SkyLab

Overview of job

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:

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

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

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