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Mô tả công việc
Customer Support
Act as the main contact for incoming support requests across phone, email, and chat.
Accurately log issues and manage them through the resolution process.
Maintain regular and professional communication with customers on case progress.
Production Support
Quickly assess and troubleshoot issues, understanding their technical and business impact.
Apply workarounds when immediate fixes aren't possible, and escalate effectively when needed.
Collaborate with cross-functional teams to solve production incidents.
Contribute to internal documentation and proactively monitor system performance to prevent issues.
Incident & Problem Management
Lead incident calls and guide discussions for fast resolution.
Manage and publish post-incident Root Cause Analyses (RCAs).
Ensure adherence to SLAs and maintain high standards for incident and problem tickets.
Report KPIs and participate in service quality improvement projects.
Act as the main contact for incoming support requests across phone, email, and chat.
Accurately log issues and manage them through the resolution process.
Maintain regular and professional communication with customers on case progress.
Production Support
Quickly assess and troubleshoot issues, understanding their technical and business impact.
Apply workarounds when immediate fixes aren't possible, and escalate effectively when needed.
Collaborate with cross-functional teams to solve production incidents.
Contribute to internal documentation and proactively monitor system performance to prevent issues.
Incident & Problem Management
Lead incident calls and guide discussions for fast resolution.
Manage and publish post-incident Root Cause Analyses (RCAs).
Ensure adherence to SLAs and maintain high standards for incident and problem tickets.
Report KPIs and participate in service quality improvement projects.
Yêu cầu công việc
5–10 years in customer support or production/IT service management roles (preferably in finance or large enterprises).
Strong understanding of software engineering, ITIL practices, and IT service tools (e.g., Jira, Confluence, service desk platforms).
Bachelor's or Master’s degree in Computer Science, Engineering, or related fields.
Excellent problem-solving, communication, and time management skills.
Experience working in 24/7 rotational shifts and on-call scenarios.
Preferred Skills
Certified in AWS, GCP, Azure, or ITIL.
Familiar with Docker, Kubernetes, Java, Go, JavaScript, shell scripting, and SQL.
Knowledge of payments, ISO20022, SWIFT, and financial transaction systems.
Experience using Splunk, job schedulers, and service monitoring tools.
Ideal Candidate Traits
Strong communicator and team player.
Able to perform under pressure during critical incidents.
Eager to learn and stay updated with tech advancements.
Hands-on, proactive, and customer-oriented.
Strong understanding of software engineering, ITIL practices, and IT service tools (e.g., Jira, Confluence, service desk platforms).
Bachelor's or Master’s degree in Computer Science, Engineering, or related fields.
Excellent problem-solving, communication, and time management skills.
Experience working in 24/7 rotational shifts and on-call scenarios.
Preferred Skills
Certified in AWS, GCP, Azure, or ITIL.
Familiar with Docker, Kubernetes, Java, Go, JavaScript, shell scripting, and SQL.
Knowledge of payments, ISO20022, SWIFT, and financial transaction systems.
Experience using Splunk, job schedulers, and service monitoring tools.
Ideal Candidate Traits
Strong communicator and team player.
Able to perform under pressure during critical incidents.
Eager to learn and stay updated with tech advancements.
Hands-on, proactive, and customer-oriented.
Thời gian làm việc
Trong tuần: Từ thứ 2 - thứ 6
Quyền lợi ứng viên
- Opportunity to work in teams with many leading experts in the IT field domestically and internationally.
- Opportunity to carry out ambitious projects in many countries, be exposed to the latest technologies and learn from talented colleagues.
- Work in a young, dynamic, modern and multicultural environment; Communication activities and events on holidays take place regularly.
- Opportunity to advance according to capacity with corresponding rank and salary increases.
- Participate in soft skills training courses (logical thinking, creative thinking, communication skills, project management skills, negotiation skills ...)
- And many other attractive benefits...
- Opportunity to carry out ambitious projects in many countries, be exposed to the latest technologies and learn from talented colleagues.
- Work in a young, dynamic, modern and multicultural environment; Communication activities and events on holidays take place regularly.
- Opportunity to advance according to capacity with corresponding rank and salary increases.
- Participate in soft skills training courses (logical thinking, creative thinking, communication skills, project management skills, negotiation skills ...)
- And many other attractive benefits...
Địa chỉ làm việc
Remote
