Forms Syntron Thailand – Support Duty Manager

Responsibilities: 

• Coordinate Level-1, Level-2 and Level-3 IT support teams, as per escalation process for troubleshooting and resolving issues effectively and efficiently. 
• Assist with business technology and equipment, including installation and maintenance. 
• Assessing the technical needs of Support teams. 
• Establishing and maintaining strong relationships across Support teams. 

• Manage customer expectations regarding estimated response times for issue resolution. 
• Managing and upholding the troubleshooting escalation process. 
• Leading Support teams to resolve application, system and infrastructure production issues. 
•  Occasionally working with third parties to rectify issues. 
•  Identifying gaps in the support process and amending it accordingly. 

• Meet SLAs like response and resolution times by partnering within Level-1, Level-2 and Level-3 Support organizations 
• Collaborate with Technical Support teams to properly manage customer inquiries and ensure the proper escalation will be taken place. 
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. 
• Run SLAs reports for production incident issues. 
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team. 

 

Requirement 

• Bachelor’s Degree in Computer Science, Management, Engineering or related technical discipline. 
• 3 – 5 years of relevant experience in customer service is essential. Strong customer service orientation. 
• Good problem-solving and critical thinking skills. 

• Patience and ability to work well under pressure. 
• Team player and good interpersonal skills. 
• Passion to be a part of a hard–working and winning team. 
• Ability to multi-task in a fast-paced environment. 
• Fast learner, and articulate application and infrastructure technical concepts. 

• Attention to details when communicating with customers (verbal & written). 
• Proficiency in using Microsoft Excel for reporting and analysis. 
• Strong documentation skills 
• Working knowledge of Linux, VMware, SQL, Java related technologies 

Shift: 24X7 Shifts (Afternoon & Night shifts) 

Languages:  written and spoken English and Thai are a must.  Mandarin is an advantage. 

Please submit your resume to yosita.t@forms-syntron.co.th.