Incident Response Coordinator

3 weeks ago

Shanghai, Shanghai, China Atlas Copco Full time

Our innovative solutions are integral to various sectors including electronics, healthcare, sustainable energy, food manufacturing, infrastructure, and beyond. Collaborating with us means engaging with cutting-edge technologies and pioneering, eco-friendly advancements.

Join us in our mission for a sustainable future.

Your Responsibilities

Core Objectives

As the Incident Response Coordinator, you will be instrumental in managing unexpected disruptions, failures, and declines in quality and performance, along with other incident types related to our standard and locally developed solutions. Your primary objectives will include enhancing the incident management framework, boosting the organization's incident handling capabilities, and contributing to the resilience and efficiency of both existing and new solutions. You will leverage your expertise to ensure an improved user experience and effective project execution. Additionally, you will collaborate closely with the local R&D team and the Product Company in Germany to swiftly address critical incidents. You will report directly to the Software Development Team Manager at our Innovation Center in Asia.

Key Responsibilities

  • Deliver prompt and effective support whenever a quality or performance issue arises. Document and track incidents by summarizing and updating necessary details to maintain customer productivity and maximize the benefits of our solutions (both Hardware and Software). Identify root causes and initiate the incident management process.
  • Facilitate incident communication between the Innovation Center Asia and the Product Company. Establish a robust incident management process for both standard and locally developed solutions, continuously refining the process to ensure its effectiveness.
  • Assess and prioritize local incidents based on urgency and business impact. For critical incidents, proactively align resources or stakeholders to form a focused team dedicated to resolving the issues.
  • Ensure transparency in incident status. Develop methods to visualize and communicate updates on incident statuses.
  • Drive the resolution of reported incidents, providing regular status updates to internal stakeholders.
  • Oversee remote incident support. Define and implement remote support processes and methodologies. If necessary, visit clients on-site to gain a deeper understanding of incidents and provide better assistance.
  • Enhance internal organizational competencies to swiftly address customer technical challenges. Create documentation outlining solutions for historical and specific issues or failures.
  • Manage incident history effectively. Transform resolution methods into lessons learned and knowledge resources. Summarize valuable insights to improve software project implementation and foster innovation in software development.
  • Engage in new product launches, continuously monitoring and supporting pilot tests of new products. Document incidents thoroughly and collaborate with the Product Company or local R&D team.
  • Participate in integration testing to support R&D and QA teams, staying informed about software changes.

Qualifications for Success

Education & Experience

  • A Bachelor’s degree or higher in engineering, preferably in computer science, software application development, or a related IT field.
  • Relevant experience in incident management and handling is preferred. In-depth knowledge of manufacturing industries is advantageous.

Knowledge & Skills

  • Proficient in troubleshooting operating systems, network technologies, and databases.
  • Strong analytical and problem-solving skills.
  • Professional experience in customized application implementation and maintenance is a plus.
  • Fluent in English, with strong listening, speaking, reading, and writing skills.
  • Familiarity with scripting or programming is an advantage.

Personality & Behavioral Traits

  • Customer-focused and quality-oriented mindset.
  • Strong sense of responsibility and ownership regarding customer success.
  • Curious, eager to learn, and adaptable with a hands-on approach.
  • Excellent communication skills, with an independent and results-driven work style.
  • Passionate about driving innovation to enhance organizational competence and efficiency.

What We Offer

  • A welcoming, family-like work environment.
  • Numerous opportunities for growth and professional development.
  • A culture characterized by respectful interactions, ethical conduct, and integrity.
  • The potential to see your ideas come to life and make a meaningful impact.
  • New challenges and learning opportunities every day.
  • Access to global career opportunities as part of the Atlas Copco Group.

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