Service Lead

Pizza Hut Digital & Technology
Expired
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+2
Waseco Building - 10 Pho Quang Street, Ward 02, Tan Binh, Ho Chi Minh
At office

Top 3 reasons to join us

  • Attractive Benefit
  • 13th month bonus
  • Company Trip for Employee

Job description

  • Lead a support group for our global e-commerce platform
  • Monitor support SLAs and ensure we remain in compliance
  • Hire, train, and manage a team of Support Operation Engineers to handle franchisee tickets, site performance, site reliability, and issue triaging in our system
  • Communicate with the engineering team around service performance and issues
  • Educate franchisees on proper support procedure and methodology
  • Ensure the support team is aware of new features as they are deployed
  • Facilitate postmortems for all incidents and SLA breaches
  • Revise and develop processes to strengthen the current operational activities
  • Review policies and recommend changes to improve governance
  • Perform line-management, scheduling, and corrective actions as needed for the team
  • Define and report on KPIs and metrics for site reliability, performance, and franchisee support to stakeholders, both internal and external

Your skills and experience

  • B.S. in Computer Science
  • Fluent in written and spoken English
  • Excellent communication skills
  • Strong knowledge of incident management, problem management, SRE principles and customer support best practices
  • Expert knowledge of AWS services
  • 4+ years working in software engineering and/or site reliability engineering
  • 2+ years in management/leadership
  • Experience maintaining metrics and SLAs
  • Experience with Jira Service Desk and Opsgenie preferred
  • Experience with Terraform preferred
  • Experience with international companies preferred

Why you'll love working here

Attractive Benefits:

• Annual Leave: 18 days/year

• Probation Leave: 3 days/ 2 month

• Salary review: 2 times/year

• 13th-month bonus

• Gift for birthday

• Company Trip once a year

• Full salary insurance

• Generali Health Insurance

• International working environment

• Opportunity to onsite in Japan, US, UK, Indonesia, Philippines, Singapore, Malaysia

• Support Laptop and Monitor

Pizza Hut Digital & Technology

View company

Pizza Hut Digital & Technology

Company type
IT Product
Company size
51-150 employees
Country
United Kingdom
Working days
Monday - Friday
Overtime policy
No OT