IT Support Lead (WorkOn) CÔNG TY TNHH BOSCH GLOBAL SOFTWARE TECHNOLOGIES

• Lead and oversee 2nd and 3rd level application support and maintenance for client-reported issues and service requests within defined O-KPIs, encompassing resource planning, demand management, and optimal utilization.

• Establish and ensure adherence to support SLAs.

• Actively drive enhancements in Customer Experience, Service Quality, and Cost Optimization within the product during the 'Run' and 'Maintenance' phases, fostering close collaboration with PSO and Leads.

• Contribute to the planning of support and maintenance volumes for PSO, ensuring alignment with central scope documentation (SLA) for contracting purposes.

• Streamline operations by reducing complexity through higher standardization and refined processes (e.g., templates, reports, tools), leveraging ITIL and industry best practices in partnership with Solution Operation & Support Excellence.

• Foster robust collaboration across PSO, Leads, and the project community to steer and deliver new products/services in application support, employing the application support concept. This includes knowledge transfer, CMDB maintenance, and support group structuring, all in alignment with the Expertise Family.

• Take ownership of SMT ticket analysis, end-user feedback, and drive Continuous Improvement Programs (CIP).

• Manage & build up KMS system.

• Apply Open AI & automation into SMT system and customer support service.

Why BOSCH?

Because we do not just follow trends, we create them. Together we turn ideas into reality, working every day to make the world of tomorrow a better place. Do you have high standards when it comes to your job? So do we. At Bosch, you will discover more than just work.

Benefits and Career Opportunities

• Working in one of the Best Places to Work in Vietnam and Top 30 of the Most Innovative Companies all over the world

• Join in a dynamic and fast-growing global company (English-speaking environment), with opportunity to work in global projects and being a part of innovation team contributing initiative ideas to the hi-tech world

• Onsite opportunities: short-term and long-term assignments in worldwide offices

• Engage in our diverse training programs which surely help strengthen both your personal and professionalism

• 13th-month salary bonus + attractive performance bonus (you'll love it!) + annual performance appraisal

• 100% offered salary and mandatory social insurances in 2-month probation

• 15++ days of annual leave + 1-day of birthday leave

• Premium health insurance for employee and 02 family members

• Flexible working time and working model

• Lunch and parking allowance

Good benefits of company activities such as: football, badminton, yoga, Aerobic, team building...

• Possess expert knowledge of IT Products/Services and complementary services, emphasizing continuous delivery and deployment.

• Demonstrate an in-depth understanding of end-to-end business processes within respective functional areas.

• Showcase extensive technological competency, including mastery of HTML, CSS, JavaScript, Java, Oracle, etc.

• Adhere to IT service management and operations in accordance with ITIL standards.

• Exhibit robust communication skills, encompassing moderation, negotiation, presentation, cooperation, influence, and attentive listening.

• Demonstrate strong analytical thinking, efficient time management, and excellent problem-solving abilities.

• Hold a strong commitment to fulfilling customer satisfaction, emphasizing customer-oriented skills.

• Display proficiency in problem analysis and resolution and possess business knowledge that significantly impacts respective processes.

• Proficiency in understanding the workflow approval process.

• Knowledge with programming Languages: Java, JavaScript, Groovy.

• Knowledge with Frameworks: Spring Core, SpringBoot.

• Knowledge with Webservices: REST, SOAP.

• Knowledge with Frontend technologies: HTML, CSS.

• Knowledge with Databases: Oracle, SQL knowledge.

• Version Control: Git.

• Build tools: Gradle, Maven.

• Fluent English communication for business.

• Basic Knowledge on - Angular, ElasticSearch, Linux & Shell Scripts.

• Effective & professional communication skills.

• Leadership skills & open mindset to lead and work in global product team.

• Customer solution & customer centricity mindset.

• Cool under pressure.

• Teamwork & high responsibility.

• Responsive, autonomy & innovative mindset.

• Continuous improvement mindset for product & service improvement.