Responsible for supporting 24 x 7 Global Business-to-Business (B2B) Production Support in analyzing incident tickets and requests from customers or end-user, recommend solution, escalate to technical team and ensure closure within Service Level Agreement (SLA). Production Support can apply or fix simple changes to address concerns/issues raised from customer or end-users based on the analysis conducted.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
- Serves as the 2nd level support of Global Shared Service Center team running in 24/7 supporting all Amkor factories globally.
- Monitor incident tickets, system generated alerts and requests from Customers, eBusiness Managers, Customer Service, Sales, factory B2B and other end-user in ensuring completeness of inbound and outbound delivery of customer data feeds.
- Analyses incident tickets, system alerts and request then provide immediate solutions or recommendations.
- Reads program codes to determine the root cause of the issue, apply fix for simple or standard changes, and recommend permanent solution.
- Determine proper escalation to B2B Technical Administrator, Development team, factory-ETL if needed for more technical analysis.
- Ensure all incident tickets and requests are closed with resolution in accordance with the defined Service Level Agreement (SLA).
- Monitor ETL data loading for any delay and abnormalities. Escalate to B2B Technical Administrator, ETL or Development team when necessary.
- Evaluate project deployments and ensure Production Hand over documentations are properly maintained when it is turn over to Production Support.
- Monitor the incident trend per customer and present to B2B Improvement Initiative Team for permanent resolution with the goal to lessen the number of incidents (For leads only).
- Supports the following applications Traffic, Electronic Data Interchange (EDI), Integration Service, Trading Networks, Cloud Services (Web.Data)
- For team lead with subordinates, ensures work progress by monitoring/ controlling personnel activities through performance measurement and evaluation, enforcement of discipline, personnel counselling, and development.
- Ensure ticket closures are following the Global Service Desk Quality Assurance standards.
- Performs other functions as may be assigned from time to time by superior.
- Supports Environmental Management system with respect to their job.
- Implements Environmental Management System with respect to their job
Education/Knowledge
- Engineering or Computer Science
- Graduate, with knowledge in Information
- Technology/Computer Software, Manufacturing Operating Procedures, and
- Equipment Operating principles and
- Communication Interface
Skills
- Application Support, Customer Service, Troubleshooting, Infrastructure Knowledge, Technical Support, Data Analysis, Project Management, Structured Query Language (SQL), Scripting & Coding, and Excellent Communication
Work Experience
- Minimum of 2 years in the same/related field
External/Internal Contacts
- External: Suppliers, Consultants Internal, Customer Contacts
- Internal: Staff, Superiors, users, Management across different Amkor sites
Working Conditions:
- Work area not limited to Office Area. No exposure to industrial chemicals
As previously mentioned.
Originally posted on Himalayas
