IT Operations Manager (Global Operation)

We are looking for a Proactive IT Operation Manager to anchor our "Follow-the-Sun" global support model. Based in HCMC, you will lead the Vietnam engineering team and serve as the Global Duty Manager during APAC hours. While our US Headquarters sleeps, you hold the keys to our global infrastructure, ensuring seamless operations, driving process governance, and managing critical escalations.Why This Role Matters:Global Autonomy: You aren't just a local manager; you are the primary decision-maker for global incidents during your shift.Modern Tech Stack: Deep dive into the Microsoft Modern Workplace ecosystem (Entra ID, Intune, Cloud Security).Strategic Partnership: Collaborate daily with US leadership to unify IT processes worldwide.Key Responsibilities1. Global Operations & Incident Command (40%)Follow-the-Sun Leadership: Act as the Global Duty Manager during Vietnam business hours (and US hours if needed). You own the global ticket queue, prioritizing and resolving issues for users across all regions. Shift Handover: Collaborate daily with the Austin manager to execute smooth handovers of active incidents, ensuring nothing is dropped between time zonesEscalation Management: Be the confident voice in the room. Lead emergency escalations, coordinate with stakeholders, and ensure critical blockers are removed swiftly.Seamless Handovers: Execute precise daily handovers with the Austin (US) Manager to ensure "zero-drop" continuity.Process Governance: Champion ITIL best practices. Partner with US counterparts to standardize documentation and refine ITSM workflows across all global teams.2. Modern Workplace Engineering (Hands-on) (35%)Identity & Security: Administer Microsoft Entra ID (Identity, MFA, Conditional Access) to secure our global workforce.Device Management (MDM): Lead the configuration and compliance of endpoints using Microsoft Intune. Troubleshoot complex enrollment and update policies.Lead Engineer Role: This is a "Player-Coach" role. You will actively troubleshoot high-level technical issues (Level 2/3), configure SaaS applications (O365, D365), and monitor network health alongside your team.Vendor Management: Control the quality and performance of local and international IT service providers; Manage relationships, service delivery, and performance of key local and international IT vendors and third-party service providers.3. Team Leadership & Mentoring (25%)Local Captain: Manage, mentor, and inspire a focused team of 3 engineers.Global Mindset: Coach your team to think globally—transitioning them from "Local Support" to "Global Analysts" capable of assisting users in NY, London, or Tokyo.Performance Culture: Set clear goals, conduct reviews, and foster a culture of continuous learning and proactive communication.