Incident Analyst

Join Foodpanda as an Incident Analyst and play a pivotal role in ensuring seamless contact center operations across our dynamic locations in Bali. As the first line of defense in incident management, you will monitor real-time operations, triage incidents, and ensure swift resolution to maintain high customer satisfaction. In this role, you'll work closely with our team of operations experts, leveraging tools like Zendesk and ServiceNow to manage and resolve incidents efficiently.

Foodpanda is a global food delivery platform that connects customers with local restaurants, and in Bali, we are committed to providing exceptional service. With a team of over 1,000 employees across Indonesia, we are growing rapidly and seeking talented individuals like you to help us maintain our high standards.

📋 Tanggung Jawab Pekerjaan

• Monitor real-time operations using Zendesk and ServiceNow to identify and triage incidents.
• Investigate and resolve customer complaints and technical issues promptly.
• Collaborate with cross-functional teams to ensure swift incident resolution.
• Document incident details and resolution steps for future reference.
• Provide regular reports on incident trends and operational performance.
• Participate in on-call rotations to ensure 24/7 coverage.
• Stay updated with industry best practices and new tools to enhance incident management.
• Train and mentor junior team members to maintain high service standards.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in incident management or a similar role.
• Proficiency in using Zendesk and ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Familiarity with ITIL or similar frameworks is a plus.
• Fluent in English, both written and spoken.

🛠️ Keahlian

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