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Mô Tả Công Việc
- Manage major incidents from identification to service restoration and closure
- Drive the root cause analysis within SLA
- Regular professional communication on major incidents to internal & external customers within contracted SLAs
- Provides leadership and coordination across infrastructure, application and partner teams to quickly remediate production issues and reduce mean time to resolution
- Escalate within support organization as required.
- Manage customer / support escalated incidents
- Create an action plan for issue remediation during Incident troubleshooting
- Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes
- Work with alerting & monitoring teams to pro-actively avoid high priority incidents
- Identifying changes in the support processes and change the Incident Management process accordingly
- Run major incident ‘After Action Review’ sessions after service restoration to ensure avoidance of repeat incidents
- Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
- Drive continuous service improvement and incident avoidances
Yêu Cầu Công Việc
Education:
- Diploma/Bachelor’s Degree in IT or relevant fields (preferred)
Experience:
- At least 01 years experiencing in related fields
- Understanding of IT Infrastructure and Operating Systems
- Strong experience of delivering service quality within an ITIL framework
- Good experience in managing conference calls or incident resolution meetings
Skills:
- Good at English Speaking and Writing (be able to communicated well via email with colleagues in Czech)
- Technically curious and having analytical skills
Hình thức
Full-Time
Quyền Lợi
Understanding candidates' expectations of the ideal workplace, we always put the people element at the top of our priorities.
Compensation programs and employees' development opportunities for employees are always significantly invested in, bringing you:
Primary benefits:
- 13th-month Salary and performance- based KPI Bonus
- 15+ Annual Leaves
- Full Social Insurance, 24/7 Accidental Insurance, Annual Medical Check- up
- Team Building and CSR activities: Year- end Party, New-year Party, Company trip, Charity activities, Blood donation
- Learning workshops: Udemy E-learning, English courses, Senior management development training programs
Our culture fosters your career development through:
1. Strategy
- Thinking Big: We focus on creating meaningful and sustainable opportunities for the company.
- Customer Obsession: We try to understand future customer needs, trends, and the impact of digital transformation.
2. Implementation
- Digital Savviness: We seek to understand the technological aspects of the business to enhance efficiency and customer experience.
- Entrepreneurship: We communicate the company's strategy and purpose to others, inspire and lead them effectively.
- Risk in mind: We consider risks and their possible effects before making decisions.
- Operational Excellence: We stay focused on the goal, disciplined in tightening tasks to the end.
3. Building the organization
- People Centricity: We sustain focus on the development of team members through meaningful development plans and learning opportunities.
- Integrity: We always stay focused on the goal you need to achieve, refrain from getting into personal conflicts.
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