Job Purpose

Perform specialized tasks, provide special skills in daily monitoring of IT infrastructure / applications / services of critical services (ROC, COC,...) to ensure that critical services meet SLAs committed to the business; As well as in the process of handling alerts, try to restore services as quickly as possible as well as remaining issues to ensure the best service delivery to customers.

Key Accountabilities (1)
Participate In Monitoring And Handling System Alerts/incidents/problems

Perform 24/7 monitoring and handle alerts of services of the entire IT infrastructure/application/services. In case encounter difficulties, escalate to L3 for coordinated processing.
Ensure projects/specialized operations departments provide adequate alert/incident handling instructions for new services before golive and periodically review and update existing alert/incident handling instructions.
Responsible for periodically reviewing issues/vulnerabilities in IT infrastructure/applications/services within scope of responsibility
Provide in-depth transfer skills in monitoring and handling alerts and critical IT service incidents
Participate Lead the standardizing and developing relevant processes and regulations to ensure effective monitoring and handling of alerts/incidents.
Coordinate with relevant units to promptly restore services/systems, investigate root causes, propose solutions and implement solutions.
Participate in implementing changes across the software development environment, including on Prem and cloud.

Participate In Building And Optimizing Centralized Monitoring Tools

Implement the development and promulgation of standards and operate centralized monitoring tools (Dynatrace, Grafana, Splunk...)
Implement monitoring tool integration and support building monitoring dashboards for new IT infrastructure/applications/services
Ensure projects/specialized operations departments provide adequate monitoring indicators/monitoring thresholds for new services before golive.

Key Accountabilities (2)
System Problem And Incident Management

Manage the lifecycle of IT incidents, including identifying, classifying, coordinating and resolving incidents according to SLAs
Be the contact point during troubleshooting, ensuring effective communication among technical, operations and business departments
Root cause analysis (RCA) after each incident, recommending preventive measures and process improvements. Coordinate with relevant teams to minimize downtime and improve system availability.
Participate in developing and maintaining incident management processes according to standards and best practices

Key Accountabilities (3)
Responsibilities In Risk Management And Compliance

Control and ensure the unit's activities comply with issued policies, regulations, procedures and instructions.
Identify the unit's risks during operations, coordinate with relevant units to develop methods to measure, evaluate and minimize risks.

Report periodically to management levels and perform other tasks as directed by management

Key Relationships - Direct Manager
Head of IT Operation & Infrastructure

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders
Departments in company

Key Relationships - External Stakeholders
nhà cung cấp công nghệ, đối tác bảo mật, cộng đồng chuyên môn,...

Success Profile - Qualification and Experiences
Qualifications

Bachelor's degree or higher in finance, economics, banking, business administration, or computer science.

Experience

At least 8 years in IT development and operations at a large enterprise.

Language Proficiency

English, Level 3 (TOEIC = 550) / or as per company regulations from time to time.

Other Requirements

International certification in Systems is an advantage.

Expert, Site Reliability Engineering (Techcom Life)