Top 3 Reasons To Join Us
Hi-tech working environment
Young and dynamic colleagues
International experience
The Job
This role coordinates customer technical team and in-house product/development/support team to classify/solve incidents, reporting to the HSO. The candidate must be self-initiating and have hands-on experiences of services management processes. This role will work with Management to successfully deliver product and services
The responsibilities of the individual in this position include:
- Participate in incident management, problem management and other service management processes.
- Provide technical support and troubleshooting assistance to resolve the issue
- Coordinate with appropriate departments/ team (Product/ Development/Support team) for the efficiency incident handling
- Allocate resources to promptly address incidents and support activities and ensure effective resource utilization
- Schedule and conduct support sessions across multiple teams.
- Responsible for delivering solutions to problems agreed upon by stakeholders
- Conduct / Feedback to internal for improvement and optimization with post-mortem
- Lead the investigation of incidents to determine the root causes and prevention
- Ensure comprehensive documentation of incident details, known error issue and outcomes
- Customer Satisfaction and Relationship
Your Skills and Experience
- Excellent stakeholders' communication and management in English.
- Advanced knowledge and experience in service management framework such as ITIL,
- Excellent troubleshooting and root cause analysis skills.
- Analytical skills, critical thinking abilities and stress management techniques for evaluating situations and navigating the pressure of incident management.
- Technical experiences in Cloud Computing (SDN, CDN), Linux, Network, virtualization
- Proven ability to employ holistic approaches and look at long term solutions
Why You'll Love Working Here
- Competitive package
- Professional working environment
- Opportunities to challenge and develop your career
- Social insurance, health insurance, unemployment insurance as labor law stipulated
- Premium Healthcare
- Opportunity to participate in stock option program.
- Public holiday and Annual leave in accordance with the Vietnamese labour law