Position Overview:
This position will be seconded into one of Vega Global’ s largest banking clients. They are a globally recognised Top Tier US investment bank, with an extensive footprint across Asia Pacific.
Reporting to the VP of Global Technology for Asia Pacific. The Audio-Visual Break-Fix and Remediation Manager is responsible for overseeing and managing the break-fix and remediation activities across North Asia for all the client’s AV rooms and spaces. This role involves leading a team of technicians to ensure timely and efficient resolution of hardware, software, and connectivity issues related to all the clients ’s AV systems. This person will focus on maintaining high system availability and minimizing downtime through effective troubleshooting, escalation, and resolution processes, ensuring that at any point in time the bank is maximizing the value it can receive from its investment in AV equipment across the Asia Pacific region.
Key Responsibilities:
1. Team Leadership:
- Manage and supervise a team of AV technicians, ensuring streamlined workflows, adherence to procedures, and delivery of high-quality service.
- Conduct regular performance evaluations, provide constructive feedback, and support professional development opportunities to foster growth within the team.
- Cultivate a positive and collaborative work environment that promotes knowledge sharing, teamwork, and continuous improvement.
2. Breakfix and Remediation Management:
- Receive, prioritize, and track incoming AV breakfix and remediation tickets/incidents.
- Evaluate and diagnose hardware, software, network, and configuration issues pertaining to AV systems.
- Collaborate with vendors, suppliers, and internal teams to procure necessary replacement parts or escalate issues for advanced technical support.
- Ensure prompt and effective troubleshooting, repair, and replacement of faulty AV equipment.
- Maintain accurate records of issue resolutions, equipment maintenance, and spare parts inventory.
3. Preventive Maintenance:
- Develop and implement a comprehensive preventive maintenance plan for AV systems and equipment, encompassing regular inspections and performance testing.
- Schedule and carry out routine maintenance tasks, such as firmware updates, cleaning, and calibration, in accordance with manufacturer guidelines and industry best practices.
- Identify potential system vulnerabilities, recommend and implement appropriate measures to mitigate risks, and enhance system reliability.
4. Documentation and Reporting:
- Create and maintain comprehensive documentation related to AV systems, including equipment inventory, configuration details, troubleshooting procedures, and known issues.
- Generate reports on breakfix trends, resolution metrics, and system performance to identify areas for improvement and optimize processes.
- Collaborate with other teams to provide input for AV system upgrades, expansions, or replacements based on observed patterns and user feedback.
Requirements:
- Bachelor's degree in a relevant field or equivalent work experience.
- Strong technical expertise in audio-visual systems, encompassing hardware (e.g., projectors, displays, microphones), software applications, video conferencing systems, control systems, and signal distribution.
- Demonstrated experience in managing breakfix and remediation activities within the AV industry.
- Proficiency in troubleshooting AV system issues and familiarity with diagnostic tools and technologies.
- Excellent leadership skills, with the ability to inspire and guide a team effectively.
- Strong organizational and project management capabilities.
- Exceptional communication skills, enabling effective interaction with both technical and non-technical stakeholders.
- Knowledge of industry standards, best practices, and emerging AV technologies.
