◦ Take ownership of complex technical issues escalated from L1/L2, perform advanced troubleshooting, identify root causes, and propose effective solutions.
◦ Analyze technical situations across different areas, including software development, testing, infrastructure, DevOps, networking, databases, and system operations.
◦ Provide technical guidance and investigation directions to L1/L2, helping them resolve issues beyond their current capabilities.
◦ Act as the senior technical focal point for the Vietnam Operation team (L1/L2/L3), supporting technical discussions, knowledge sharing, and operational improvements.
◦ Work directly with customers as the primary technical contact, leading technical discussions, explaining incidents and solutions, and building customer trust.
◦ Coordinate with cross◦ functional teams in the US, including Development, QA, and other relevant teams, to investigate and resolve complex technical issues.
◦ Provide technical recommendations and facilitate collaboration between the Vietnam Operation team and US◦ based teams to ensure effective issue resolution.
◦ Identify recurring incidents, drive Root Cause Analysis (RCA), and propose preventive measures to reduce incident recurrence.
◦ Proactively improve service quality through automation, monitoring and alerting, operational procedures, runbooks, and escalation processes.
◦ Work closely with the L2 Team Leader to improve operational efficiency and the overall quality of service delivery.
◦ Support urgent incidents outside regular working hours when necessary.
◦ Strong experience in Technical Operations, System Engineering, IT Operations, or a related technical field, preferably at Senior or L3 level.
◦ Broad technical knowledge and a good understanding of the software development and service delivery lifecycle, including:
Software Development and application architecture.
QA and Software Testing processes.
DevOps, Infrastructure, and System Operations.
Networking, Databases, Middleware, Monitoring, and Logging.
Project management and cross◦ team collaboration.
◦ Strong troubleshooting and analytical skills, with the ability to investigate complex issues across multiple technical domains.
◦ Experience in Incident Management, Root Cause Analysis (RCA), problem management, and service improvement.
◦ Experience working directly with customers, handling technical discussions, incident reporting, and solution explanations.
◦ Good leadership, communication, coordination, and problem◦ solving skills.
Ability to guide and support L1/L2 engineers, provide technical recommendations, and facilitate collaboration with other teams.
◦ Strong understanding of operational processes, service management, and continuous improvement.
◦ Experience as a Technical Lead, Team Leader, or
Project Manager is a strong advantage.
◦ Fluent English communication skills, with the ability to lead technical meetings and communicate effectively with international customers and teams.
◦ Ability to work independently, take ownership, and remain effective during critical incidents.
◦ Thu nhập hấp dẫn
Tối thiểu 13 tháng lương/năm
Đánh giá tăng lương hàng năm
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◦ Chăm sóc sức khỏe
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Chương trình bảo hiểm sức khỏe toàn diện Rikkei Care
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Thời gian làm việc linh động, nghỉ thứ 7 + chủ nhật hàng tuần
12 ngày phép/năm + 1 ngày nghỉ du lịch
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tiếng Anh,...