Lazada Tech Hub

Tóm tắt công việc

As a L2 Support Analyst in Lazada eLogistics Tech Team, you'll be part of an extremely motivated and experienced group of people. You'll will be responsible for provision of resolution to issues involving the entire eCommerce platform and our beloved systems. The technical support provision will be done via email, phone and web interface. Daily work includes, but not limited to, supporting cases of escalations, management of caseload, updating case activity, monitoring case aging, documentation and knowledge transfer for known issues.

Level 2 support engineers are expected to have more technical skills than L1 support engineers and manage incidents escalated by L1 support. L2 engineers need to troubleshoot the issues to identify the root causes in according to take the next step. L2 engineer needs to follow up the given workflow and expected to document knowledgebase articles which can be used by either L1 or L2 for immediate incident resolutions. L2 engineer must have good communication skills to actively collaborate with Business/Product Owners/Technical Teams whenever it’s needed to clarify business/technical logics or if there is any dependency or linkage with the different parties.
The overall goal is to drive more issues to resolution in-house as quickly and efficiently as possible to meet up the SLAs. You may be required to evaluate and prepare solution reports and closely work with the Problem Management team and the System Monitoring team as well for the further enhancements.

You'll will become known as savior of Lazada eLogistics platform because without you our systems wouldn’t have caretaker.

Your daily duties will be:
• Traction of issues through Slack, E-mail, Phone, Web.
• Escalation of issues to development team for timely resolution.
• Management of caseload.
• Frequent updates on pending issues/cases.
• Traction of case aging.
• Daily / Weekly reports to supervisor.
• Provision of documentation.
• Work closely with Business/Product Owners to resolve issues from user's end (User error, operations which were not confront to business process)
• Ensure technical team receive clear & concise information when defects are identified.
• Gather errors, data from logging systems to help technical team resolve issue in a timely manner
• Work closely with Problem team to initiate Root cause resolution to severe / repeated incidents.

Your future benefits will be:
• Class "A” office in the center of Saigon (the biggest city in Vietnam).
• Official employment and relocation coverage.
• Medical insurance from the first day.
• Comfortable working hours in the office.
• Caring and respectful HR team.
• Daily snacks, bi-weekly fruits and a weekly chill-out on Friday and of course high quality arabica coffee.
• Personal development system for both specialists and managers.
• Experienced managers (used-to-be developers).
• Choice of hackathons, meetups and other entertainment activities.
• Opportunity to become public speakers in technology and take part in industry conferences – for top performers.
• No dresscode.

• 2+ year of experience in IT Operations/Service Desk/ IT Support. On the job training will be provided during 1st month.
• Fluent in English – both verbal and written. Chinese Speaker is a Plus.
• Willing to work in night shift/weekends/holidays as needed as this is a 24x7 operation team.
• Managed a diverse and complex scope of support issues directly related to the use, support and implementation of the company’s eCommerce platform.
• Excellent analytical and problem solving skills. Have a professional attitude and be capable of dealing with customers from all levels of the organization and work well in a team environment.
• Identify the potential issues and escalate to relevant tech teams to prevent them.
• Previous experience in web technologies. (ex: PHP, JS, mysql, ElasticSearch, Memcached, GIT, Shell commands, SOA, IT infrastructure, etc.)
• Ability to communicate incident status in a clear, accurate and concise manner.
• Effectively interact with various teams to provide solutions to complex technical issues.
• Able to work under pressure and keep calm in crisis situations.
• Ability to work independently with minimal supervision.
• Ability to explain technical concepts to non-technical users.
• Share best practices with other team members to enhance the quality and efficiency of support services.
• Bachelor’s Degree in Computer Science or related field preferred.
• Bonus points for ITIL certificate.