AI Service Operation Manager

Overall: Manage and operate AI services, including Voicebot, Chatbot, eKYC, and OCR, along with Service Desk (L1, L2), ensuring service quality, system performance, and customer satisfaction.
AI Service Management

Monitor, analyze, and improve system performance.
Ensure the stable, efficient operation of AI services (Voicebot, Chatbot, eKYC, and OCR) that meet customer requirements.

Service Desk Management (L1, L2)

Ensure that issues are resolved promptly, following standards and procedures.
Manage and coordinate the activities of the L1 and L2 Service Desk teams to handle customer requests and incidents effectively.

Maintenance and Operations

Handle incidents and troubleshoot errors quickly to ensure uninterrupted service.
Plan and execute regular maintenance activities for AI services.

Development and Improvement

Evaluate and propose improvements to optimize service performance and functionality.
Collaborate with development teams to update and upgrade AI services.

Team Management

Train and support staff to enhance their skills and work performance.
Build, develop, and manage a team of engineers and specialists, including the L1 and L2 Service Desk teams.

Customer Relations

Resolve customer issues, complaints, and requests promptly and effectively.
Work closely with customers to understand their needs and feedback, ensuring services meet their requirements.

Reporting and Analysis

Prepare regular reports on the operational status, performance, and issues related to services.

Use data and analysis to make strategic decisions and service improvements.

At least 3 years of experience in the IT field, with a minimum of 1 year in a team lead or higher position.
Cooperative spirit and strong teamwork skills.
Ability to analyze data and prepare reports.
Knowledge of AI technologies and platforms.
Experience in IT service deployment. Having an ITIL certification is an advantage.
Leadership and team management skills.
Proficient in both English and Vietnamese.
Direct experience with Voicebot, Chatbot, eKYC, and OCR services is an advantage.
Ability to work under pressure and manage time effectively.
Problem- solving and decision- making skills.
Good communication and customer relations skills.
Experience in managing and operating a Service Desk (L1, L2).
Bachelor degree in Information Technology, Computer Science, Software Engineering, or related fields.
Responsible, proactive, and strategically minded.

• Working in the most advanced technology field today: AI, a field that has been greatly invested by FPT in the past 10 years and the most trending now.
• FPT Premium Care package
• Activities and culture with FCI and FPT Corporation
• Sponsor- related courses and certifications
• Gain a thorough understanding of the big picture of AI in Vietnam and Asia through different fields.
• Innovative, open, dynamic and friendly working environment

Cập nhật gần nhất lúc: 2024-06-15 19:05:03