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Local IT Team Lead

Job Description

Summary:

The IT Team Lead, reporting to the Local IT Site Manager, is responsible for the high quality and efficiency of the day to day operations performed by the team of IT technicians supporting the Ubisoft Shanghai employees, while maintaining a high level of customer support aligned with both the world-wide IT standards and the regional business needs.

Vision and Responsibilities:

The IT Team lead for Ubisoft Shanghai will:

· Create a collaborative and motivating work environment for the employees within the IT team;

· Set and manage objectives, performance and career path for each of the IT Technicians;

· Closely follow and regularly report on the quality of the day-to-day operations (tickets, requests, incidents);

· Closely follow and regularly report on the end-user satisfaction and performance of the IT Technicians;

· Ensure security and IT best practices are implemented, understood and followed in the team;

· Consolidate feedback, improvements, problems and solutions to share with the IT manager and other regional/world-wide teams;

· Provide training and coaching on best practices to the IT Technicians and employees of the studio alike;

· Regularly meet with various IT, regional and studio stakeholders to align on priorities and gather feedback;

· Actively participate in the elaboration of the budget and IT strategy of the studio;

· Support other regional and world-wide IT teams leads and managers when required;

· Handle technical and managerial escalations of IT matters for the studio.

Additionally, the IT Team Lead must also be able to perform all tasks of the IT Technician:

· Offer on-site support to the studio employees on hardware and standard software;

· Build, deploy and maintain new workstation and build machine environment for employees according to group standards;

· Manage and maintain local IT infrastructure when required;

· Train and advocate IT and Security best practices and standards to studio employees;

· Interact with external vendors and internal partners during problem resolution;

· Take active part in the tracking and updating of the hardware and software asset inventory;

· Update and maintain a knowledge base on newly diagnosed problems and issues;

· Carry out all other related tasks.

Skills and Knowledge:

The IT Team lead will have:

· Excellent leadership and motivational skills;

· Excellent diagnostics and problem solving skills;

· Excellent sense of customer service in a technical support environment;

· Excellent English and Chinese communication skills (spoken and written);

· Strong knowledge of the ITIL concepts and methodologies;

· Good understanding of networking, server and datacenter concepts;

· Good understanding of IT security (antivirus, firewalls, proxy) concepts;

· Good dexterity and ability to perform manual labor with IT Hardware (components, workstations, servers)

· Familiarity with SCCM, Active Directory and MMC;

· Familiarity with Unix-based operating (Redhat/CentOS, Ubunbu/Debian, OSx);

· Familiarity with mobile technologies (Android, iOS, Windows 10 mobile, Blackberry);

· Familiarity with multimedia equipment (TV, console, projectors, video conference);

· Familiarity to video game industry, its methodologies and processes;

· Familiarity with technology industry news and trends;

Qualifications and training:

· Polytechnic or University Degree in Information Systems or equivalent related experience;

· 2+ year(s) of experience of leadership or management experience in a technical support context;

· 5+ years of experience in a technical support to end user position;

· Technical certifications an asset (CCNA/MTA/MSCA/CompTia/etc);

· ITIL certification an asset;

Company Description

Ubisoft is composed of over 12,000 talented people located in 28 countries across the globe. With around 85% of its staff devoted to game development, Ubisoft has the 2nd largest in-house creative team in the world.

The company’s 27 different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Ghost Recon®, Tom Clancy's Splinter Cell®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.

With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.