Mô tả công việc
Support & Incident Management
Coordinate resolution of production issues across multiple systems and technology layers.
Track incidents, root causes, and follow-up actions to ensure permanent fixes are implemented.
Maintain issue tracking and prioritization through Jira or other ticketing systems.
Work with client stakeholders to ensure timely communication and escalation when required.
Continuous Improvement & Preventive Actions
Identify recurring issues and work with engineering teams to plan improvement tasks.
Follow up on optimization activities related to performance, reliability, and security.
Manage small enhancement requests that originate from production observations.
Monitoring & Operations Coordination
Oversee alerting and monitoring dashboards with relevant teams.
Ensure alerts are properly categorized by business impact and actioned promptly.
Facilitate reviews of monitoring effectiveness and help refine detection thresholds.
Governance & Reporting
Prepare weekly and monthly operational reports (incidents, RCA, SLA, improvement progress).
Maintain updated documentation and runbooks for critical operational procedures.
Conduct periodic reviews with internal management and client representatives.
Communication & Stakeholder Coordination
Act as the coordination point between technical teams, support engineers, and client managers.
Translate technical issues into clear summaries and action items.
Ensure transparent updates across all stakeholders on issue status and mitigation plans.
Yêu cầu
Core Competencies
4-6 years of experience in technical project management, application operations, or production support leadership.
Good understanding of enterprise software environments: web applications, APIs, databases, and cloud infrastructure.
Hands-on experience managing tickets or support workflow using Jira Service Management or similar systems.
Strong coordination skills with multi-disciplinary teams (development, infrastructure, QA, client).
Solid communication in English (both spoken and written).
Technical Awareness
Knowledge of modern cloud environments (Azure or AWS).
Familiarity with API integrations, monitoring tools, and incident response processes.
Ability to read and interpret system logs or performance metrics with guidance from engineers.
Nice-to-Have
Background in eCommerce, integration systems, or cloud-based applications.
Understanding of DevOps or CI/CD concepts.
Experience preparing client-facing operational reports or dashboards.
Soft Skills
Excellent organizational and coordination skills.
Strong ownership and accountability for deliverables.
Calm under pressure; proactive in risk identification and resolution.
Quyền lợi
At SmartOSC, we offer the best to your values
Attractive salary package: up to $USD 3,000.
Work on enterprise-level cloud systems supporting global operations.
Be part of a dedicated support and operations team driving system reliability and optimization.
Opportunities to collaborate with international clients and senior technical leaders.
Gain exposure to modern cloud monitoring and incident-response practices.
Salary review twice a year
Flexible working hour
Premium health care
Working in One of the largest digital transformation agencies - A professional English environment
Free English, Japanese, and professional training packages
Firm's Certified Qualifications Sponsorship for career development
Annual company trip inside or outside Vietnam
Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.
Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc.
Thông tin chung
Nơi làm việc
- Handico Tower, Phạm Hùng, Phường Từ Liêm, Hà Nội
- (Trước sáp nhập: Nam Từ Liêm, Hà Nội | Sau sáp nhập: Từ Liêm, Hà Nội)
- 1. Handico Tower, Phạm Hùng, Phường Từ Liêm, Hà Nội
- (Trước sáp nhập: Nam Từ Liêm, Hà Nội | Sau sáp nhập: Từ Liêm, Hà Nội)