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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
