Job title: IT Incident Support
Level: Senior
Domain: Banking
Type: Full-time | Onsite
Location: Xom Chieu Ward, HCMC (D.4)
Working hours: 08:30 AM - 05:30 PM from Mon to Fri
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JOB OBJECTIVES
The incumbent will be responsible for IT incident management activities. The main duties include incident analysis, root cause identification, reporting to stakeholders and working with various parties in O&T as well as other departments to analyze incident, root cause identification and resolve major incidents.
KEY RESPONSIBILITIES
- Collaborate with different team to Identify root causes of incidents and develop strategies to prevent recurrence.
- Collaborate with different teams within T&O and across departments to ensure timely resolution of incidents.
- Track and report key performance indicators (KPIs) related to incident management, including mean time to respond (MTTR), mean time to resolve (MTRR), etc.
- Conduct regular meetings with stakeholders to discuss incident status, progress, and future plans.
- Develop and implement processes improvements to enhance efficiency and effectiveness of incident management.
- Provide guidance and support to team members in incident analysis and resolution.
- Analyze operational data/incidents and provide insights on trends, patterns, areas of improvement.
KEY REQUIREMENTS (Qualification/ Experience/ Skills)
- Proficiency in English language.
- Bachelor's degree in information technology, Computer Science or related field.
- Minimum 4 years of experience in incident management, IT operations, or technical support.
- Strong analytical skills and attention to detail.
- Strong in technical knowledge.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Experience with incident management tools such as ServiceNow, JIRA, or similar platforms.
BENEFITS
- Competitive salary.
- 13th-month salary calculated based on actual working time at INNOTECH.
- PVI Healthcare Insurance for all employees and for family
- Holiday celebrations
- Quarterly/project kickoff team-building budget.
- Laptop and monitor provided for work.
- Performance bonus plan.
- Employee referral bonus: 2,000,000 – 10,000,000 VND (depending on level/role).
- Annual company trips / Football / Badminton / Year-end party.
- Learning and certification support.
