Production Support

Job Overview:

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:

1.      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.

2.      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.

3.      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.

4.      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.

5.      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.

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***Permanent Hong Kong Resident is preferred. Expected Salary in CV is needed for consideration***

All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients.