RESPONSIBILITIES
- Responsible to handle escalated Store Front End Application L1 and L2 technical issues and incidents, troubleshoot and ensure that the incident could be resolved in a timely fashion to reduce causing major impacts to the business's operations
- Monitor and ensure that both SLA and KPI are align with the agreed standards
- Ensure that external vendors fulfill the agreed SLA. Arrange meeting, review and negotiate any service agreements if needed
- Formulate, define and maintain a series of support strategies with an aim to deliver the highest standard of end user support services, such as workflows, escalation protocols, and etc
- Be the lead to look after system support & maintenance & negotiate with other parties, including IT, business users and vendors
JOB SPECIFICATIONS
- Bachelors degree in Computer Science, or a related discipline with 1 to 2 years relevant experience
- Excellent experience 2nd tier support, solid SQL skills are a must and C# skills a bonus
- Assist to formulate and continuously enhance support strategy for higher efficiency and effectiveness
- Strong vendor management skill for 1st tier outsourcing parties
- Take ownership of production issues and provide incident management
- Able to feedback and liaise with development team to enhance both new or existing system
- Assist to standardize application support workflow for new business and application system
- Experience in F&B and retail industry is a plus
- Immediate available preferred
SKILLS/ABILITIES
- Well organized, detail-minded with good interpersonal skills
- Self-motivated, able to work independently and willing to learn
- Excellent communication skills in English, Cantonese and Mandarin is a plus
- Ability to work under pressure
Interested parties please share your profile by Apply Now.
