.NET IT Incident Manager

JOB OBJECTIVES
• Lead and manage end-to-end incident management for key business applications, ensuring timely detection, effective coordination, and rapid resolution to minimize business impact.
• Ensure application stability and availability through proactive monitoring, incident tracking, and continuous improvement of support processes.
• Act as a central point of coordination during incidents, ensuring clear communication with stakeholders, technical teams, and vendors throughout the incident lifecycle.
• Collaborate with development teams and vendors to drive permanent fixes, system enhancements, and prevent recurring incidents.

KEY RESPONSIBILITIES
• Deliver daily application support, including system monitoring, troubleshooting, and incident resolution.
• Analyze system issues by understanding application logic, data flow, and business rules, and validate findings with development teams.
• Coordinate with internal teams (Infrastructure, Development, Security) and external vendors to ensure timely resolution and clear communication.
• Support problem management by performing root cause analysis (RCA) for recurring or high-severity incidents.
• Maintain high-quality technical documentation, including: System flow diagrams, Troubleshooting guides, Application inventories, Deployment procedures, SOPs
• Participate in application enhancements and new system development, including requirement clarification, design review, and UAT/testing support.
• Perform backend investigations (SQL queries, log analysis, configuration validation) to support issue diagnosis.
• Prepare regular reports covering incident summaries, trends, and recommendations for continuous improvement.
• Provide after-hours / on-call support for major incidents when required.
Innotech Vietnam Corporation

Yêu cầu ứng viên

KEY REQUIREMENTS (Qualification/ Experience/ Skills)
Mandatory
• Proficiency in English (written and spoken) to communicate with regional teams and vendors.
• Minimum 8-10 years of experience in Incident Manager, Application Support, IT Operations, or a similar technical role.
• Solid understanding of application architecture: System design concepts, backend–frontend interaction, API and integration flows, database structure and queries.
• 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.
• Basic but solid technical capability, with the ability to understand systems, investigate issues, and collaborate effectively with development teams.
• Strong analytical and troubleshooting skills, able to break down complex issues into understandable components.
• Experience with ITIL processes (Incident, Problem, Change).
• High-quality documentation skills, able to clearly document system flows, troubleshooting steps, and operational procedures.
• Basic experience using SQL and working with application logs.
• Ability to work under pressure and manage communication during critical issues.

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.