Banking Senior Incident Support

Job title: IT Incident Support
Level: Senior
Domain: Banking
Type: Full-time
Location: Xom Chieu Ward, HCMC (D.4)
Working hours: 08:30 AM - 05:30 PM from Mon to Fri
================================================
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.
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.
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.