Assitant Manager - Workplace Engineer and IT VIP Support

About FWD Group

FWD Group is a pan-Asian life insurance business with more than 13 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit www.fwd.com

FWD Vietnam Technology Company Limited., known as FWD VTC, was set up in 2024 and is part of FWD Group. FWD VTC in Vietnam is one of FWD Group’s office locations serving multiple markets within the Group and employs team members in various functions including Group Technology and Operations, Group Digital & Data and our Centre of Excellence comprising cloud & infrastructure, information security, enterprise architecture and solution delivery.

PURPOSE
- Be responsible for managing a team of IT support professionals who specialize in providing support to VIP users. They will focus on delivering high-quality support to executive users.
- Play a crucial role in providing top-tier technical support, exceptional customer service, and tailored training that can enhance overall user satisfaction.
- Collaborate with Event and Facility team and accountable for Audio & Video (AV) equipment management and technical support to ensure that all AV equipment is maintained and up to date for company events and meetings.
- Be accountable and ensure the response and resolution time of incident and service request being handled by Onsite VIP Support team meet the SLA agreed.

KEY ACCOUNTABILITIES

• Provide technical leadership and guidance to the VIP IT support team members, as well as collaborate with other IT teams and stakeholders to ensure the effective delivery of support and services. Drive and ensure IT governance in handling issues with end-to-end follow-up by the team members and manage the stakeholders up to C-level senior managements & Board directors for ensuring the user experience.
• Accountable for the delivery of VIP Onsite IT Support teams to ensure each IT ticket is resolved accordingly to standard.
• Lead the IT team to be responsible for technical support for AV and meeting room system, includes maintaining, upgrading, and troubleshooting to ensure requirements are running smoothly and meeting the needs of users.
• Monitor and analyze IT support metrics and ServiceNow KPIs reports to identify areas for improvement and make recommendations for processes.
• Involve deployment on improving user experience to identify challenges and to develop technology solutions that improve efficiency and competitiveness.
• Develop and deliver IT training programs to employees, ensuring users have the skills and knowledge needed to effectively use IT systems and tools.
• Assist to develop and implement IT processes and procedures. Collaborate with other departments to drive IT projects and initiatives. Plan and roll out new technology and standard operating procedures on user computers from Group Office.
• Act as a key stakeholder in communication, co-ordination, and execution of IT-related projects, such as system upgrades, maintenance windows, and system migrations.
• Manage relationships with IT vendors and service providers, such as hardware and software suppliers, telecom providers, and cloud service providers.
• Assist to develop and maintain a positive relationship with users across the firm. This may regularly involve communication and review appointments with users to understand their needs and concerns. To providing personalized support and training to ensure their technology needs are met.
• Monitor and ensure the daily operation of IT onsite team complies with Group Risk and Group Security team’s requirements.
• Works fully independently and drives continuous improvements in area of expertise while aligning with Group practice.
• Any other ad-hoc IT workplace related tasks as per assigned.

QUALIFICATIONS / EXPERIENCE

• Degree/ Diploma in computer science, Information Technology or equivalent discipline.
• 7+ years of experience in IT support, with a focus on providing support to VIP users.
• Strong leadership skills, including the ability to motivate and manage a team, delegate tasks effectively, and make decisions under pressure.
• Deep understanding of a wide range of hardware and software systems, as well as networking and security protocols.
• Excellent communication skills, both verbal and written, and be able to communicate technical concepts to non-technical stakeholders.
• Strong customer service orientation and a deep understanding of the needs and expectations of VIP users
• Experience managing IT projects and initiatives and be able to work collaboratively with other departments and stakeholders to achieve project goals.
• Excellent skills in both written and spoken English and Cantonese is a must.
• Flexibility to work outside of regular business hours as needed.
• Willing to be on standby and working during odd hours or public holidays to receive and support VIP calls on a rotational basis.
• Relevant industry certifications, such as ITIL, PMP, or CISSP, are a plus.

KNOWLEDGE & TECHNICAL SKILLS

• The ability to lead and manage a team of IT support professionals.
• Advanced technical knowledge in areas such as desktop and mobile device management, operating systems, networking, security protocols, and cloud technologies
• The ability to deliver excellent customer service to VIP users is critical.
• Knowledge of IT service management best practices, such as ITIL.
• Experience managing IT projects and initiatives, including planning, executing, and monitoring project activities.
• Strong analytical skills and be able to troubleshoot complex technical issues, identify trends, and develop solutions.
• Deep understanding of cybersecurity best practices, including network security, data privacy, and threat management
• Good working knowledge in MS Outlook, MS Team and Zoom.
• Strong verbal and written communication skills are essential. Able to explain technical issues in simple terms and communicate effectively with clients, team members and vendors.
• Understanding of networking concepts such as TCP/IP, DNS, DHCP, VLANs, routing, and switching.