1. IT Application Landscape Management (45%)

• First level support on any business or IT related issues arising in daily operation and provide short-term and long-term solutions.
• Ensure smooth support operations for existing retail IT applications.
• Regular monitoring of running systems and interfaces to minimize impacts to business due to system failure.
• Coordinate with second level support for issue resolution and escalation.
• Coordinate with regional and central support organizations to ensure prompt resolution of reported issues.

2. IT Cost Management and Governance (25%)

• Monitor and manage operations related to Service Agreements, Purchase Requisition, Purchase Orders and Invoicing.
• Monitor and analyze IT expenditures, identifying cost-saving opportunities.
• Track IT budget consumption against plan and report the same.
• Main contact person within IT to coordinate, implement, document and monitor compliance to ISO standards.

3. Demand Management & Business Analysis (15%)

• Work closely with business units to understand their needs and translate them into technical requirements.
• Ensure that IT applications support business processes and contribute to achieving business objectives.
• Provide technical expertise and recommendations to business leaders
• Ensure integrity of overall landscape while bringing in new changes.

4. Support for Release Management (10%)

• Implement and manage Agile release management processes and tools to improve the efficiency and effectiveness of the release process.
• Facilitate Agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Communicate release details and schedules to the business and IT stakeholders as required.
• Ensure that all stakeholders are kept informed of the status of releases and any issues that may impact delivery.

5. Communication Management (5%)

• Ensure clear communication regarding system issues to MB Dealership and internal teams.
• Collaborate with Sales team to keep wholesalers and retailers informed about IT updates or issues that could impact their operations on month basis (IT and Sales Monthly Meeting)

Training and qualification

• Bachelor’s or Master's Degree in IT, Management of Information System, or related field.

Technical knowledge

• Good knowledge of MS Office.
• Project management skill: Test Management tools.
• Understanding of ITIL (Information Technology Infrastructure Library) framework, specifically focusing on Problem Management processes.
• Understanding the root cause analysis (RCA) process and techniques.
• Good knowledge in ITSM platforms such as ServiceNow and Jira Service Management.
• Knowledge of reporting metrics and KPIs relevant to IT problem management (e.g., time to resolution, number of recurring incidents.
• Familiarity with cybersecurity.

Soft skills/individual competence

• Thai native speaker (optional) 
• Good command in English, both in writing and speaking.
• Good communication, planning and organization skills.
• Stakeholders’ management and escalation skills.
• Self-reliant working style, result-oriented, hardworking, and able to work under pressure.
• Working in an international and intercultural context with ability to manage multi-tasking.
• Customer service oriented, and strong service mind.
• Fast learner, with high creativity thinking.

Experience 

• Experience of 4+ years
• Experience of any Point of Sales systems
• Experience in Business Requirements Analysis or IT Support Operations
• Experience of digital products with customer facing applications
• Having experience of IT in Automotive Industry is an advantage