Job Description:
Role Summary
Own day-to-day IT service operations for Vietnam and act as the operations liaison between local business teams (Shopee, SPX Express, Garena, Monee), Corporate IT, and vendors. You will map and standardize processes, surface and close operational gaps, and drive continual service improvement-ensuring stable services, clear communications, and consistent SLA/OLA performance.
Service Operations & Request Management
- Run the ITSM queue (incidents/requests) with strict SLA/OLA discipline triage, prioritize, and escalate effectively.
- Execute JML (joiner/mover/leaver) and access provisioning per standard controls.
- Maintain the local Service Catalog and ensure runbooks/KBs are up-to-date and actually used.
Process Mapping & Continuous Improvement
- Map as-is processes (process maps, RACI), identify bottlenecks and risks, and maintain a prioritized gap backlog with owners and due dates.
- Lead Service Improvement Plans (SIP) embed PDCA/Lean practices run operations reviews (weekly/monthly) with action tracking.
Incident / Problem / Change (ITIL)
- Coordinate end-to-end incident response to minimize MTTR and business impact manage major incidents communication.
- Drive RCAs and preventive actions to cut repeat incidents.
- Execute approved changes (RFCs), align with CAB/change calendar, and manage site pilots/UAT and cutovers.
Governance, Compliance & Risk
- Enforce Corporate IT policies/standards support internal/external audits and periodic access reviews.
- Keep evidence and artifacts (SOPs, logs, approvals) audit-ready.
Vendor & Asset Coordination
- Coordinate on-site/vendor work, SOW/SLA adherence, RMA/warranty, and scheduled maintenance.
- Keep asset and license records accurate (issues/returns, stock levels, reconciliation).
Site & Stakeholder Coverage
- Coordinate on-site coverage for offices and operational facilities (e.g., hubs/sortation centers), including after-hours windows when needed.
- Provide timely, non-technical service updates to business owners and ensure expectations are managed.
Reporting & Analytics
- Publish weekly/monthly ops packs: SLA/OLA, CSAT, MTTA/MTTR, repeat incidents, backlog aging, KB usage, asset accuracy.
- Build simple dashboards to spot trends and propose data-driven improvements.
Requirements:
Education
- Diploma/Bachelor in Information Technology, Computer Science, or related.
Experience
- 2-3 years in IT Operations/IT Service Delivery within medium/large organizations multi-site exposure (e-commerce, logistics, gaming, or fintech) is a plus.
Core Skills
- Working knowledge of ITSM/ITIL (Incident, Problem, Change, Request, Knowledge, Service Catalog).
- Process skills: process mapping (e.g., Visio/Miro), SOP/runbook authoring, KPI/SLA design, and continuous improvement.
- Tools: ITSM (e.g., ServiceNow or Jira Service Management), Confluence/Notion, Excel/Sheets (pivots/lookups). Basic scripting/automation or BI (e.g., Power BI/Looker Studio) is a plus.
- Strong stakeholder communication, vendor coordination, prioritization, and follow-through.
- Languages: Fluent Vietnamese professional English (written & spoken).
Preferred / Good-to-Have
- ITIL 4 Foundation
- Experience supporting operational facilities (e.g., logistics hubs, large office sites) and rollout/change windows.
