JOB DESCRIPTION
- Monitor, operate and manage the quality of IT infrastructure services serving aviation systems, including network, server, cloud, endpoint, connectivity, backup, monitoring and related platform services.
- Supervise availability, capacity, performance, resource utilization, connectivity, backup status, system health, certificate, license, service account and infrastructure alerts; promptly detect and alert risks affecting service quality.
- Receive, classify, analyze and coordinate handling of incidents/requests related to infrastructure according to procedures; perform escalation when exceeding thresholds to ensure response time and service recovery.
- Coordinate with Group IT Security, Site IT, Application Ops, ITSM, AIOC and vendors to handle infrastructure incidents affecting applications, production systems or operational activities.
- Monitor and control SLA/OLA for shared infrastructure services, including network, cloud, server, endpoint, storage, backup, security service, connectivity and managed service.
- Check and monitor backup/restore status, DR readiness, patching, vulnerability remediation, certificate renewal, account/service account and platform configuration; coordinate handling of arising issues.
- Coordinate checking connectivity and infrastructure serving aviation systems, including transmission lines, VPN, firewall rule, DNS, routing, load balancer, SFTP, MQ, API gateway and inter-system connections.
- Monitor capacity, performance and infrastructure resource expansion needs; analyze usage trends and provide early warning of overload risk, resource shortage or performance degradation.
- Coordinate control of production infrastructure changes, including network change, firewall change, server/cloud change, patching, maintenance window, upgrade and changes that may affect systems.
- Participate in assessing infrastructure readiness before go-live, including production environment, connectivity, security baseline, backup, monitoring, DR, access, certificate and support model.
- Support cutover, go-live, hypercare and handle initial infrastructure incidents for new systems, applications, sites or IT services.
- Coordinate receiving and handing over infrastructure operations from projects to production, ensuring complete design documentation, connectivity diagrams, configuration, monitoring rule, backup policy, DR plan, known issue and support contacts.
- Maintain infrastructure asset inventory, service configuration, system mapping, connectivity matrix, service owner, technical owner, vendor contact and related operational information.
- Update and maintain infrastructure operation SOP, check checklist, escalation matrix, maintenance calendar, DR checklist, backup checklist and L1/L2 support documentation.
- Participate in root cause analysis for serious infrastructure incidents, recurring incidents or incidents affecting critical systems; monitor and follow up corrective actions after RCA.
- Coordinate with ITSM Specialist to compile infrastructure operation reports, including availability, incident, request, SLA, capacity, backup, DR, outstanding issue and improvement recommendations.
- Propose improvements to monitoring tools, alert rules, operation automation, resource optimization, increase readiness and minimize infrastructure service disruption risk.
- Store, update and manage infrastructure operation records, incident handling logs, inspection reports, maintenance minutes, DR test evidence, backup evidence and handover documentation according to regulations.
- Perform other tasks as assigned by the Head of IT Operations Management Department.
JOB REQUIREMENTS
- Education: Bachelor's degree or higher.
- Major: Information Technology, Information Systems, Computer Science, Electronics and Telecommunications or related fields.
- Work experience: Minimum 4–6 years of experience in Infrastructure Operations, Network/System Operations, Cloud Operations, Endpoint Operations, NOC, IT Operations or enterprise infrastructure operations.
- Knowledge: Knowledge of network, server, cloud, endpoint, storage, backup/restore, monitoring, observability, DR/BCP, certificate, DNS, firewall, VPN, load balancer, patching, security baseline, SLA/OLA and production operations.
- Competencies/Skills: Ability to analyze infrastructure incidents, monitor availability/capacity/performance, read logs/alerts, identify root causes and coordinate incident handling in production environments.
- Foreign language: English reading comprehension of technical documentation, error messages and basic work communication with vendors.
- IT skills: Proficiency in office tools, ITSM/ticketing, monitoring/dashboard and related technical tools.
- Other requirements: Careful, responsible, proactive in monitoring until work is closed and compliance with production procedures.
- Priority: Priority given to candidates with certifications related to network, cloud, security, ITIL, ISO 20000, ISO 27001 or equivalent IT infrastructure certifications.
BENEFITS
- Competitive salary, performance-based bonus.
- Full participation in social insurance, health insurance, unemployment insurance according to regulations.
- Annual leave, holidays, Tet leave according to Labor Law.
- Enjoy benefits for family members when using entertainment and resort services within the group system.
