IT Service Manager (Operations)

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.

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