Incident Manager - Digital Banking

The Incident Manager will play a pivotal role in managing and enhancing our incident management processes. This individual will be responsible for coordinating the resolution of all incidents related to the bank's digital products and services. The role requires a proactive, customer-focused approach to maintain service continuity and minimize the impact of incidents on operations. The Incident Manager will work closely with cross-functional teams, including engineering, product, and stack-holder, to ensure timely communication and resolution of incidents in line with SLAs and regulatory standards.

Responsibilities:

As an Incident Manager, you'll ensure the seamless operation of our digital banking services, minimizing disruptions and optimizing Incident management processes. Here's what your day-to-day will look like:

• Incident Management:
  • Lead incident management to ensure timely identification (MTTA), resolution (MTTR), and communication of incidents
  • Coordinate with cross-functional teams to manage incidents, minimize impact, and restore services as quickly as possible.
  • Develop and build and maintain Incident Management as a service.
  • Facilitate post-incident reviews, identifying root causes and ensuring the implementation of corrective actions.
• Stakeholder Communication:
  • Serve as the main contact for major incidents, keeping stakeholders informed throughout the incident lifecycle.
  • Prepare and present incident reports to senior management with clear, actionable insights.
  • Collaborate with banking operations to align and standardize the incident management process.
• Continuous Improvement:
  • Identify opportunities for process improvements within the Incident & Change Management
  • Lead initiatives to enhance incident management practices and reduce the frequency and impact of incidents.
  • Stay updated with industry trends and best practices, implementing relevant changes to the Change management and incident management processes.

• Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Experience:
  • Over 5 years of experience in IT service management, specializing in incident management and ITSM within digital banking or financial services.
  • Proven experience build and optimize ITSM process and managing major incidents and service disruptions in a high-pressure environment.
• Technical Skills:
  • In-depth understanding of IT infrastructure, digital banking platforms, and associated technologies.
  • Proficiency in incident management tools (e.g., OpsGenie, PagerDurty, FireHydrant) & ITSM Tools (e.g Atlassian Ecosystem includes JSM, JIRA, Confluence)
• Soft Skills:
  • Excellent communication and interpersonal skills, with the ability to articulate complex technical issues to non-technical stakeholders.
  • Strong problem-solving skills and the ability to work under pressure.
  • Leadership abilities to drive incident management initiatives and mentor junior staff.
• Knowledge:
  • Familiarity with regulatory requirements in the financial services industry.
  • Awareness of cybersecurity best practices in digital banking.

Top 5 Reasons Why We Are the Next Destination for Your Career:

• Fintech Innovation: Join a cutting-edge fintech hub leading the charge in digital banking. Be part of a team building multiple digital banks, revolutionizing financial services, and making banking more accessible for millions worldwide.
• Innovation-Driven IT: Work in an environment committed to continuous improvement and the latest technologies. You'll tackle challenging projects, innovate solutions, and stay at the forefront of IT Service Management practices.
• Collaborative Culture: Thrive in a culture that values innovation and teamwork. We empower our teams to think creatively and take bold steps in developing next-generation digital banking solutions, transforming the fintech industry together.
• Competitive Benefits: Enjoy a comprehensive benefits package, opportunities for professional development, and a supportive work-life balance, ensuring you can excel in both your career and personal life.
• Professional Growth: Advance your career in a dynamic fintech environment. You'll gain hands-on experience in digital banking, access continuous learning opportunities, and have clear pathways to expand your expertise and take on more challenging responsibilities.

Other tangible benefits:

• Performance bonus up to 2 months
• 13th month salary pro-rata
• 15-day annual leave+ 3-day sick leave + 1 birthday leave + 1 Christmas leave
• Meal and parking allowance are covered by the company.
• Full benefits and salary rank during probation.
• Insurances as Vietnamese labor law and premium health care for you and your family without seniority compulsory
• SMART goals and clear career opportunities (technical seminar, conference, and career talk) - we focus on your development.
• Values-driven, international working environment, and agile culture.
• Overseas travel opportunities for training and working related.
• Internal Hackathons and company's events (team building, coffee run, blue card...)
• Work-life balance 40-hr per week from Mon to Fri.