Workon Support Lead

2 weeks ago

Ho Chi Minh City, Vietnam Bosch Group Full time

Company Description
**_
The Bosch Group_**_ is a leading global supplier of technology and services. Since the beginning of 2013, its operations have been divided into four business sectors: Automotive Technology, Industrial Technology, Consumer Goods, and Energy and Building Technology._
- The Bosch Group comprises Robert Bosch GmbH and its roughly 360 subsidiaries and regional companies in some 50 countries. If its sales and service partners are included, then Bosch is represented in roughly 150 countries. This worldwide development, manufacturing, and sales network is the foundation for further growth._

**_ Bosch Global Software Technologies Company Limited (BGSV) _**_i_**_s 100% owned subsidiary of Robert Bosch GmbH - one of the world’s leading global suppliers of technology and services, offering end-to-end Engineering, IT, and Business Solutions. _
- Starting its operation from 2010 at Etown 2 in HCMC, BGSV is the first software development center of Bosch in Southeast Asia. BGSV nowadays have over 4,000 associates, with a global footprint and presence in the US, Europe, and the Asia Pacific region. _
- With our unique ability to offer end-to-end solutions that connect sensors, software, and services, we enable businesses to move from the traditional to digital or improve businesses by introducing a digital element in their products and processes._

**Job Description**:

- 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.
- Take ownership of SMT ticket analysis, end-user feedback, and drive Continuous Improvement Programs (CIP).
- Manage & build up KMS system.

**Qualifications**:

- 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.
- Programming Languages: Java, JavaScript, Groovy.
- Frameworks: Spring Core, SpringBoot.
- Webservices: REST, SOAP.
- Frontend technologies: HTML, CSS.
- 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.

Additional Information
**_
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 ma

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