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Live Payments
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Application Support Analyst
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Live Payments
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Thông tin cơ bản
Mức lương:
Thỏa thuận
Chức vụ:
Nhân viên
Ngày đăng tuyển:
18/01/2024
Hạn nộp hồ sơ:
18/02/2024
Hình thức:
FULL_TIME
Kinh nghiệm:
3 - 5 năm
Số lượng:
1
Giới tính:
Không yêu cầu
Nghề nghiệp
Ngành
Địa điểm làm việc
- Quận Bảy
Chi tiết công việc
Live Payments is one of Australia's leading payment service providers, servicing thousands of businesses across Australia. We continue to innovate our payment solutions and expand our product offering alongside our industry-leading strategic partners including Qantas Loyalty and Ingenico.
ROLE AND RESPONSIBILITIES
Live Payments is seeking a talented, experienced Application Support Analyst to join our growing/multi-national team. Reporting directly to our Vietnam-based Software Delivery Manager, the Application Support Analyst will take care quantity and quality of product services between the technical team and other departments and maintain the company standards of timely delivery and customer satisfaction.
Core duties include:
• 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.
QUALIFICATIONS AND EXPERIENCE
• 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.
BENEFITS
• 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
Khu vực
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