IT Support (Public): Shanghai, China Contract Type (Public): Permanent Role Description

● About the company: The world’s leading global foodservice retailer with over 37,000 locations in over 100 countries. Key Accountabilities: In addition to following McDonald’s policies and procedures, please list the most important rand relevant responsibilities include, but are not limited to:

Job Responsibilities

This role is responsible for deploying and maintaining a strong internal controls environment within MIT team, to assist effective and efficient digital transformation.

Job Description:

This role should be official on field of IT Operation and maintenance under standard ITIL

framework including following domains: incident management, problem management,

knowledge base management, ticket management, change management, release

management, monitor dashboard, process management etc. Based on above, daily IT

incident and problem could be handled well and get continuously improved through

service and product mindset.

Main responsibilities:

• Lead team to ensure the system stable running in McDonald’s stores, using

standard KBs to solve IT Issues occurred in stores which raised by calls and online

chat

• Played a role of Major incident Coordinator to deal with sudden store IT accident

• Cross collaboration with other IT teams for system performance optimization

• Conduct Service Improvement program, track and document the support team

request problem-solving process, including all decisions made, and actions taken,

through to final resolution matrix

• Strong multi-vendor management ability

• Review the contract (Service Level Agreement) and other documents in order to

operate the service as committed to teammate and business team

• Participate contract negotiations and vendor management with local service

providers and IT partners

• Budget planning and controlling for yearly operation needs

• Contribute significantly to stable operations by reviewing change requests and

operational reports.

• Build strong partnerships externally and internally to deliver your results through

yourself and others.

Professional qualifications:

• Certifications in multiple IT management areas are a significant plus such as ITIL,

CSM,PMP

• Solid vendor and Service desk management skills

• Extensive knowledge of the china in-store digital solution

• Proven record of high performance in problem-solving skills, attention to details,

and critical thinking ability

Personal qualifications:

• Bachelor's Degree from an accredited college or university preferably in IT related

field