Application Support Analyst

Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
Maintain product and technical knowledge to provide quality support.
Use technical/database/application knowledge to find solutions.
Identify and escalate issues to the relevant teams or third parties when beyond the scope of the team&039;s capabilities.
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.
Respond promptly to product incidents, coordinating with the Technology Production Support team and other departments to restore service or escalate to partners when necessary.
Ensure all cases are resolved within the defined SLAs.

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

Key skills

Ability to work under high pressure, resolve problems, and adapt to the new environment.
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 English skills encompassing writing, reading, speaking, and listening.
Familiarity with SLA management and negotiation.
Excellent interpersonal skills with the ability to collaborate effectively across departments and teams.
Excellent sense of prioritization and time management.
Well- organized, careful, self- driven, dynamic, and creative.

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

Cập nhật gần nhất lúc: 2024-01-15 15:55:30