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液化空气集团早在1916年就进入中国，70年代开始向中国提供空分设备，经过多年的稳步发展，目前在中国设有近120家工厂，遍布40多个城市，拥有约5000名员工。集团在华主要经营范围包括工业及医用气体的运营，家庭健康服务，工程与制造业务，以及全球市场与技术和上海创新园从事的创新业务。公司业务已覆盖中国主要的沿海工业区域，并继续向中部、南部和西部地区拓展。

液化空气通过创造卓越绩效和履行责任追求盈利性增长和长期可持续发展，并保持在中国的行业领先地位。依托于集团的长期战略与全球资源，公司聚焦能源、环境、高科技和健康等领域，以迎接挑战并创造新的市场机遇。凭借专业团队的全力支持，公司致力于为客户提供可信赖的服务与高附加值解决方案，同时履行企业社会责任。

The Incident Specialist - IT Ticket Facilitation is responsible for ensuring the efficient and effective resolution of IT incidents impacting Air Liquide China's business operations. This role focuses on the timely coordination, communication, and escalation of incidents, driving restoration of services with minimal disruption. The Incident Manager will act as a central point of contact during major incidents, facilitating collaboration between technical teams and internal customers (business teams) under Air Liquide’s existing IT operating mode.

您将如何贡献和成长？

• Incident Management Process Execution:

  • Adhere to and improve the incident management process, ensuring alignment with ITIL best practices.

  • Monitor the incident queue, prioritize incidents based on impact and urgency, and ensure timely assignment.

  • Facilitate the logging, categorization, and prioritization of incidents.

  • Ensure accurate and complete incident documentation throughout the lifecycle.

• Incident Coordination and Communication:

  • Act as the primary point of contact for major incidents, providing clear and concise communication to stakeholders.

  • Coordinate technical teams to troubleshoot and resolve incidents, ensuring efficient collaboration.

  • Manage incident bridges and facilitate effective communication during critical incidents.

  • Provide regular updates on incident status and resolution progress.

  • Craft and send post incident reviews.

• Major Incident Management:

  • Collaborate the response to major incidents, driving rapid restoration of services.

  • Ensure timely escalation of incidents to appropriate technical teams and management.

  • Coordinate post-incident reviews and identify areas for improvement.

  • Facilitate root cause analysis and track on the following Problem Tickets.

• Reporting and Analysis:

  • Generate incident reports and metrics, providing insights into incident trends and performance.

  • Analyze incident data to identify recurring issues and recommend solutions.

  • Track and report on key performance indicators (KPIs) related to incident management.

  • Maintain the Known Error Database.

• Performance and Quality Management

  • Identify opportunities to improve the incident management process and tools.

  • Contribute to the development and maintenance of incident management documentation.

  • Participate in regular reviews of the incident management process and implement improvements.

  • Support the Problem Management team.

  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

您是合适的人选么？

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Fluent English in both written and oral as the working language

• ITIL v4 Foundation certification or higher is highly desirable.

• Proven experience in incident management, preferably in a large enterprise environment.

• Strong understanding of IT infrastructure and services.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to work under pressure and manage multiple priorities.

• Experience with incident management tools (e.g., ServiceNow, Jira Service Management).

• Experience with ticketing systems.

• Ability to work on call during off hours occasionally for urgent cases.

Skills:

• Incident Management

• Major Incident Management

• ITIL Framework

• Communication Skills

• Problem-Solving

• Stakeholder Management

• Reporting and Analysis

• Ticketing Systems

• ServiceNow or similar ITSM tools

关于液化空气集团

液化空气集团 —— 全球工业与健康领域气体、技术和服务的领导者，业务遍及78个国家/地区，员工约64,500
人，为380多万名客户与患者提供服务。氧气、氮气和氢气是生命、物质及能源不可或缺的小分子。它们象征着液化空气的科学疆域，自集团1902年成立以来，始终位于其业务的核心。

多样化造就了我们的业绩

在液化空气，我们致力于建立一个多元化和包容性的工作场所，拥抱来自全球的员工、客户、患者、社区利益相关者和文化的多样性。
我们欢迎并考虑所有合格申请人的申请，无论他们的背景如何。我们坚信，多元化的组织为人们提供了展示个人和集体才能的机会，它有助于培养我们的创新能力，通过践行我们的基本原则、为我们的成功而努力并在不断变化的世界中创造一个有吸引力的环境。