總辦公室 數位暨數據部 Development and Support Specialist

#電商軟體開發 #網路電商平台系統維護 #線上商務平台 Purpose of Job: The Development and Support Specialists together form the Digital Product Support Team. The purpose of the job is to secure that all IKEA North Asia’s Digital Products are properly maintained - issues to be addressed in a timely & efficient manner and that every build takes maintenance into consideration so as to maximize operational efficiency. . The Digital Product Development and Support Specialist will be working closely with business user to provide 1st level support on issues reported. He/she will be responsible for the initial investigation to narrow down issue root cause and co-ordinate with the relevant external vendor to provide fix and solution to business user. The role will also be working closely with the product development team to ensure knowledge is transferred and well documented for future support. Also, sharing real-life experience to development team to avoid potential operational risk at early stage of the development. Job assignment: 1.Provide 1st level support to business user for all IKEA North Asia Products (Coined under the “Digital Product Suite”). Be the first contact point for all reported issues and respond according to internal SLA. Provide advice, suggestion or workaround solution to reduce impact on business operation. Provide ad-hoc support on P1/P2 issues during non-office hour when needed. 2.Carry out investigation to identify possible root cause of issue and route ticket to corresponding party or external vendor to apply fix , conduct quality assurance for all provided solution/fixes before they can be accepted and deployed. Support Digital Solution Manager to draft incident report and suggest preventive action when need. 3.Monitor and follow-up on status of open issues with responsible parties to ensure issue resolution adheres to the Service level agreement. Constantly reviewing and optimizing the support process/SOP to strengthen the product support model and reduce resolution time 4.Actively evaluate all relevant vendors’ support SLA and ways of working, engage with vendors to continuously optimize such processes to achieve maximum efficiency 5.Maintain and prepare product support document based on active participation in the development cycle together with knowledge transfer by the product development team. 6.Participate in product development cycle to provide input from operation support point of view to ensure product meets operation standard and avoid potential operational risk at early stage of the development. 7.Proactively identify and suggest potential improvement area in the product to reduce issue and improve the product stability. 8.Monitor the product performance base on the agreed metric and escalate if the system fails to comply with the agreed KPI. 9.Monitor system to ensure scheduled tasks are performed timely and accurately. Raise support ticket to re-run missed task and recover damage if need.