Incident Manager/Technical Service Manager Hybrid

ABOUT US

Live Payments is one of Australia's leading payment service providers, servicing thousands of businesses across Australia. We continue to innovate our payment solutions and expand our product offering alongside our industry leading strategic partners including Qantas Loyalty and Ingenico.

ROLE AND RESPONSIBILITIES

Live Payments is seeking a talented and experienced Technical Service Manager to join our growing/multi-national team. Reporting directly to our Vietnam based Software Development Leader, the Technical Service Manager will take care quantity and quality of product services between technical team and other departments and maintain the company standards of timely delivery and customer satisfaction.

Core duties include:

• Respond to the product incidents when they occur, coordinate between Technology Production Support team and other departments to restore the service or escalate to partners where applicable.
• Establish and continuously improve the incident management process including:
  • Monitor and improve processes to improve KPIs, customer experience
  • Develop training plans and facilitate training sessions for team members
  • Plan and develop knowledgebase for technology team to better handle incidents
  • Manage recurring meetings with team(s) to review the service performance
• Proactive at solve problem, collaborate with other groups / departments to achieve business goals or SLAs
• Identify & escalate issues to the related teams/third parties when out of the scope of the team
• Forecast of daily workload and peak time, plan to complete incident lists but still maintain KPI
• Ensure all cases are solved within the defined SLAs.

QUALIFICATIONS AND EXPERIENCE

• University Degree Qualified in a Tech or Business field
• 3-4 years of Service Management experience
• Proficiency in English
• Experience working in the payments and/or financial services industries an advantage.

KEY SKILLS

• Solid knowledge in ITIL and ITSM, especially Incident Management/Change Management process
• Knowledge of developing and managing Freshdesk (or similar one) dashboards and processes
• Excellent sense of prioritization and time management
• Well-organized, careful, self-driven, dynamic, and creative
• Dilligent, pay attention to details
• Ability to work under high pressure, resolve problems skills and adapt to the new environment
• Advanced English skills encompassing writing, reading, speaking, and listening
• Excellent interpersonal skills with the ability to collaborate effectively across departments and teams.

• Premium healthcare plan for employee and family members (spouse and children)
• Gross salary which includes tax, medical, social and unemployment insurance
• Performance reviews twice a year
• 13th month salary and performance bonuses
• 14 days annual leave + 01 birthday off
• Laptop provided (Mac/Windows)
• Free parking, coffee, and snacks
• Access to paid learning and development programs
• Regular team dinners and team building activities
• International, friendly working environment