LIVE GROUP VIỆT NAM

• Respond promptly to product incidents, coordinating with the Technology Production Support team and other departments to restore service or escalate to partners when necessary.
• Identify the events that led to issue creation and understand the business impact of each issue.
• Conduct regular meetings with team(s) to review service performance and identify areas for improvement.
• Identify and escalate issues to the relevant teams or third parties when beyond the scope of the team's capabilities.
• Ensure all cases are resolved within the defined SLAs.
• Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
• Use technical/database/application knowledge to find solutions.
• Maintain product and technical knowledge to provide quality support.

• University Degree Qualified in a Tech or Business field.
• 3-4 years of application support experience.
• IELTS 6.0 or equivalent would be beneficial.
• Experience working in the payments and/or financial services industries an advantage.

Key skills

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

• Fully social insurance according to Vietnam Labor Law
• Full salary on probation
• 13th month salary and performance bonus
• Annual leave: 14 days/ year+ 01 day off for birthday leave
• Performance review twice a year
• Annual health check and vaccination
• Premium Health Care Insurance (covering for spouse and children)
• Personal Learning & Career Development Program (15.6 millions VND/ year)
• Health Scheme Program
• Laptop provided
• Free parking, coffee, snacks, etc
• Attractive career path
• Regular team dinners and team building activities
• International and friendly working environment