IT Incident Support

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.

Yêu cầu ứng viên

KEY REQUIREMENTS (Qualification/ Experience/ Skills)
• Proficiency in English language.
• Bachelor’s degree in information technology, Computer Science or related field.
• Minimum 5 years of experience in incident management, IT operations, or technical support.
• Hands-on experience or strong understanding of .NET applications/services, including the ability to analyze logs, troubleshoot incidents, and coordinate with development teams for issue resolution.
• 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.

Quyền lợi được hưởng

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.