南京招聘

Duties and Responsibilities:

1. Incidents handling in cooperation with helpdesk, support for both local teams and European teams;
2. Producing management information and reporting to IT and non-IT managers including analysis and recommendations;
3. Participating in developing, improving and maintaining the Incident management process;
4. Perform analysis on Incidents and raise Problems;
5. Ensuring Incident Management KPIs and SLAs are fulfilled;
6. Notify the participants in the Incident Management Process when standards and procedures are not being followed;
7. Assist operational specialists in handling incidents;
8. Raising priority of the tickets;
9. Push for earliest date and time of resolution;
10. Escalating issues according to priority/urgency/impact;
11. Awareness of changes to the environment;
12. Communicates with non-IT colleagues (from Sales etc.);
13. Helps to maintain dashboards in ITSM tool;
14. Coordination of Major Incidents;
15. Identification of problems;
16. Raising and reviewing problem tickets on regular basis;
17. Monitoring, follow up and escalate open problems;
18. Relate incidents to problems;
19. Identify trends;
20. Reporting to both IT and non-IT management;
21. Ensuring KPIs and SLAs are met;
22. Participating in developing, improving and maintaining the Problem management process;
23. Assist operational specialists in handling problems;
24. Ensure the operational documentation is updated or created if necessary.

Requirements:
1. Chinese mother tongue;
2.Preferably very good English skills;
3. Very good organizational skills with a good attention to the detail;
4. Team player, good collaboration skills;
5. Able to work on own initiative;
6. Be flexible;
7. Able to work during weekends or during European working time if needed;
8. Willing to have on-call;
9. Familiar with the IT operation, the ability to work effectively in a dynamic environment while maintaining good manners and a friendly attitude;
10. Familiar with MS Office;
12. Good service mind set, have ability to build trust with others;
13. The ability to logically analyze and clearly document problems;
14. ITIL v3 knowledge, hold ITIL v3 foundation or more advanced course certificate;
15. Min. 5 years of IT related work experience, preferred problem/incident coordinator or manager experience;
16. Min. 8 years of IT related work experience for senior position, problem/incident coordinator or manager experience is a must;
17. University degree in IT or finance or equivalent working experience;
18. Be skilled in using ITSM tools, preferably Jira and/or Omnitracker.

Staff Welfare:
1. After on boarding, providing supplementary commercial insurance besides the state-stipulated insurance and housing fund;
2. Fast and transparent promotion channel and broad development opportunities;
3. 5-15 days paid annual leave and 5 days paid sick leave. Free annual physical check-up;
4. Attractive employee activities.

    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
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2019年奖项
2019智联招聘中国最具发展潜力雇主
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2019中国雇主品牌年会中国***雇主奖
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