Job description
Facebook is seeking a Technical Systems Principal to assist in the management of IT operations and application support in Singapore and APAC. This position is responsible for maintaining a quality IT services and driving change for the business. Our goal is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness. This position is part of the IT organization, so candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in fast paced, high-pressure environment. A diverse and flexible skillset is required because we support a wide set of IT services: AV/VC, Events, Server, Networking, etc. This is a full-time position based in our Singapore office.
Responsibilities
Act as primary IT contact for organization in the location. Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
Drive communication and priority within the business and Facebook headquarters to ensure constancy across organization
Project manage field specific components related to operational goals and application support
Define, optimize, and manage simple yet effective business processes and drive change within the organization through consensus-building
Proven leadership skills that carry across the technical spectrum and multiple geographical locations
Participate with a 3rd party in the developing and maintaining service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base
Develop an overall training strategy based on customer needs along with developing and maintaining policies and standard operating procedures
Prepare the office for new product / service releases and stay on the forefront of emerging industry practices, ensuring compliance with IT security and general controls
Delivers engaging, informative, well-organized presentations
Provide 24 x 7 on-call support in an on-call rotation
Requirements
Fluent in in Primary local languages
Bachelor's degree in MIS, CIS or equivalent technical work experience is needed
Five years experience in support & troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 & 8) including mobile devices running Apple iOS & Android OS flavors.
Five years of demonstrated technical depth and experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Load Balancers, Active Directory, LDAP, DB fundamentals, and backup / storage.
Five years of demonstrated technical depth and experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Load Balancers, Active Directory, LDAP, DB fundamentals, and backup / storage.
Minimum 5+ years’ experience in advanced user facing support position(s)
Experience dealing with off shore resources including 3rd party support vendors
Synthesize business and technical needs across location and drive solution delivery
Leverage knowledge of business applications to influence service owner priorities and drive change through consensus building
Able to adapt and manage shifting organizational structures and matrix reporting with focus on driving support services
Strong business acumen and working knowledge of applications/business processes
Manage issue resolution including prioritization on time sensitive problems and escalations with corporate
Dedicated, passionate and experienced in growing / scaling an IT organization, keeping pace with Facebook’s explosive growth
Experience working within a progressive IT support organization and experience providing remote support with world-class customer service and interaction skills
Excellent problem-solving skills on technologically complex issues
Ability to work proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems
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