Softdebut Company Limited

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Nov 15, 2024

Incident Manager

สถานที่ปฏิบัติงาน

Khlong San, Bangkok

เงินเดือน

Starting from 50,000 baht and above, depending on experience and qualifications.

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Job Descriptions

1. Provides 24x7 production support coverage. 2. Proactive follow up the incident resolution to be fixed. 3. The role involves coordinating with various stakeholders including support teams, developers, system administrators, and end-users to ensure smooth incident resolution. Effective communication and collaboration are crucial for timely problem resolution. 4. Owns and drives incident management bridge calls and chats with application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents 5. Captures and documents incident data accurately 6. Prepares appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process 7. Ensuring compliance with Service Level Agreements (SLAs) related to incident response and resolution is paramount. The Incident Manager monitors performance metrics, identifies areas of non-compliance, and takes corrective actions to meet or exceed established SLAs.

Qualifications

Bachelor's Degree in Computer Science/Information Systems/Engineering or related disciplines
Minimum 5 years of experience in incident management, IT service delivery, IT service desk, IT operations in an enterprise scale environment
Extensive customer service, communication, and client interaction skills
Good working knowledge of Service Now, JIRA and SharePoint
Knowledge of AWS Cloud, Kubernetes and monitoring tools (Splunk, Dynatrace, etc.)
Basic knowledge of application development
Possess analytical, critical thinking and troubleshooting skills
Strong ability to think and act independently to resolve production issues
Ability to act with a sense of urgency and agility
Ability to multitask in a fast-paced environment utilizing multiple tools
Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
Experienced working with a System Integrator global company is preferred.