SkyLab ★ 3.1

This role coordinates customer technical team and in- house product/development/support team to classify/solve incidents, reporting to the HSO. The candidate must be self- initiating and have hands- on experiences of services management processes. This role will work with Management to successfully deliver product and services
The responsibilities of the individual in this position include:

Lead the investigation of incidents to determine the root causes and prevention
Coordinate with appropriate departments/ team (Product/ Development/Support team) for the efficiency incident handling
Conduct / Feedback to internal for improvement and optimization with post- mortem
Participate in incident management, problem management and other service management processes.
Provide technical support and troubleshooting assistance to resolve the issue
Customer Satisfaction and Relationship
Schedule and conduct support sessions across multiple teams.
Allocate resources to promptly address incidents and support activities and ensure effective resource utilization
Responsible for delivering solutions to problems agreed upon by stakeholders
Ensure comprehensive documentation of incident details, known error issue and outcomes

Yêu cầu công việc

Excellent stakeholders’ communication and management in English.
Analytical skills, critical thinking abilities and stress management techniques for evaluating situations and navigating the pressure of incident management.
Excellent troubleshooting and root cause analysis skills.
Advanced knowledge and experience in service management framework such as ITIL,
Technical experiences in Cloud Computing (SDN, CDN), Linux, Network, virtualization
Proven ability to employ holistic approaches and look at long term solutions

Opportunities to challenge and develop your career
Professional working environment
Public holiday and Annual leave in accordance with the Vietnamese labour law
Competitive package
Opportunity to participate in stock option program.
Premium Healthcare
Social insurance, health insurance, unemployment insurance as labor law stipulated

Cập nhật gần nhất lúc: 2025-01-08 19:00:03