IT Service Manager (Operations)
Hạn nộp hồ sơ: 01/11/2026 (Còn 2 ngày)
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JOB DESCRIPTION
- Participate in the implementation and operation of application systems supporting banking operations (Application Operations, Infrastructure Operations, Managed Services).
- Design and implement system operation models based on ITIL standards (Incident, Problem, Change, Request Management).
- Assess current systems and processes, and propose improvements to the operating model across People, Process, and Technology.
- Develop operational documentation, including SOPs, Runbooks, SLAs, RACI matrices, and application onboarding procedures.
- Establish and manage ITSM tools (ManageEngine, Jira Service Management, ServiceNow, etc.) to control tickets, SLA compliance, and escalation processes.
- Manage and monitor system operations to ensure uptime, performance, and SLA achievement.
- Coordinate with Development and DevOps teams in incident handling, releases, changes, and production operations.
- Design operational dashboards and reports, including SLA compliance, MTTR, incident trends, and system availability.
- Participate in stakeholder management and act as the technical focal point for customers and relevant parties.
- Research and apply best practices and new technologies to improve operational efficiency.
- Work in Agile/Scrum environments and collaborate within multi-vendor ecosystems.
REQUIREMENTS
- Bachelor's degree in Information Technology or a related field.
- Minimum 4 years of experience in IT Operations, Managed Services, or IT Service Management (ITSM).
- Strong understanding of system operations processes following ITIL standards (Incident, Problem, Change Management, etc.).
- Hands-on experience with ITSM tools (ManageEngine, Jira Service Management, ServiceNow, etc.).
- Experience working with application systems, production environments, and collaborating with Development and DevOps teams.
- Ability to create operational documentation (SOPs, SLAs, Runbooks, etc.).
- Understanding of monitoring, alerting, and operational performance metrics.
- Strong analytical, problem-solving, and risk management skills.
- Excellent communication skills with the ability to work effectively with both technical and business stakeholders.
- Ability to work independently as well as collaboratively within a team.
Preferred Qualifications
- ITIL v4 certification or practical experience implementing ITIL frameworks.
- Experience in the banking and/or fintech domain.
- Understanding of CI/CD, DevOps practices, and system architecture.
- Experience designing SLAs and managing large-scale operations.
- Experience working onsite with clients or in multi-vendor environments.
Professional Skills
Operations & Systems Knowledge
- Strong understanding of L1/L2/L3 support models and production system operations.
- Experience managing Incidents, Problems, and Changes in accordance with ITIL best practices.
- Knowledge of monitoring and alerting platforms (Grafana, Datadog, etc.).
- Understanding of Disaster Recovery (DR) and Business Continuity Planning (BCP), including RTO, RPO, backup, and recovery processes.
- Knowledge of system security concepts, including access control, secrets management, and certificate management.
Technical Foundations
- Understanding of CI/CD pipelines and deployment processes.
- Understanding of system architecture concepts, including microservices and APIs.
- Basic knowledge of networking principles, including HTTP, TCP/IP, SSL/TLS, etc.
Management & Process
- Experience in developing and managing SLAs, KPIs, and operational dashboards.
- Ability to design operational processes and governance models.
- Strong capability in analyzing operational data and driving continuous improvement initiatives.
BENEFITS
- Compensation Package: Gross Salary + Allowances + Project Bonus.
- Holiday Bonus: VND 16 million per employee per year.
- Annual bonus equivalent to 13 to 14 months of salary.
- Salary review twice per year.
- 12 annual leave days plus 1 birthday leave day.
- Sick leave and maternity benefits in accordance with company policies. Attractive maternity policies are available for female employees.
- Social Insurance, Health Insurance, and Unemployment Insurance in compliance with Vietnamese labor regulations.
- Annual health check-ups and Fullerton Premium Health Insurance for employees. Financial support is available for purchasing health insurance packages for family members.
- Access to e-learning courses and professional certification bonuses. Employees can also participate in internal CMC Global training programs as well as group-level learning initiatives.
- Internal engagement activities including quarterly team-building events, annual company trips, Family Day, Children's Day, Mid-Autumn Festival celebrations, and more.
- Sports clubs including Football, Badminton, and Pickleball; professional communities such as the PM Club.
- Young, dynamic, and collaborative working environment.
- Opportunities to explore and work with the latest technology trends.
HOW TO APPLY
Please send your application via email: [email protected]
*By submitting your application to [email protected], you acknowledge that you have read, understood, and agreed to CMC Global's REGULATIONS ON THE PROTECTION OF CANDIDATES' PERSONAL INFORMATION.
Thông tin chung
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- Quy mô: Từ 5000 - 10000 nhân viên
- Lĩnh vực: IT phần mềm
Thông tin công việc
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12 triệu - 20 triệu
Cảnh báo dấu hiệu lừa đảo tuyển dụng
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