IT On Call Leader

3 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia TikTok Full time
Responsibilities
About the company
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform.

We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes.

Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility.

Join us and make impact happen with a career at TikTok.

About the Team
We are the IT online support team of ByteDance, and we call it IT On Call.

As a portal for IT, we provide 24 x 7 online services for all ByteDance employees, including laptop, network, system support, etc.

We hope to provide satisfactory solutions for users and make IT services more warm.

Responsibilities:

  • Responsible for supervision of the service process within the team, as well as communication and handling of emergencies and user complaints.
  • Participate in the development of SOP and ensure the communication and implementation of SOP within the team.
  • Analyze ticket data and participate in process optimization to improve user satisfaction.
  • Participate in the optimization of departmental tools according to departmental work requirements to improve team efficiency.
  • Team building, organizing team activities regularly to enhance team cohesion.
  • Analyze the work of members in the team and train them to improve the ability.

Qualifications:

  • More than 5 years of relevant IT work experience in an onsite or online end user support environment.
  • Team player with collaborative mindset, able to consider the "big picture" during decision making process.
  • Excellent leadership qualities, inspire and bring out the best of team members, accountability of projects/task being assigned.
  • Familiar with ITIL and at least one ITSM tool, ITIL certification and project management experience is a plus.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy.

To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.

We are passionate about this and hope you are too.

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