Overview
Job Purpose: Responsible for leading and managing end-to-end resolution of major production incidents across mission-critical, highly available systems operating 24/7. Acts as the Incident Commander during high-severity incidents, coordinating cross-functional teams to restore services with minimum business impact while ensuring compliance with agreed service levels. Drive operational excellence by establishing and continuously improving Incident, Problem and Change Management practices aligned with ITIL standards. Enhance service reliability, operational resilience and response capabilities through standardization, automation and continuous process improvement.
Responsibilities
- Major Incident Management
- Serve as the Incident Commander for P1/P2 production incidents with end-to-end ownership throughout the incident lifecycle.
- Lead incident war rooms and coordinate cross-functional response across Application, Infrastructure, Platform, Database, Network, Security and external vendors.
- Drive rapid service restoration while minimizing customer impact, business disruption and Mean Time to Recovery (MTTR).
- Ensure timely escalation, decision-making and stakeholder communication during critical incidents.
- Maintain complete incident documentation, timelines and communication records.
- Incident & Problem Management
- Own the Incident Management process in accordance with ITIL best practices.
- Conduct Post-Incident Reviews (PIR), Root Cause Analysis (RCA) and Lessons Learned sessions.
- Track corrective and preventive actions (CAPA) until completion.
- Identify recurring incidents and drive permanent fixes through Problem Management.
- Define and monitor operational KPIs including MTTR, MTTD, Incident Volume, SLA compliance and Service Availability.
- Service Reliability Operations
- Ensure stable operation of mission-critical applications and services under a 24x7 operating model.
- Monitor production service health and coordinate operational responses to system degradation.
- Govern Incident, Problem and Change Management processes to minimize operational risks.
- Improve service resilience by identifying operational gaps and recommending preventive measures.
- Ensure production readiness for major releases, infrastructure changes and platform upgrades.
- Monitoring & Operational Readiness
- Collaborate with engineering teams to improve monitoring, observability and alerting capabilities across applications and infrastructure.
- Optimize alert thresholds, dashboards and escalation mechanisms to improve early detection while reducing alert fatigue.
- Develop and maintain operational runbooks, incident playbooks and standard operating procedures (SOPs).
- Ensure operational documentation remains accurate, accessible and regularly reviewed.
- 24/7 Operations Governance
- Support and coordinate 24/7 operational coverage, on-call rotations and incident escalation processes.
- Ensure effective shift handovers through comprehensive operational reports and knowledge transfer.
- Participate in on-call duty as Incident Commander for major incidents when required.
- Coordinate with multiple operational teams to maintain continuous service availability.
- Continuous Improvement
- Analyze operational metrics, incident trends and service performance to identify improvement opportunities.
- Drive automation initiatives that reduce manual operational effort and accelerate incident resolution.
- Recommend improvements to system architecture, operational processes and resilience practices.
- Promote operational excellence through regular process reviews and adoption of industry best practices.
- Stakeholder Management
- Act as the primary operational liaison between Engineering, Infrastructure, Security, Product, Business and external partners during critical incidents.
- Provide timely executive updates on major incidents, operational risks and service health.
- Prepare incident reports, service performance summaries and operational reviews for senior management.
- Facilitate cross-functional collaboration to improve operational maturity and service reliability.
Requirements
- 5-10+ years of experience in IT Operations / ITSM / Incident Management.
- Hands-on experience handling major incidents in a 24/7 operating environment.
- Background in Banking / Fintech / Payment Gateway / E-commerce or other large-scale systems.
- Strong understanding of ITIL / ITSM best practices.
- Willing to work in a 24/7 shift-based model (3 shifts / 4 teams) and participate in on-call duty rotations.
- Solid infrastructure foundation: Network (TCP/IP, Load Balancing, DNS), Server (Linux/Windows), basic Storage / Database.
- Proficient with monitoring tools such as Datadog, Dynatrace, Prometheus, Grafana, ELK, Splunk, etc.
- Experience with distributed systems, microservices, high availability / DR / failover.
Nice-to-have
- Experience building an Incident Management framework.
- Cloud experience (AWS / Azure / GCP).
- ITIL certification or SRE knowledge is an advantage.
- Prior role as Incident Manager / SRE Lead / IT Operations Manager.
Benefits
Salary & Allowances
- 13 month salary with annual performance bonus, project incentives, sales incentives (based on position).
- Lunch allowance: 730.000 VND/month.
- Special occasion bonus: 2.500.000VND/year.
- Annual leaves: Up to 20 days/year (based on levels).
- Health: Social insurance, premium health insurance, yearly health check.
- Laptop, screen and other needed facilities/accounts/tools for work.
Career Growth
- Yearly salary review and promotion.
- Diverse career path: Management or Expert and functions rotation opportunity.
- Free learning sources in Udemy, Coursera, O'Reilly platforms; internal workshop, certification sponsorship, and exclusive mentoring from C-levels.
- Recognition and awards at team and organizational levels.
Working Environment
- Open & collaborative working space foster both individual focus and teamwork activities.
- Young, dynamic, and collaborative working atmosphere.
- Quarterly/yearly teambuilding & engaged internal events.
