Company Description

 

CREATIVITY IS OUR SUPERPOWER.It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire, entertain and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Description

The Opportunity: 

Mattel APAC is currently seeking an IT Manager, Infrastructure & Operations in our Global Technology Organization. This role will report directly to the Director, IT, responsible for overseeing infrastructure operations activities and projects across the various Mattel regional office and distribution center locations, and the outsourced partner resources in the region.

In addition, the Regional Lead will work closely with the IT leadership and business management located at Mattel Corp. HQ to assist with the development of cost-effective technology solutions for all aspects of the company. This person will also verify that I&O policies and procedures are being met and followed and planned projects are executed flawlessly in their region.

What Your Impact Will Be:

ITIL Process Management - Incident Management, Request Fulfilment, Change Management, Problem Management, Knowledge Management and Asset Management:

• Work effectively with GTO I&O tower leads and outsourcing providers to ensure end user services are delivered effectively and efficiently to your region
• Manage outsourced provider international teams consisting of local support provider and FSS associates resulting in a positive and productive experience for Mattel users with their end-point devices
• Oversee activity and responsibility of remote campus engineers
• Respond to any escalated service delivery issues. Proactive analysis of areas for improvement with proposals for solution delivery
• Define and review reports to ensure all services are completely and successfully delivered
• Communicate effectively with Business Analysts in the region responsible for the multiple business locations.
• Champion ITIL standards across GTO teams
• Review and approve knowledgebase articles for accuracy and relevance

Operational Support

• Assess organization's current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables
• Act as an escalation point for non-standard requests and to oversee complex end-user support incidents globally
• Guide service providers to identify recurring problems in the IT environment and insure corrective and preventative action plans are fully actioned

Resources and Leadership

• Working with Service Providers to ensure resource planning meets support needs of the business and management of ITIL processes
• Foster and promote strong collaboration within the team, wider IT function and the broader business
• Oversee and monitor the performance of the FSS organization against defined SLAs

Qualifications

What We’re Looking For:

• Bachelor's degree in Computer Science, Information Technology or Business Administration
• 7 years+ of experience in information technology, including 5 years+ experience supporting infrastructure technologies
• Excellent interpersonal, communications, problem-solving skills
• Strong technical skills and experience with core infrastructure concepts
• Hands on experience managing infrastructure projects
• ITIL certifications preferred
• Fundamental knowledge of Asset management system & CMDB preferred
• Microsoft certified professional designation (MCSE/MCPS/MCSD) is a plus
• Knowledge of MS SCCM or similar asset management systems
• Experience with desktop image development and deployment on a global scale, managing large scale desktop refresh projects, mobile device management (IOS tablets & smart phones) is a plus
• Good Command of English and Cantonese
• Open to travel as needed (approximately 10%)