Job Description
About Company
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.
Your skills & qualifications
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.
Benefits for you
- 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).