Job Description:
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:
- Diploma/Bachelor in Information Technology, Computer Science, or related.
- 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.
- 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).
- ITIL® 4 Foundation.
- Experience supporting operational facilities (e.g., logistics hubs, large office sites) and rollout/change windows.
