Incident Management Specialist

7 months ago

Shanghai, China Atlas Copco Full time
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Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Your Role

Mission

As the Incident Management Specialist, you will play a key role in all unplanned interruptions, malfunctions, and quality and performance reductions and other types of incidents of provided standard and local-developed solutions. The main goals are to create and improve incident management process, increase the organization’s competence of incident handling, and contribute to the existing and new solution’s robustness and performance. You will use your expertise to secure better user experience and project implementation. Meanwhile, you will work with local R&D team and Product Company in Germany to rapidly respond to critical incidents. You are reporting locally to the Software Development Team Manager at our Innovation Center Asia.

作为产品问题支持专家，您将在一系列类型事件中发挥关键作用，例如不可预期的中断、故障、质量及性能降低等等。您的主要目标是创建及持续优化事件管理流程，提升组织内部处理事件的能力以及对现有的和全新的解决方案的稳健和性能做出贡献。您将使用您的专业知识和技能确保确保更佳的客户满意度以及项目执行。同时，您将与本地研发团队和全球产品公司深度联动，快速响应解决重要的问题。您将直接向软件开发团队经理汇报工作。

Major Responsibilities

Duties and responsibilities include, but are not limited to:

Provide efficient and timely support whenever a quality or performance defect happens. Able to report and follow it by summarizing and updating the necessary details to ensure customer productivity and full benefit of our solutions (Hardware and Software). Identify the causes and initialize the incident management process.Establish the incident communication between ICA and Product Company. Set up a proper incident management process for Product Company standard solutions and local developed solutions, and keep improving the process as required to ensure its effectiveness.Prioritize and categorize local incidents according to the urgency and impact on business. For very critical incidents, stay proactive and agile to align related resources or stakeholders to build up a focus team to propel the incidents resolution.Make the incidents status transparent. Create methods to visualize and update incidents status.Drive the resolution of reported incidents, deliver regular status updates to internal organizations.Responsible for remote incident support. Define and establish remote support process and methods. If necessary, visit customers on site to better understand and support incidents.Develop internal organization competences to be able to quickly solve customer technical issues. Produce documents that outline how-to-resolve historical and specific problems or failures.Incidents history management. Transfer the way(s) of resolution into lesson learn and knowledge base. Summarize the valuable outputs to improve software projects implementation and bring innovations to software development.Participate in new product launches, keep monitoring and supporting the new product pilot tests. Specifically record the incidents and cooperate with Product Company or local R&D team.Participate in integration testing to support R&D and QA team and stay up to date on Software changes.

任务职责包括但不限于:

每当质量问题或性能缺陷发生，都会提供高效且及时的支持，并具备必要细节汇总和更新的能力，及时汇报，确保客户生产力以及从我们的解决方案（包括硬件和软件产品）获益。识别问题原因并发起产品问题事件管理流程。在ICA以及产品公司建立起产品问题事件沟通机制。对产品公司的标准解决方案以及本地研发的标准软件产品或者方案设置适当的产品问题管理流程，并根据需要不断改进该流程，以确保其有效性。根据产品问题事件的紧迫性和对业务的影响程度，对本地的问题事件进行优先级管理和分类。对于极为关键的问题事件，请保持积极主动和敏捷，协调相关资源或利益相关者，建立焦点团队，以加快问题事件的解决。确保问题事件状态透明，创建产品问题事件状态及其更新的可视化方法。推动报告产品问题事件的解决，定期向组织内部相关方提供状态更新。负责对事件的远程支持，定义并建立远程支持流程和方式。若必要，需前往客户现场以更深入地了解事件发生环境并做更好的支持。培养组织内部的能力，以便快速解决客户的技术问题。对一些发生过的、典型的问题或故障生成指导文件。产品问题事件历史记录管理。将解决方法转换为经验教训和知识库，总结有价值的产出，以持续改进软件项目的实施，并同时为软件开发带来创意。参与到新产品发布流程中，持续监控和支持新产品的现场测试环节，将问题事件详细记录并与产品公司或本地研发团队及时沟通与合作。参与到研发以及QA团队的集成测试环节，并及时了解软件产品变更。

 
To succeed, you will need

Education & Experience

Bachelor degree or above majoring in engineering, preferred in computer and science, software application development, or equivalent IT system technology.Relevant work experience in incident handling and management is preferred. Profound knowledge of manufacturing industries is plus.

Knowledge & Skills

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 is plus.Fluent in English listening, speaking, reading and writing.Some scripting or programming knowledge is an advantage.

P Personality & Behavior Traits

Customer oriented attitude and Quality-oriented.Strong sense of responsibility / ownership towards customer success. Always stay curios, willingness to learn and adapt fast and “hands-on” player. Good communication skills, independent and results-oriented working style. Drive innovations to contribute the organization’s competence and efficiency.

教育和经验要求：

本科以上理工科专业背景，有计算机科学与技术、软件应用开发或其他IT相关专业者优先。具备产品问题事件处理及事件管理经验者优先，对制造业有深度了解者优先。

知识技能：

具备良好的操作系统、网络技术和数据库方面的故障排查知识和能力。具备良好的分析和解决问题的技术知识。具有自定义应用程序实施和维护方面的专业经验者优先。熟练掌握英语听说读写。具备脚本或编程知识能力者优先。

性格和行为特质：

以客户为中心、以质量为导向。对客户成功有强烈的责任感/主人翁意识。始终保持好奇心，愿意快速学习和适应以及实操动手。良好的沟通能力，能独立工作，并注重成果。驱动创新，有效提升整体团队的能力和效率。

In return, we offer you

A friendly, family-like atmosphere.Plenty of opportunities to grow and develop.A culture known for respectful interaction, ethical behavior and integrity.Potential to see your ideas realized and to make an impact.New challenges and new things to learn every day.Access to global job opportunities, as part of the Atlas Copco Group.

​

City
Shanghai

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