北京招聘

职位描述：
MAIN RESPONSIBILITIES：
You are the customer contact for request and incident management.
· Manage service request and incident through GTO ticketing system.
· Manage customer communication.
· on duty for support or operation.
 
You provide the first line technical support to customers on hosted and managed services.
· Search solution within Gemalto knowledge data base
· Provide customer with an answer based on findings within the ticketing system
· Escalate to L2 support & operation depending on the criticality
· Contribute to problem management under L2 support & operation guidance.
 
You provide service monitoring and associated predefined actions on hosted and managed services.
· Address events raised by monitoring system
· Validate the alert and apply the corrective actions using the associated working instruction.
· Validate that the working instruction has the expected effect on the alert.
· Escalate to L2 support & operation if alert cannot be managed
  
You provide recurring service operations on hosted and managed services.
· Provide service reporting to SDM.
· Provision data in the system.
· Run housekeeping actions.
· Do preventive monitoring to secure SL
 
You participate to the handover from set up to production.
· Review the service documentation
· Test monitoring and internal tools
 
MAIN REQUIREMENTS：
Education
Technician in informatics or University student in Engineering (Computing/Electrical / Electronic)
Experience
IT administration
Experience in support activity is a good asset.
Professional Knowledge
Call management
Escalation management
Incident management
Oral presentation
Documentation, e-mail writing
Customer relation
ship management
 
Tools
Linux-Unix admin
Weblogic and Oracle is a plus.
Unix/Shell scripts usage
Ticketing system
 
Language
English for India center
Spanish and English for Mexico center
 
Interpersonal skills
Good communication ability
Well organized person
Process minded
Team player

4, 5 days per week and can work 6 months are preferred. 举报 分享

Gemalto, a Thales company.

About Thales.
The people who make the world go round – they rely on Thales.

Thales is a global organization with operations on all continents serving five major markets, all of them of vital importance for our societies: aerospace, space, ground transportation, defence and security, and digital security.

Our customers come to us with big ambitions: to make life better, to keep us safer. Combining a unique diversity of expertise, talents and cultures, our architects design and deliver extraordinary high technology solutions. Solutions that make tomorrow possible, today. From the bottom of the oceans to the depths of space and cyberspace, we help our customers think smarter and act faster – mastering ever greater complexity at every decisive moment along the way.

Thales generated revenues of 19 billion in 2018(including previous Gemalto revenue), with 80,000 employees in 68 countries.


金雅拓，泰雷兹旗下公司

关于泰雷兹
推动世界运转的人们，无不依赖泰雷兹。

泰雷兹是一家业务遍及各大洲的国际企业，所服务的五大业务市场对各国社会至关重要，包括航空、航天、地面交通、防务与安全以及数字安全。

志存高远者选择携手泰雷兹：为人类打造更美好的生活、更安全的世界。集独一无二的广泛专长、各领域人才、多元文化于一体，我们的规划大师们设计并提供卓越的高科技解决方案，将未来的无限可能，变成今日的触手可及。从茫茫深海、至浩瀚宇宙、再到网络空间，我们帮助客户更智慧地思考、更迅速地行动，掌控日益加剧的复杂局势，从容应对每个决策关头。全力以赴，竭尽所能。

泰雷兹在68个国家和地区拥有8万多名员工，2018年营收约为190亿欧元(包含金雅拓合并前营收)。