德宏招聘

工作职责:

Incident management

- Incidents handling in cooperation with helpdesk, support for both local teams and European teams

- Producing management information and reporting to IT and non-IT managers including analysis and recommendations

- Participating in developing, improving and maintaining the Incident management process

- Perform analysis on Incidents and raise Problems

- Ensuring Incident Management KPIs and SLAs are fulfilled

- Notify the participants in the Incident Management Process when standards and procedures are not being followed

- Assist operational specialists in handling incidents

- Raising priority of the tickets

- Push for earliest date and time of resolution

- Escalating issues according to priority/urgency/impact

- Awareness of changes to the environment

- Communicates with non-IT colleagues (from Sales etc.)

- Helps to maintain dashboards in ITSM tool

- Coordination of Major Incidents

Problem management

- Identification of problems

- Raising and reviewing problem tickets on regular basis

- Monitoring, follow up and escalate open problems

- Relate incidents to problems

- Identify trends

- Reporting to both IT and non-IT management

- Ensuring KPIs and SLAs are met

- Participating in developing, improving and maintaining the Problem management process

- Assist operational specialists in handling problems

- Ensure the operational documentation is updated or created if necessary

任职资格:

Requirements

- Chinese mother tongue

- Preferably very good English skills

- Very good organizational skills with a good attention to the detail

- Team player, good collaboration skills

- Able to work on own initiative

- Be flexible

- Able to work during weekends or during European working time if needed

- Willing to have on-call

- Familiar with the IT operation, the ability to work effectively in a dynamic environment while maintaining good manners and a friendly attitude

- Familiar with MS Office

- Good service mind set, have ability to build trust with others

- The ability to logically analyze and clearly document problems

- ITIL v3 knowledge, hold ITIL v3 foundation or more advanced course certificate

- Min. 5 years of IT related work experience, preferred problem/incident coordinator or manager experience

- Min. 8 years of IT related work experience for senior position, problem/incident coordinator or manager experience is a must

- University degree in IT or finance or equivalent working experience

- Be skilled in using ITSM tools, preferably Jira and/or Omnitracker

    作为一家持牌消费金融公司，捷信消费金融有限公司（简称：捷信），其股东为国际领先的消费金融服务提供商捷信集团，于2010年底正式在中国开业，为中国的客户提供消费金融服务。消费是促进中国经济结构转型的重要推动力。捷信积极响应国家扩大内需、大力发展消费金融的要求，通过为客户提供安全、负责任的消费金融服务，持续为中国的经济发展和人民生活水平的提高做出贡献。
    基于卓越的数据捕捉和分析能力，并采用大数据和生物识别技术，捷信将先进的风险管理能力渗透到业务流程的每一个环节。目前，捷信已将人脸识别和OCR光学字符识别技术应用在贷款审批环节，在确保客户信息准确性和可靠性的同时，对风控流程进行了大幅高效简化。
    不仅如此，在客户服务领域，捷信在逐步增加自动化客服工具的应用，并将基于人工智能的语音机器人、文本聊天机器人和质检机器人应用在客服环节，提升服务效率。相比传统的人工智能，捷信配备的机器人在语义理解和机器学习方面更加智能、高效，可以随时随地为客户提供服务，并快速适应新的业务情境。其中，文本聊天机器人已接入到捷信官方微信平台，平均每天可处理约50,000-70,000个客户问题，客户只需等候最多1秒就会接通，而语音机器人的每日呼出量也达到了约5,000,000次。智能机器人与专业客服人员一起，可为客户提供7天无休的专业服务，这些技术创新保证了服务流程更加顺畅，显著提升了服务效率。同时，捷信在不断加快数字化的步伐。至今已有超过4000万用户注册了捷信金融APP，从而进入到捷信的服务生态体系中。

主要奖项Company Awards
2020年奖项
2020年58同城•招聘中国卓越雇主五十强
2020年第二期消费金融APP活跃度排行榜**
2020年消费金融机构Top30强榜综合指数**
2020年智联***雇主校招案例奖
2020年前程无忧人力资源杰出奖
《金融界》“杰出消费金融创新服务奖”
《经济观察报》“年度消费金融领航企业”
深圳电视台“***消费金融服务商”
《南方日报》“南方公益传播奖·创新奖”
《南方都市报》“南都2020金砖奖·普惠金融突出贡献机构”
《中国经营报》“2020卓越竞争力金融科技影响力企业”
《北京青年报》“财星榜 2020金牌服务创新”
《中国经营报》 “2020社会责任行业影响力奖”
《财经》“年度***金融科技创新奖”
2019年奖项
2019智联招聘中国最具发展潜力雇主
2019年度58同城中国最具社会贡献价值雇主十强
2019中国雇主品牌年会中国***雇主奖
2019年度51Job人力资源管理杰出奖
2019猎聘非凡HR团队奖
2019拉勾网全国金融行业TOP雇主
2019领航中国杰出消费金融创新服务奖
2019中国财经峰会冬季论坛企业社会责任奖
2019经济观察报消费金融之星
2019新金融行业十大品牌公益项目
2019中国经营报卓越竞争力消费金融创新机构
2019投资时报***普惠金融奖
2019中国网金融扶贫先锋机构