Application Support Analyst

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 and escalate issues to the relevant teams or third parties when beyond the scope of the team&039;s capabilities.
Conduct regular meetings with team(s) to review service performance and identify areas for improvement.
Use technical/database/application knowledge to find solutions.
Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
Identify the events that led to issue creation and understand the business impact of each issue.
Maintain product and technical knowledge to provide quality support.
Ensure all cases are resolved within the defined SLAs.

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

Key skills

Well- organized, careful, self- driven, dynamic, and creative.
Familiarity with SLA management and negotiation.
Knowledge of developing and managing Freshdesk (or similar) dashboards and processes.
Excellent interpersonal skills with the ability to collaborate effectively across departments and teams.
Excellent English skills encompassing writing, reading, speaking, and listening.
Solid knowledge of ITIL and ITSM, especially the Incident Management/Change Management process.
Ability to work under high pressure, resolve problems, and adapt to the new environment.
Excellent sense of prioritization and time management.

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

Cập nhật gần nhất lúc: 2024-01-15 14:25:34