points, other internal teams, and vendors.
• Good documentation skills.
• Grasps complex issues, analyses in a goal-orientated manner, and seeks alternative solutions, ensures issue resolution.
• Knows and uses problem solving techniques or methodologies in order to achieve desired and sustainable results.
• Possesses analytical abilities to properly understand complex customer requirements.
• Able to deal with and mitigate conflict, both internally and externally as required.
• Excellent Customer interface/service skills.
• Possess people management skills.
• Proactively networks with other managers and senior executives across the organization locally and globally. 
• Understands how the business model works in his/her area and is well-connected to the sources of new business in his/her area and can influence them.

Summary

The Business Operations Manager is responsible for identifying requirements of the Operations Center and stakeholders while assisting with planning, designing, developing, implementing, documenting and managing the business processes framework. Assist in the development of training needs and work with Operations Center Engineers to follow the defined processes ensuring quality and providing operational guidance with regards to all expected deliverables, from the perspective of short-term and mid-term objectives. Coordinates with and supports the Resource Manager to ensure business needs are met and contribute to positive impact indirectly on cost containment, efficiency, profitability of operations thus enabling continuous growth and operational excellence. 

Responsibilities

BUSINESS PROCESSES GOVERNANCE: Service Onboarding, Capacity Management, Quality of Documentation and Efforts, Training and User Access 

• Ensure identification of training needs and access-related needs of engineers during any service onboarding and service improvement.
• Monitoring and controlling the queue management to ensure the avoidance of pending tickets, long runners and misrouting of tickets.
• Ensure generation of metrics to determine if processes are followed and desired results are being met.
• Review and onboard operator information, work instructions, and SLA relevant documentations.
• Evergreening design, development and documentation of business processes and work instructions.
• Be the subject matter expert for business processes, identify gaps and come up with improvement proposals
• Coaching and mentoring the engineers for any quality related issues and gaps.
• Responsible for Capacity Management of all infrastructure and resources.
• Ensure the correct order/request fulfilment in order to assure appropriate SLA/KPI & billing.
• Identify, track and analyze key metrics for the Operations Center.
• Coordinate with stakeholders and management in integrating business processes throughout the organization. 
• Analyze business operational results and provide recommendations for improvements. 

REPORTING AND PLANNING FACTORY: Quality Reporting, Capacity Management, Productivity and Utilization Reporting 

• Quality Reporting: Ensure weekly/monthly reports (KPI, ticket volumes, trends analysis) are generated in a timely manner with the correct, relevant data.
• Productivity and Utilization Reporting: Ensure metrics required to measure business performance are defined, that actual data are comparable to forecasted values, and the process for identifying and addressing performance gaps are developed and evergreened.
• Ensure all the services provided from Operations Center meets the agreed KPIs/SLAs/OLAs – including agreed parameters around quality, cost, availability/ reliability standards.
• Accountable to plan and manage delivery order management, technical concept. Coordination of delivery order and internal cost allocation.
• Ensure proper reporting and management of installed and free Capacities.
• Ensure planning and initiating purchase of new Systems and Storage extensions are proactively addressed.
• Maintaining correct Information in the asset management/eCMDB/Capacity DB.
• Reporting and forecasting of device capacity using corporate standard tools.
• Manage HW Resources. Rebalancing capacity load and re-use hardware. 

RESOURCE ON-BOARDING AND OFF-BOARDING 

• Ensure up-to-date training needs and orientation needs of newly onboarded engineers are on-hand.
• Ensure management of all the required access for the engineers during onboarding and offboarding process.
• Monitor and ensure monthly time writing / efforts tracking, where applicable.
• Accountable for end-to-end process of on-boarding new services.
• Maintain service catalogue for Operations Center.
• Sustaining good quality in the Operations Center. 
• Improving existing workflow & Processes within the Operations Center.
• Evergreening process documents and actively ensuring awareness. 

Key Requirements 

• Fulfils tasks on-time and conscientiously recognizes possible gaps and risks within operational services and identifies these to relevant stakeholders.
• Sets achievable objectives for self and assumes responsibility for agreed objectives and ensures successful closure, recognizes opportunities to exceed his/her objectives both quantitative and qualitative manner.
• Contributes to the ongoing improvement of operational processes.
• Vigilant towards operational risks, and their mitigation, including communication to relevant stakeholders.
• Understands and accepts the need for development, and deals well with change, both internally and externally.
• Demands and promotes collaboration between colleagues.
• Provides information proactively as required, in order to ensure good internal knowledge sharing, in a team and goal orientated manner, sets an example to more junior staff.
• Demonstrates personal initiative, places ambitious demands on his/her work, and the work of others.
• Takes an active role in professional development, both technically and personally.
• Adapts him/herself to different forms of cultural interaction.
• Judges emotion, empathizes as necessary, escalates possible conflict situations to relevant stakeholders.
• Able to accept constructive criticism and deals constructively with negative experiences.
• Embraces the idea of learning from error.
• Demonstrates and communicates corporate values/principles.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Good command in English, both written and spoken.
• Develops and integrates ideas for the improvement of the quality of procedures and results within the area of expertise.
• Actively strives to promote collaboration within the organization by well-developed networks.
• Able to lead a small team of individuals on a temporary basis, if required to by relevant stakeholders.
• Deals with difficult situations and manages them effectively.
• Empowering, mentoring, coaching and motivating people within his/her area
• Anticipates business development in his/her area and comes with relevant plans
• Can always see the “bigger picture”, not losing sight of the overall business need and especially when working at detailed level
• Empathic: Ability to put themselves in someone else's situation. They help develop the people on their team, challenge others who are acting unfairly, give constructive feedback, and listen to those who need it. 

