Act as a service availability & liquidation owner of production service as L2 production support engineer. Taking role as owner of any issue on production to ensure business’ stability & availability.
Be the stakeholder for investigating technical production issues raised by client/user and swiftly provide a workaround/resolution within the defined SLA
Coordinate with other technical teams (Application Development, Infrastructure teams or 3rd-parties partner/vendors) in troubleshooting and resolving service incidents following the defined incident management process
Gather and analyze information from various sources (e.g. application and system logs, monitoring tool, etc.) to troubleshoot problems
Working closely with Development/Product team to understand new features, configurations and elements to be deployed in each release
Conduct knowledge sharing sessions for within team members to improve technical knowledge and skills
Be the stakeholder for post-major incident reviews to identify the root cause of a service disruption and preventive actions, and summary a major incident report for related parties
Provide on-call & on-site (if required, not as normal basis) support during non-business hours and weekends (on rotation basis)
Qualifications & Skills:
Bachelor's degree in Information Technology, Computer Science or any related fields.
Experiences in QA or application support related field is a plus
Good analytical skill, communication, and interpersonal skills.
Strong problem analysis, self-motivated, enthusiastic and resolution skill are required
Has a wide knowledges in IT technology (not required to be in depth) such as (but not limited to) System, Network, Database, Big data platform, Java platform environment or Cloud service technology
Able to work under pressure of incident’s investigation as ITIL and SLA
Be able to work as a team, willing to learn new knowledge and details oriented
Good command of English language, capable in basic Chinese communication is a plus.
Willing to work off-working hours when needed.
Please note that we will get in touch with shortlisted candidates only.