Pizza Hut Digital Ventures
Waseco Building, 10 Pho Quang, TP Hồ Chí Minh
Company Size : 10-24
View moreJob Summary
Job description
Overview of job
- Lead a 24x7x365 support group for our global e-commerce platform
- Monitor support SLAs and ensure we remain in compliance
- Hire, train, and manage a team of SOC engineers to handle franchisee tickets and issue triaging in our system
- Educate franchisees on proper support procedure and methodology
- Ensure the support team is aware of new features as they are deployed
- Facilitate postmortems for all incidents and SLA breaches
- Revise and develop processes to strengthen the current operational activities
- Review policies and recommend changes to improve governance
- Team Management, scheduling, and corrective actions as needed for the team
- Report on support KPIs and metrics to leadership
Attractive Benefits:
• Annual Leave: 18 days/year
• Probation Leave: 3 days/ 2 month
• Salary review: 2 times/year
• 13th-month bonus
• Gift for birthday
• Company Trip once a year
• Full salary insurance
• Generali Health Insurance
• International working environment
• Opportunity to onsite in Japan, US, UK, Indonesia, Philippines, Singapore, Malaysia
• Support Laptop and Monitor
Job Requirement
- Fluent in written and spoken English
- Superior communication skills
- Strong knowledge of incident management, problem management, and customer support best practices
- Knowledge of AWS services
- 4+ years working in customer service or network operation centers
- 2+ years in management/leadership
- Experience maintaining metrics and SLAs
- Experience with Jira Service Desk and Opsgenie preferred
Languages
-
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
Technical Skill
- AWS
- Jira
- Opsgenie
COMPETENCES
- Communication Skills
- Customer Care
- Team Leadership
BUSINESS PROFILE
Pizza Hut Digital Ventures is committed to building innovative digital solutions.
At Pizza Hut, we want to make it easy to get the best pizza and digital is at the core for this. We have recently created a startup: Pizza Hut Digital Ventures, committed to building innovative digital solutions, providing our customers with an exceptional experience. We are committed to using best of breed technologies to build the next generation pizza ordering and delivery platform. We operate a lean approach to testing and learning with every step we take and have a true fail fast, fail early mentality, which allows us to optimise for change. We have a flat and non-hierarchical organization, which ensures all ideas are heard and evaluated equally. We're looking for awesome talent across engineering, product management, data analytics, so if this sounds interesting to you, give us a shout. We’re looking to recruit the best tech talent for our team.