Support Operation Specialist (IT Support)

Job Title: Digital Grid Support Operations Specialist

Location: Thailand

Type: Full Time

Organization: Schneider Electric (Thailand) Limited / INN DG-Global Ops-APAC RSC

Cost Centre: 3010201

Job Code: DPT4 - Customer Project Technical Engineer

Reports to: APAC Support Operations Manager

Job Summary:

We are seeking a proactive and customer-focused Support Operation Specialist to serve as the first point of contact of Digital Gird customers that are in operations in Thailand. This role involves managing incidents, problems, and opportunities, coordinating with internal DG teams, whilst maintaining strong customer relationships, and ensuring timely exchange of information. The ideal candidate will need to have a strong background in stakeholder management, having excellent collaboration, interpersonal, and communication skills. Resilience and ability to handle critical situations are a must, whilst technical skills in IT and experience in Distribution Utility Industry would be a plus.

1. Incident Management

• Being the primary customer contact, candidate is accountable for user requests or issues via phone, email, or ticketing system.
• Perform initial troubleshooting, resolve at first contact where possible, ensure adequate information are available when escalating unresolved / complex issues to level 2/3 teams .
• Track and update status, ensuring customers are informed or updated in accordance with the agreed service levels.

1. Problem Management

• Track problem resolution process, whilst providing regular progress updates.
• Manage and coordinate remediations to include internal verification before release.

1. Stakeholder Relationship Management, Reporting, Business contribution

• Manage stakeholder expectations and handle escalations professionally.
• Create the required reports according to agreements
• Drive customer / internal meetings
• Undertake actions or contribute to ensure the profitability and/or expansion of the customer account.

1. Thorough understanding of ITILv4 Foundation Standards - particularly in Incident and Problem Management areas
2. Familiarity in Incident Management Systems such as ServiceNow, Jira.
3. Basic knowledge in IT Tools, Networking, and Systems - servers, networks, enterprise systems, health, analytics, and performance monitoring tools
4. Experience in conducting Root Cause Analysis and Escalation Management

1. Stakeholder Management and or Conflict Resolution - ability to manage expectations and maintain strong relationships with stakeholders
2. Customer Service Orientated - empathetic, responsive, proactive and adaptable.
3. Clear Verbal & Written Communication - ability to lead or drive customer / internal meetings whilst having excellent English communication skills
4. Work Flexibility & Time Management - willing to travel and work on rotational shits, muti-task, as required.

1. Bachelor's degree in Computer Science, Information Technology, Computer Networks, or any other IT related field.
2. Work Experience in IT Service Management (ITSM) and / or customer support would be a plus.
3. ITILv4 Foundation Certification is preferred