Incident Management Professional

3 weeks ago


Shanghai, Shanghai, China Atlas Copco Full time

About the Role

We are seeking a highly skilled Incident Management Specialist to join our team at Atlas Copco in Shanghai.

Key Responsibilities

  • Provide efficient and timely support for quality and performance defects, summarizing and updating necessary details to ensure customer productivity and full benefit of our solutions (Hardware and Software).
  • Establish incident communication between ICA and Product Company, setting up a proper incident management process for Product Company standard solutions and local developed solutions, and improving the process as required to ensure its effectiveness.
  • Prioritize and categorize local incidents according to urgency and impact on business, staying proactive and agile to align related resources or stakeholders to build a focus team for incident resolution.
  • Make incident status transparent, creating methods to visualize and update incident status.
  • Drive incident resolution, delivering regular status updates to internal organizations.
  • Responsible for remote incident support, defining and establishing remote support process and methods, visiting customers on site if necessary to better understand and support incidents.
  • Develop internal organization competences to quickly solve customer technical issues, producing documents outlining how-to-resolve historical and specific problems or failures.
  • Manage incident history, transferring resolution methods into lessons learned and knowledge base, summarizing valuable outputs to improve software projects implementation and bring innovations to software development.
  • Participate in new product launches, monitoring and supporting new product pilot tests, recording incidents and cooperating with Product Company or local R&D team.
  • Participate in integration testing to support R&D and QA team, staying up to date on software changes.

About You

We are looking for a candidate with a bachelor's degree or above in engineering, preferably in computer science or software application development, with relevant work experience in incident handling and management, and profound knowledge of manufacturing industries.

Preferred Skills and Experience

  • Knowledge in troubleshooting operating systems, network technology, and databases.
  • Good knowledge of analysis and problem-solving techniques.
  • Professional experience in customized application implementation and maintenance.
  • Fluent in English listening, speaking, reading, and writing.
  • Some scripting or programming knowledge is an advantage.

About Us

Atlas Copco offers a friendly, family-like atmosphere, plenty of opportunities to grow and develop, and a culture known for respectful interaction, ethical behavior, and integrity.

Location

Shanghai



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