IT Manager, Asia Pacific

Axcelis Technologies is undergoing sustained, strategic growth and is looking to strengthen its global IT services delivery through the creation of an IT Manager position in Asia Pacific.

Role Overview

The IT Manager for Asia Pacific leads and manages a decentralized IT support team across multiple countries, oversees IT support and infrastructure performance, ensures security compliance, manages vendor relationships and budgets, and collaborates with business stakeholders to align IT services with corporate and regional requirements, requiring extensive technical expertise and management experience in a multicultural environment.

Success in this role will be determined by the ability to balance regional needs vs corporate priorities, effectively deliver IT support services within the region, and operate as a regional influencer across competing business and IT priorities.

Key Responsibilities

• Team Management

• Lead and manage a team of IT support staff – currently 4 members spread amongst China, South Korea, and Taiwan

• Create and set IT service-level expectations across countries within the Asia Pacific region where business operations exist – currently Malaysia, Singapore, Taiwan, South Korea, China, and Japan, with business process outsourcing partners in India

• Grow the IT support team in Asia Pacific, nurturing existing team member skills and adding additional people if feasible

• Monitor team performance and adherence to corporate ITSM standards and practices

• IT Support

• Manage and provide IT support for all manufacturing and business locations in Asia Pacific, serving a user base of ~400 people and expected to grow to in the near future

• Ensure all locations have adequate IT support coverage, through a combination of remote assistance and in-person site visits

• Help Asia Pacific IT team members in delivering IT support services

• Interface and align with corporate IT on support processes and procedures

• Align with corporate IT/OT practices, replicating them at Asia Pacific manufacturing locations and communicating Asia Pacific IT/OT needs

• Proactively identify and track IT issues, raising corporate IT awareness of those issues and helping drive them towards resolution

• Business Collaboration, Requirement Analysis, and Relationship Management ​

• Collaborate with business stakeholders to gather and document IT requirements, effectively translating business needs into technical specifications

• Coordinate with corporate IT leadership and project management group to analyze and prioritize requirements

• Maintain awareness of corporate IT initiatives and act as a bridge between IT and business stakeholders, keeping them informed of any impact on their processes and open requirements

• Set expectations of local business members with regards to IT activities

• Keep abreast of business activities in Asia Pacific, identifying and notifying corporate IT leaders of regional business events that will require IT resources

• Security and Compliance​​

• Ensure corporate IT systems comply with country and region-specific regulatory requirements

• Communicate and champion corporate IT-aligned security standards, policies and best practices to Asia Pacific business members

• Handle customer-initiated cyber security audits in coordination with corporate cyber security team

• IT Infrastructure Performance Monitoring and Issue Resolution​​

• Proactively monitor performance of IT systems in Asia Pacific

• Work with vendors, partners, or corporate IT members to implement infrastructure optimizations, in-line with budget availability

• Help resolve or escalate corporate IT infrastructure issues occurring during Asia Pacific working hours

• Communicate regional and corporate IT service outages to Asia Pacific business members

• IT Infrastructure Performance Monitoring and Issue Resolution​​

• Proactively monitor performance of IT systems in Asia Pacific

• Work with vendors, partners, or corporate IT members to implement infrastructure optimizations, in-line with budget availability

• Help resolve or escalate corporate IT infrastructure issues occurring during Asia Pacific working hours

• Communicate regional and corporate IT service outages to Asia Pacific business members

• Vendor and Partner Management

• Manage IT vendor and partner relationships in Asia Pacific

• Evaluate IT vendor and partner performance, and work to improve any shortfalls or find alternatives

• Support corporate IT for the company outsourcing activities in India

• Budget and Financial Management

Plan and manage the IT budget for IT operations in Asia Pacific, in collaboration with country-specific Finance department guidance and practices

Skills and Qualifications Education:

• Bachelor’s, or higher, degree in an IT related field, or equivalent work experience

Management Experience:

• At least 5 years managing a decentralized group of IT support staff
• At least 3 years handling IT equipment leasing contracts and an understanding of Lease vs Buy trade-offs.
• Strong stakeholder influencing, team management, and communication skills within a multinational and multicultural context
• Understanding of regulatory requirements across Asia Pacific region
• Understanding of IT equipment lifecycle in an environment that is prevalently “work from remote” oriented

Technical Experience:

• 10+ years of hands-on IT system and services troubleshooting, preferably within the context of organizations with centralized IT services and geographically dispersed satellite offices
• 10+ years of hands-on experience supporting IT hardware (laptops, servers, printers, switches, Audio/Visual equipment, CCTV, barcode scanners, etc..), especially if gained within a manufacturing context
• 10+ years of hands-on experience with M365 applications (Office, Share Point, Teams, etc...)
• 5+ years’ experience with Microsoft Windows Operation Systems (client & server)
• 3+ years’ experience of networking principles and devices (DNS, DHCP, VLANs, switches, wireless access points, firewalls, etc..), HP Aruba and Fortinet strength is desirable
• Solid grounding on Telecommunication technology (WAN connectivity, SIP trunks, Session Border Control devices, VoIP, Mobile services, etc...)
• Familiarity with Microsoft Hyper-V based virtualization
• Familiarity with Dell hardware (laptops and servers) and Dell equipment sourcing
• Understanding of cloud-based applications and connectivity troubleshooting
• Languages:
• Fluency in written and spoken English is mandatory
• Ability to communicate in other languages of Axcelis operating locations, such as Korean, Chinese, and Japanese, is desirable

Other:

• Experience with the JIRA ITSM tool (Ticketing & Asset Management)
• Familiarity with Project Management principles and practices (PMP, PRINCE2, etc...)
• Able and willing to travel to Asia Pacific locations, as IT activities or business activities demand, ordinarily 20-30% of time but may be more frequent for brief periods depending on situational needs