1. Technical Support and Problem Solving:
· Provide on-call escalation support or Level 3 (L3) support, conducting in-depth diagnosis and resolution of complex technical issues to ensure the stable operation of the system.
· Independently resolve ticket issues, ensuring the team meets the agreed Service Level Agreement (SLA) standards for ticket quantity and time, and promptly follow up and handle unresolved issues.
· Perform incident and problem management, respond quickly to system failures and performance problems, analyze the root cause of the problems, and develop and implement effective solutions.
2. System Design and Deployment:
· Design Sephora Asia Omnissa Workspace One Mobile Device Management (MDM) solutions, planning MDM solutions according to the business needs and security requirements of the enterprise.
· Configure and deploy solution support, management, and on-site monitoring support, responsible for the installation, configuration, and deployment of the Workspace One system to ensure the normal operation of the system in Asia.
3. Device and Policy Management:
· Disable or wipe device data after approval to ensure the security of enterprise data.
· Create, manage, and roll out device policies after consulting with the customer, formulating and managing device usage policies according to the enterprise's security policies and business needs.
· Manage mobile devices, register or deregister devices in the system, and maintain and record the device list in the system to ensure the accuracy and integrity of device information.
4. Project Collaboration and Communication:
· Support the project team in mobile application testing (User Acceptance Testing UAT), communication (Change Management), and deployment (rollout), closely cooperating with the project team to ensure the quality and on-time delivery of mobile applications in Asia.
· Manage device replacement, mobile application rollout, and device operating system upgrade, coordinating relevant departments and personnel, and formulating detailed plans and schedules in Asia (both stores and offices).
· Discuss with various business departments to meet their business needs in Asia, understanding the needs and pain points of the business departments, and providing professional technical advice and solutions.
5. Asset & Patch Management:
· Maintain an accurate list of assets in Workspace One for all types of enrolled devices, performing regular cleanup activities based on a standard timeline.
· Ensure all endpoint devices’ operating systems in the environment are patched to the accepted patch levels, planning and executing patch cycles for each type of device at regular intervals, and ensuring all critical patches are applied to the fleet of devices.
· Update the endpoint applications with the agreed version with the application owners and set up regular review cycles.
6. Compliance and Customer Satisfaction:
· Comply with quality standards, regulatory requirements, and Sephora Asia policies to ensure compliance and standardization of work.
· Ensure a positive customer experience and customer satisfaction (CSAT) by resolving issues on the first call and minimizing rejected solutions or reopened cases, and promptly responding to customer needs and feedback.
· Participate in or contribute to the creation of business proposals to promote service improvement plans and improve service quality and efficiency.
7. Key Performance Indicators (KPIs):

· Ticket Resolution Time: Ensure that 95% of tickets are resolved within the agreed SLA timeframes.
· Patch Compliance: Achieve 100% compliance with patching schedules for all endpoint devices.
8. Deliverables:
· Monthly Performance Reports: Provide detailed monthly reports on ticket resolution times, first call resolution rates, CSAT scores, system uptime, and patch compliance.
· Incident and Problem Management Reports: Deliver comprehensive reports on incident and problem management activities, including root cause analysis and implemented solutions.
· System Design and Deployment Plans: Submit detailed plans for the design and deployment of Workspace One MDM solutions.
· Device and Policy Management Documentation: Provide documentation on device policies, device registration/deregistration processes, and device management activities.
· Project Collaboration Reports: Deliver reports on project collaboration activities, including UAT results, change management communications, and deployment schedules.
· Asset and Patch Management Records: Maintain accurate records of asset management activities and patch compliance.