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BOSCH
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IT Support Lead (Workon)
- Hết hạn
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Thông tin cơ bản
Mức lương:
Thỏa thuận
Chức vụ:
Nhân viên
Ngày đăng tuyển:
15/12/2023
Hạn nộp hồ sơ:
14/01/2024
Hình thức:
Toàn thời gian
Kinh nghiệm:
Không yêu cầu
Số lượng:
1
Giới tính:
Không yêu cầu
Nghề nghiệp
Ngành
Địa điểm làm việc
- Ho Chi Minh, Vietnam
Các Phúc Lợi Dành Cho Bạn
13th-month bonus + yearly performance bonus + annual salary appraisal
Premium health insurance for employee + 2 family members
16++ days of paid leave per year
Mô Tả Công Việc
- Lead and oversee 2nd and 3rd level application support and maintenance for client-reported issues and service requests within defined O-KPIs, encompassing resource planning, demand management, and optimal utilization.
- Establish and ensure adherence to support SLAs.
- Actively drive enhancements in Customer Experience, Service Quality, and Cost Optimization within the product during the 'Run' and 'Maintenance' phases, fostering close collaboration with PSO and Leads.
- Contribute to the planning of support and maintenance volumes for PSO, ensuring alignment with central scope documentation (SLA) for contracting purposes.
- Streamline operations by reducing complexity through higher standardization and refined processes (e.g., templates, reports, tools), leveraging ITIL and industry best practices in partnership with Solution Operation & Support Excellence.
- Foster robust collaboration across PSO, Leads, and the project community to steer and deliver new products/services in application support, employing the application support concept. This includes knowledge transfer, CMDB maintenance, and support group structuring, all in alignment with the Expertise Family.
- Take ownership of SMT ticket analysis, end-user feedback, and drive Continuous Improvement Programs (CIP).
- Manage & build up KMS system.
- Apply Open AI & automation into SMT system and customer support service.
- Establish and ensure adherence to support SLAs.
- Actively drive enhancements in Customer Experience, Service Quality, and Cost Optimization within the product during the 'Run' and 'Maintenance' phases, fostering close collaboration with PSO and Leads.
- Contribute to the planning of support and maintenance volumes for PSO, ensuring alignment with central scope documentation (SLA) for contracting purposes.
- Streamline operations by reducing complexity through higher standardization and refined processes (e.g., templates, reports, tools), leveraging ITIL and industry best practices in partnership with Solution Operation & Support Excellence.
- Foster robust collaboration across PSO, Leads, and the project community to steer and deliver new products/services in application support, employing the application support concept. This includes knowledge transfer, CMDB maintenance, and support group structuring, all in alignment with the Expertise Family.
- Take ownership of SMT ticket analysis, end-user feedback, and drive Continuous Improvement Programs (CIP).
- Manage & build up KMS system.
- Apply Open AI & automation into SMT system and customer support service.
Yêu Cầu Công Việc
- Possess expert knowledge of IT Products/Services and complementary services, emphasizing continuous delivery and deployment.
- Demonstrate an in-depth understanding of end-to-end business processes within respective functional areas.
- Showcase extensive technological competency, including mastery of HTML, CSS, JavaScript, Java, Oracle, etc.
- Adhere to IT service management and operations in accordance with ITIL standards.
- Exhibit robust communication skills, encompassing moderation, negotiation, presentation, cooperation, influence, and attentive listening.
- Demonstrate strong analytical thinking, efficient time management, and excellent problem-solving abilities.
Hold a strong commitment to fulfilling customer satisfaction, emphasizing customer-oriented skills.
- Display proficiency in problem analysis and resolution and possess business knowledge that significantly impacts respective processes.
- Proficiency in understanding the workflow approval process.
- Knowledge with programming Languages: Java (Spring Core, SpringBoot), JavaScript, Groovy.
- Knowledge with Webservices: REST, SOAP.
- Knowledge with Frontend technologies: HTML, CSS.
- Knowledge with Databases: Oracle, SQL knowledge.
- Version Control: Git.
- Build tools: Gradle, Maven.
- Fluent English communication for business.
- Basic Knowledge on - Angular, Elasticsearch, Linux & Shell Scripts.
- Effective & professional communication, leadership skills & open mindset to lead and work in global product team.
- Customer solution & customer centricity mindset, high responsibility, cool under pressure..
- Demonstrate an in-depth understanding of end-to-end business processes within respective functional areas.
- Showcase extensive technological competency, including mastery of HTML, CSS, JavaScript, Java, Oracle, etc.
- Adhere to IT service management and operations in accordance with ITIL standards.
- Exhibit robust communication skills, encompassing moderation, negotiation, presentation, cooperation, influence, and attentive listening.
- Demonstrate strong analytical thinking, efficient time management, and excellent problem-solving abilities.
Hold a strong commitment to fulfilling customer satisfaction, emphasizing customer-oriented skills.
- Display proficiency in problem analysis and resolution and possess business knowledge that significantly impacts respective processes.
- Proficiency in understanding the workflow approval process.
- Knowledge with programming Languages: Java (Spring Core, SpringBoot), JavaScript, Groovy.
- Knowledge with Webservices: REST, SOAP.
- Knowledge with Frontend technologies: HTML, CSS.
- Knowledge with Databases: Oracle, SQL knowledge.
- Version Control: Git.
- Build tools: Gradle, Maven.
- Fluent English communication for business.
- Basic Knowledge on - Angular, Elasticsearch, Linux & Shell Scripts.
- Effective & professional communication, leadership skills & open mindset to lead and work in global product team.
- Customer solution & customer centricity mindset, high responsibility, cool under pressure..
Khu vực
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