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22 October 2019
Job ID: BK-148752
Incident Manager

Responsibilities:

  • Ensure that customers using the digital products of companies receive technical support.
  • Works closely with the Customer Service Desk and other support teams during the troubleshooting process to identify known errors and similar incidents that have occurred in the past.
  • Verify resolution with users and resolve Incidents in ITSM tool.
  • Create Incident Reports, keeping a log of incidents in order to keep track of any issues and ensures resolution, including analyzing and examining incidents and establishing processes to help prevent or minimize similar problems from arising.
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Managing the Incident Management system and enforcing the Incident Management process work flow.
  • Produces metrics, KPIs and other reports relating to the incident management process.

Basic Qualifications:

  • At least 5 years Customer Service experience, Incident and Problem Management or experience working in a collaborative role within IT Support
  • Strong understanding of ITIL and Incident Management practices.
  • Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
  • Ability to create diagrams, policies, procedures, presentations, etc., as needed for day-to-day management as well as read blueprints/schematics, etc. as needed for planning/issue remediation.
  • Well-rounded and advanced knowledge and skills across networks, servers, databases, cloud services, security, and other related disciplines.
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Job Details:

Benefits:
  • Five-day work week
  • Performance bonus
  • Gratuity
  • Medical insurance
  • Dental insurance
  • Life insurance

Central Group (Supporting Unit)
http://www.centralgroup.com
The Central Group consists of a variety of diverse investment in various corporations, each of which has become the leader in the retail, property development , hospitality , food and beverage industries. These complementary businesses continue to strengthen our position in the marketplace both domestically and internationally. In 2014, Central Group revealed the organizational restructuring to streamline. 9 new business groups such as Central Department Store Group (CDG), Central Food Retail Group (CFG), Central Hardlines Group (CHG), Central Online (COL), Central Pattana Group (CPN),Central Marketing Group (CMG), Central Hotels and Resorts Group (CHR), Central Restaurants Group (CRG) and Central Group (VIETNAM) to spearhead the conglomerate at global level , focusing on sustainable growth with strategy of excellence in "Branding","People","Synergy" and consolidating the strength of Central Group "to be Number One" under the concept of "One Group".

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