Advanced Incident Coordinator
2 weeks ago
**Position Summary**
The Incident Coordinator will provide an IT Support within 24x7 shift environment supporting customers/users and delivering functions under the Managed Services Portfolio.
**You will**
- Acts as the escalation point for complex customer issues from technical support personnel.
- Own the day-to-day incident processes for Managed Services, ensuring that all incidents and problems are acknowledged and status accepted by Managed Services; Manage resolutions to SLA targets.
- Work with different levels of the Technical support team to escalate more complex issues for resolution.
- Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level. Acts as a liaison to users regarding issues or requested changes.
- Participates and drives customer requested conference calls.
- To produce knowledge articles and information to be distributed amongst the team.
- Perform other tasks as assigned.
**Your skills**
- A general understanding of the IT architectures including Network (Router/Firewall), Server (Windows/Linux), cloud & Internet.
- Excellent customer service, communication, teamwork, reliability, and consistency in quality of work. Comfortable working independently, but has experience working in a team environment.
- Excellent communication skills, interpersonal, oral, and written.
- Strong aptitude and desire to learn new technologies and tools & Able to work on a shift rota to ensure full 24 x 7 onsite coverage is provided to clients based on an alternating day and night time shift pattern. You will be expected to work in shift, weekends and public holidays
- 2+ years’ experience in IT support field.
- Degree in a computer-related field, MIS, IT, or related field skills, or the equivalent combination of relevant training and experience.
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audience.
- ITIL Foundation Level knowledge, certification preferred.
- Flexible nature which will adapt to additional products entering the Managed Services portfolio later along the line.
**Your benefits**:
- We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration.
- We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
- From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered
- Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach
**[please translate into your local language]**
42632 | IT & Tech Engineering | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent
**About Allianz Technology**
Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 12,000 employees located in 51 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.
**D&I statement**
Join us. Let´s care for tomorrow.
You. IT
**Job Level**:
Professional
**Location**:
- Bangkok, Bangkok, TH, 10310**Area of Expertise**:
IT & Tech Engineering
**Unit**:
Allianz Technology
**Employing Entity**:
Allianz Technology (Thailand) Co., Ltd.
**Job Type**:
Full-Time
**Remote Job**:
Hybrid working
**Employment Type**:
Permanent
**ID**:
42632
**Position Cluster**:
Non-Executive
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