Job Description - IT O2O Incident management(Direct Contract) (MER00037GY)
Description
Intro We're seeking a skilled individual to join our team as a IT O2O Incident management( Direct Contract ).
As part of our commitment to digitalization and enhancing the customer experience through Online2Offline (O2O) integration, Mercedes-Benz is seeking a skilled O2O Incident Management Specialist. This role is pivotal in supporting our O2O applications by efficiently managing and resolving incidents, thereby contributing to the seamless digital journey of our customers and the performance enhancement of our live products.
? Maximum two 2 years from the hiring date (Contract period may be flexible) IT Service Operation Lead the rapid and effective resolution of incidents related to O2O applications, ensuring minimal disruption to business operations and customer services.
Serve as the primary point of contact for both internal teams and external users, coordinating efforts across departments to address and resolve incidents. Regularly communicate with stakeholders at all levels, including IT management, business owners, and service desks.
If relevant, managing relationships with external vendors or third-party service providers involved in incident resolution.
Oversee and ensure the provision of exceptional operational support across various levels (1st, 2nd, and 3rd level support) for O2O applications, striving for best-in-class support standards.
Work in line with the ITIL framework to manage and improve service levels.
Compliance and Standards Adherence Ensure adherence to all relevant organizational policies, procedures, standards, and regulatory requirements, particularly in areas of safety, data protection, and IT governance.
Technology and Process Integration Play a crucial role in integrating technology solutions and business processes to improve the efficiency and effectiveness of incident management.
Facilitating training and knowledge sharing sessions within the team and other relevant departments to improve overall incident handling capabilities.
Others Ensure that documentation in the relevant repositories is kept up-to-date
Setting, monitoring, and reporting key performance indicators related to incident response times, resolution rates, and customer satisfaction.
Qualifications
Education: Bachelor's degree in Computer Science, Information Systems, or a related field.
Experience 3 ~5 years
Specific knowledge Strong focus on incident management.
Familiarity with ITIL frameworks and best practices in IT service management.
Proven track record of managing and resolving complex IT incidents.
Excellent communication skills and the ability to interact effectively with both technical and non-technical stakeholders.
Strong problem-solving skills and the ability to work under pressure.
Fluent in English and Korean
Guidelines
1. Applications are open to individuals without disqualifying factors for overseas travel. (For males, completion of military service or exemption is required.)
2. Preferential treatment will be given to individuals eligible for employment protection (e.g., war veterans, persons with disabilities) in accordance with relevant laws and regulations.
3. If discrepancies or false documents are found during the application and selection process, the hiring may be revoked.
4. Mercedes-Benz Korea conducts the hiring process in compliance with Article 7 of the Gender Equality in Employment Act.
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