Expert, IT Operations (TechcomLife)

JOB PURPOSE

Responsible for providing expert knowledge in his/her domain when participate in IT projects; proactively and immediately responses to system incidents in his/her expertise domain; managing incidents, problems, and ensuring respective units properly resolve issues so incidents are not repeating; constantly reviewing and proposing solutions to enhance the company's existing operation processes and tools.

KEY ACCOUNTABILITIES

Key Accountabilities (1)

Main work:
- Collaborate with the appropriate departments to deeply understand the systems, as a basis for the efficient and stable operation of services.
- Define operation frameworks, standards, processes, checklists, and tools for the systems và communicate them to operation functions to apply into application operation.
- Analyze and propose improvements upon technology và standards across the oganization.
- Participate in training courses to remain up-to-date and knowledgeable in terms of industry trends and emerging technologies for IT operation support.
- Provide advice, trainings, and supports to people in operation functions.
- Participate as a key member of the incident response team to directly drive incident/problem fixing progress and also responsible for analyzing and concluding the root cause of the incidents và problem; define và implement the solutions to recover the services quickly and prevent them from repeating.
- Develop methodology and assessment plan to proactively address weaknesses, risks and problems on the IT infrastructure/applications/services, then have remediation plan to improve quality of services.
- Creatively and independently provide resolutions to techincal problems in a productivity và quality of service manner.
- Monitor và report out the compliance of the operation activities in real-life.
- Report periodically to the managers.

Key Accountabilities (2)

Risk management and compliance:
- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in operations.
- Ensure that team members fulfill their commitments on service quality and comply with the company's regulations and policies.

Key Accountabilities (3)

Human resource management:
- Personal Development Plan.
- Training / Coaching / Supervising team members to strictly comply with the standards and procedures of the company.