Technical Support Expert (Work on shifts) (ITIL)

LAZADA
Lazada Office, Floor 20, Saigon Center 2 Building, 67 Le Loi, Ben Nghe, District 1
Product
Ho Chi Minh
Salary: Negotiable
ITIL Technical Support

What You’re In Charge?

Job Summary:

  • The Technical Support Expert is part of the IT Service Operations team and will be responsible in implementing the Incident Management process alongside the Head of Incident Management. It is a chance to accumulate experience to provide feedback for the Incident Management tool/Product Design, Development and Optimization. The team works across all Lazada e-commerce platforms to ensure a high-quality customer and partner experience when facing an issue.

As an Incident Duty Manager, you will be in charge of:

  • Participating in a 24x7 scheduling-model to provide timely, reliable and high-quality response to complex customer escalations;
  • Ability to correctly align on incident priority, command an incident war room and drive incident resolution;
  • Evaluating Customer Business Impact: High impact on customer satisfaction and retention based on the customer experience. Due to time-sensitive nature of the work, potential for financial impact to the company associated with SLA penalties;
  • Taking ownership of the incident to make real progress toward resolution with the tickets;
  • Making sure Customer is informed during the incident progress and until the incident is totally resolved and take ownership of full communication;
  • Monitoring all ticket queues and route/assign incidents to specific teams to ensure the most efficient and effective resolution result to meet the client´s needs and contract, in accordance to the available resources;
  • Interfacing with various application teams, both internally and externally to Lazada, to drive resolution up and including the executive level as necessary;
  • Thoroughly maintain and update all communications and tickets related to all owned by the Incident;
  • Management team and provide service within agreed SLA;
  • Document post incident recovery steps to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base;
  • Be an evangelist of the Incident Management process.

What We’re Searching?

Soft skills:

  • Ability to meet the customers’ needs in line with the business requirements;
  • Focusing on the objectives and the required outcomes of the processes during delivering a service;
  • Working with a cooperative and positive attitude in a group settings to achieve common goals;
  • The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience;
  • Ability to comprehend and to systematically organize the various aspects of a problem or situation;
  • Taking the responsibility and takes care of the consequences of making a decision;
  • Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation.

In order to succeed in the role, you should ideally have:

  • Bachelor’s degree in Information Technology or related field or equivalent trade-off in related professional work experience;
  • At least 2 years of IT Operations experience or related field;
  • Experience in an Incident Management Role within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills;
  • Able to fluently communicate in English;
  • Good teamwork skills in a diverse workplace;
  • Being able to communicate in Mandarin (Chinese) would be a great advantage;
  • Proficient in ITIL V3 or PMP methodology;
  • Previous exposure to implementing and configuring ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities.
  • Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems;
  • A self-starter with an organizsed and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders;
  • A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms;
  • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards;
  • Strong service attitude; the ability to develop and build lasting customer relationships;
  • Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures;
  • Able to work and collaborate cross-culturally would be preferred.

Best About This Position

An amazing Office in HCMC Vietnam, free drinks & food.
Full support with relocation and visa process.
Work on a biggest e-commerce product in South-East Asia that millions of people will use every day.
Be a part of one of the fastest growing company in Asia and become an important part of Lazada’s success story.
Join a team of passionate people keen on learning constantly new things and work with an amazing and supportive team.
Time working (Work on shifts): 06:00 AM - 02:00 PM/ 02:00 PM - 10:00 PM/ 10:00 PM - 06:00 AM ( Weekly leave 2 days).

LAZADA

Lazada Group is pioneering e-Commerce across Southeast Asia. Launched in 2012, Lazada Group has grown to become the leading online shopping and selling destination in Southeast Asia. The company has about 5,500 employees in the region, with operations in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam, and a team... See more
  • Lazada Group is pioneering e-Commerce across Southeast Asia.
  • Launched in 2012, Lazada Group has grown to become the leading online shopping and selling destination in Southeast Asia. The company has about 5,500 employees in the region, with operations in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam, and a team in Hong Kong that drives cross-border marketplace activities. Lazada also operates technology hubs in Ho Chi Minh City and in Moscow. Lazada’s strong performance has earned the support of key investors such as Alibaba Group, Temasek Holdings and Rocket Internet. We are searching for dynamic, entrepreneurial, broad-minded individuals to join us. Be part of the team that is steering the exciting eCommerce revolution in Southeast Asia!
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Lazada Office, Floor 20, Saigon Center 2 Building, 67 Le Loi, Ben Nghe, District 1

Product