Incident Management Assistant

Got a head full of ideas?

We are looking for a new Incident Assistant – Tech Support, with a real passion for technology and problem solving, and with the gift of bringing order to chaos, to join our Incident & Problems Team in Changsha!

﹒Receive all incidents reported by the Account Managers, Liaison Managers and Support teams;
﹒Register and prioritize all incidents according to internal procedures;
﹒Submit every incident to the appropriate team (the team with the capacity to solve the incident);
﹒Negotiate with the appropriate parties the timeframe and resources necessary to solve each incident;
﹒Make sure the incident is handled in accordance with its urgency and priority (if the case, make sure it’s included in the appropriate Sprint);
﹒Follow up on each incident to make sure it is solved correctly and in a timely manner;
﹒After the incident is reported as solved, test (where possible) to confirm;
﹒Inform the teams that reported the incident that it was solved;
﹒Handles reports, JIRA updates and any other related task.

﹒2 years’ experience in an IT company (in a similar position or technical customer support);
﹒Nice to have: project management skills;
﹒Nice to have: ITIL knowledge;
﹒Experience in working with JIRA and MSOffice;
﹒Excellent Project Management skills;
﹒Good knowledge of Agile methods;
﹒Be able to quickly and clearly understand the business strategy to ensure the decisions are aligned accordingly;
﹒Time management skills & workflow management skills are mandatory;
﹒Ability to work with cross-functional teams;
﹒Ability to get things done under pressure;
﹒Excellent negotiation and communication skills;
﹒Upper-intermediate or advanced level of English;
﹒Availability to be on call for extended hours.

Apply for this job now! HR team will never use any personal information it receives from you for any purpose beyond recruitment, employment or reference checks, and strongly believes in the importance of keeping the personal information private.


  • Social and Commercial insurance.

  • Massage at work.

  • Daily catered lunch.

  • Fruit day.

  • Ever-growing online library.

  • Internal & external training.

  • We hold team-building activities and office parties throughout the year.

  • Flexible schedule.

  • A fun entertainment corner.