- Hong Kong Hong Kong
Career Works Hiring! Full Time Production Support in Hong Kong - Ricebowl
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Job Description
Responsibilities
Our client is looking for Production Support
Production Support
As a Production Support, he/she will maintain daily ecommerce operations IT systems running smoothly in HK & regional markets to drive profits and partner with regional operations teams to ensure timely and high-quality executions.
Responsibilities:Issue Management and Triage:
Serve as the first point of contact for business users reporting system issues.
Gather critical information from users, understand the business impact, and replicate the issue from a user's perspective.
Log, prioritize, and meticulously track all issues in our incident management system.
Coordination and Communication:
Act as the primary liaison between our business users and the technical support teams.
Clearly articulate the "what" and "why" of a business problem to the technical team so they can investigate the "how."
Translate technical updates into clear, non-technical, and actionable information for business stakeholders.
Provide timely and consistent status updates to all involved parties, managing expectations effectively.
Solution Facilitation:
Work creatively with business users to identify and document effective temporary workarounds to minimize operational disruption.
Coordinate User Acceptance Testing (UAT) with the business teams to ensure that fixes resolve the original problem without creating new ones.
Perform final validation from a user perspective to confirm the issue is resolved before closing the ticket.
After-Hours Support:
Be available to manage and coordinate critical/high-priority production incidents outside of standard office hours as required.
Participate in an on-call schedule to ensure business continuity.
Process Improvement:
Identify patterns and recurring issues to help guide the technical teams in developing long-term solutions.
Assist in creating and maintaining user-friendly support documentation, FAQs, and knowledge base articles.
Requirements:
Degree holder in Business, IT, Operations Management, or related disciplines with minimum 3 years' experience in business analysis or system analysis, preferably in the retail system
Strong business analysis skills on requirement gathering and documentation
Knowledge in programming languages: MySQL, Java, JavaScript and experience in Product Development / UAT is an advantage
Solid experience in software testing
Strong communication skills, analytical & problem-solving skills and ability to meet tight deadlines and work under pressure
Must possess excellent communication skills in Cantonese and English
Working location: Whampoa
Full-time
Production Support
As a Production Support, he/she will maintain daily ecommerce operations IT systems running smoothly in HK & regional markets to drive profits and partner with regional operations teams to ensure timely and high-quality executions.
Responsibilities:Issue Management and Triage:
Serve as the first point of contact for business users reporting system issues.
Gather critical information from users, understand the business impact, and replicate the issue from a user's perspective.
Log, prioritize, and meticulously track all issues in our incident management system.
Coordination and Communication:
Act as the primary liaison between our business users and the technical support teams.
Clearly articulate the "what" and "why" of a business problem to the technical team so they can investigate the "how."
Translate technical updates into clear, non-technical, and actionable information for business stakeholders.
Provide timely and consistent status updates to all involved parties, managing expectations effectively.
Solution Facilitation:
Work creatively with business users to identify and document effective temporary workarounds to minimize operational disruption.
Coordinate User Acceptance Testing (UAT) with the business teams to ensure that fixes resolve the original problem without creating new ones.
Perform final validation from a user perspective to confirm the issue is resolved before closing the ticket.
After-Hours Support:
Be available to manage and coordinate critical/high-priority production incidents outside of standard office hours as required.
Participate in an on-call schedule to ensure business continuity.
Process Improvement:
Identify patterns and recurring issues to help guide the technical teams in developing long-term solutions.
Assist in creating and maintaining user-friendly support documentation, FAQs, and knowledge base articles.
Requirements:
Degree holder in Business, IT, Operations Management, or related disciplines with minimum 3 years' experience in business analysis or system analysis, preferably in the retail system
Strong business analysis skills on requirement gathering and documentation
Knowledge in programming languages: MySQL, Java, JavaScript and experience in Product Development / UAT is an advantage
Solid experience in software testing
Strong communication skills, analytical & problem-solving skills and ability to meet tight deadlines and work under pressure
Must possess excellent communication skills in Cantonese and English
Working location: Whampoa
Full-time
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