Application Management Engineer

This role provides first point of contact for Clients seeking technical assistance and support in maintaining their websites and system. The role must be able to work night shift, be able to perform remote troubleshooting through diagnostic techniques and determine the best solution or escalate based on the issue and details provided. Good communication skills, teamwork, customer centric focus and the ability to work in a fast- paced environment is required.
The main responsibilities of the
Application Management Engineer
include:

Will be responsible for monitoring and managing a number of customers’ environments across storage and server hardware & operating system software (including Windows, UNIX and Virtualised environments)
Participates in managing customer change requests and problem ticket resolution
Provides periodic environment reviews and suggestions for enhancement of services or resiliency of environments
Keeps current with manufacturer technical certifications, specialization exams, and licenses
Manages escalated infrastructure support issues, coordinates communications with third parties (Optimizely, Avensia Storefront, Azure Cloud, etc) to resolve complex issues and escalating to senior support teams as required
Acts as first point of contact for customer technical issues and manages & troubleshoots issues on website/storage/server/virtual environments based on vendor best practice processes and industry standards
Works with Service Delivery Managers to propose enhancements to client&039;s environment in order to optimize production server monitoring
Provides incident & problem management services for resolving customer technical issues on enterprise environment particularly production webserver, application and infrastructure

Quality improvement tasks
Documents procedures for Operations teams
Supports and conducts self in a manner consistent with customer service expectations
Day shift: from 6:00 AM to 2:30 PM
Evening shift: from 2:00 PM to 10:30 PM
Study and share new techniques, practice, tools and share for team members
Take initiative in improving on reporting, processes, workflow and client outcomes
Able to work in 3 different shifts with regular rotation
Identify possible risks throughout the process and properly communicate to related superiors for solutions
Night shift: from 10:00 PM to 6:30 AM
Take initiative in self- improvement for professional and personal excellence

Analytical skills and the ability to identify creative and possible solutions
Good customer service skills with ability to effectively deal with customer enquiries within a timely manner
The ability to work well in a team and individually
E- commerce awareness. Technical experience in using computer applications and tools
High sense of responsibility
Microsoft Certification or similar industry certification/qualification is highly regarded
Ability to diagnose and resolve basic technical issues
Good communication skills (in English and Vietnamese)
Understanding of a service/help desk and incident management system Expertise knowledge & experience
The ability to work under pressure and to tight deadlines
The ability to adapt to changing situations, be focused on delivery while ensuring quality
Bachelor of IT, Computer Science or relevant field
Good understanding of computer systems, mobile devices and website management
Good Logical thinking and problem- solving skills
Creative, innovative, and strive for continuous improvement
Experience in DevOps, Infrastructure Management and Cloud hosting is a big plus
Motivated in delivering top quality work
Experience working in a customer support environment- phone, email, chat support
Willingness to learn and share continuously

Extensive AON health insurance (during labor contract) and accident insurance (during probation) in addition to the state- mandated health insurance;
Attractive salary with bi- yearly review, 13th- month bonus, performance bonus, public holiday bonuses, birthday gift, employee service awards up to $1,000;
Bright working space with modern facilities including the newest software;
A clear career path with proper training courses, workshops, fully sponsored certificate exams;
Professional, flexible & dynamic working environment with colleagues of different nationalities that is open- minded, creative, supportive, friendly, and encouraging;
NICEF- our own Charity program where our employees raise funds and help people with difficulties in Vietnam.
Sports & cultural activities all year around to strengthen both your physical & mental health;
Regular communication from Management on the companys strategy, development plan, and new opportunities for employees;
Employees and families are engaged and taken care of by the company via Trade Union activities;
Opportunities to join global technical conferences;
Summer vacation at 5- star resort;

Cập nhật gần nhất lúc: 2024-10-23 20:15:02