Summary

The Operations Manager is responsible for ensuring the service provision and delivery of the orders and services centric to onboarded customers, which includes being end-to-end responsible and also a focal point for the assigned services and working primarily with Business Development team, Sales team, and managing the Operations teams. Also, responsible for ensuring the service provision of the account(s) assigned to operations which manages the interface to other internal and external production units and service providers, the quality monitoring of the service provision in accordance with the technical or operating concept and the quality assurance through the melding of operational data as the basis for reporting. 

Responsibilities

• Responsible of transparent and traceable billing of contracted services
• Plans, controls and is responsible for the provision of the scope of service within the specified time/quality/costs.
• Responsible for specialist content of the technical/operational concept, including cost calculation.
• Coordinates, manages and monitors the workings of the Operations Center providing the underlying technical components.
• Plans, develops, and implements approved measures for increasing efficiency.
• Active role as subject matter expert in technologies such as (Wintel, GLUX, Databases, Storage & SAP) and preferably processes and tools.
• Ensure the agreed reporting is delivered on time. 
• Regular communication with Operations Center stakeholders and the Service Excellence focal points about service, quality and costs.
• Provision of the agreed technical inventory and service data.
• Proactively liaise with third party support organizations and internal support teams to ensure maximum service availability via the timely resolution of incidents and problems, and the successful application of changes. 
• Be the interface for the Solution Architects to give clarification on questions or find technical experts to support.
• Monitors, manages and improves the efficiency of provided services. Facilitates coordination and communication between support functions.
• Ensure the timely delivery of forecast information and delivery confirmation.
• Advise the customer regarding production services.
• Responsible for incident, problem, change (incl. maintenance) and escalation management within the commissioned scope of service.
• Ensure Patch Management is performed as per agreed roadmaps.
• Manage 3rd party suppliers in a technical manner, ensuring the implementation of existing service patches and new versions of OS, Database, Storage and SAP applications.
• Technical Expertise – have a thorough background and experience in particular technology(s), such as operating systems, storage systems, security and/or networks.
• Be aware of other services, technologies and software applications that may also be used to either enhance or replace the existing services.
• Responsible for asset and configuration management to identify and fix gaps in CI data for individual components.
• Act as an additional quality gate pertaining to major deployments (e.g., New SAP or Oracle RAC cluster)
• Participate in project steering committees and ensure operation’s interests are considered where applicable or required. (i.e., Safeguarding in the initial and handover phases, Signoff for TTS)
• Accountable for projects and major orders or services, i.e., more complex services which are not in the scope of regular operation.
• Implement changes in line with the contractual stipulations and in cooperation with the units involved.
• Propose measures for continuous improvement of service performance and delivery.
• Provide ‘Out of Hours’ management escalation for severe business impacting issues.  

Key Requirements 

• Fulfils tasks on-time and conscientiously recognizes possible gaps and risks within operational services and identifies these to relevant stakeholders.
• Sets achievable objectives for self and assumes responsibility for agreed objectives and ensures successful closure, recognizes opportunities to exceed his/her objectives both quantitative and qualitative manner.
• Contributes to the ongoing improvement of operational processes.
• Vigilant towards operational risks, and their mitigation, including communication to relevant stakeholders.
• Understands and accepts the need for development, and deals well with change, both internally and externally.
• Demands and promotes collaboration between colleagues.
• Provides information proactively as required, in order to ensure good internal knowledge sharing, in a team and goal orientated manner, sets an example to more junior staff.
• Demonstrates personal initiative, places ambitious demands on his/her work, and the work of others.
• Takes an active role in professional development, both technically and personally.
• Adapts him/herself to different forms of cultural interaction.
• Judges emotion, empathizes as necessary, escalates possible conflict situations to relevant stakeholders.
• Able to accept constructive criticism and deals constructively with negative experiences.
• Embraces the idea of learning from error.
• Demonstrates and communicates corporate values/principles.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Good command in English, both written and spoken.
• Develops and integrates ideas for the improvement of the quality of procedures and results within the area of expertise.
• Actively strives to promote collaboration within the organization by well-developed networks.
• Able to lead a small team of individuals on a temporary basis, if required to by relevant stakeholders.
• Deals with difficult situations and manages them effectively.
• Troubleshooting and diagnostic skills. (Troubleshooting: The process of solving a problem or determining a problem to an issue)"
• Self-motivated individual with excellent interpersonal, communication and influencing skills.
• Ability to work in a global environment and with colleagues in other regions; this might include customers, customer segment teams, application focal points, other internal teams, and vendors.
• Good documentation skills.
• Grasps complex issues, analyses in a goal-orientated manner, and seeks alternative solutions, ensures issue resolution.
• Knows and uses problem solving techniques or methodologies in order to achieve desired and sustainable results.
• Possesses analytical abilities to properly understand complex customer requirements.
• Able to deal with and mitigate conflict, both internally and externally as required.
• Strong interpersonal skills to interact with fellow team members, fellow Company’ and bundle teams both regionally and globally, customer project resources for project-type activities, and various customer and customer segment representatives.
• Excellent Customer interface/service skills.
• Possess people management skills. (People management is essentially making sure that all people within an organization can coordinate themselves effectively and work to a high standard.)
• Proactively networks with other managers and senior executives across the organization locally and globally. 
• Understands how the business model works in his/her area, and is well connected to the sources of new business in his/her area and can influence them
• Entrepreneurial team player with a "can-do" attitude
• Empowering, mentoring, coaching and motivating people within his/her area
• Anticipates business development in his/her area and comes with relevant plans
• Can always see the “bigger picture”, not losing sight of the overall business need and especially when working at detailed level
• Empathic: Ability to put themselves in someone else's situation. They help develop the people on their team, challenge others who are acting unfairly, give constructive feedback, and listen to those who need it.