JOB DESCRIPTION
- Build, organize and manage IT operations model for the Aviation Division, including IT Service Management, Application Ops, Infrastructure Ops, AIOC coordination and Site IT coordination.
- Manage IT service portfolio, production system portfolio, critical systems, flight-critical systems and operational scope of each related group.
- Organize monitoring, operations and coordinate incident handling for aviation IT systems, business applications, integration platforms and IT service infrastructure.
- Manage IT service quality through SLA/KPI, availability, incident, request, problem, backlog, recurrence, service performance and periodic operational reports.
- Direct handling of critical incidents, widespread incidents, incidents affecting flight operations, airports, passengers, revenue or operational activities of units; perform escalation and mobilize appropriate resources to shorten service recovery time.
- Direct root cause analysis, track corrective actions, prevention and improvement following critical incidents or recurring incidents.
- Manage IT operations processes, including incident management, request fulfillment, problem management, change coordination, escalation, knowledge base, SOP and operational checklists.
- Organize periodic service reviews with business units, Site IT, AIOC, IT departments and vendors to assess service quality, identify outstanding issues and align improvement plans.
- Coordinate between Operations Management Department, Technology Solutions Department, AIOC, Site IT, Group IT Security, DEC, business units and vendors during operations.
- Control compliance with operations regarding access control, changes, backup, logs, monitoring, audit evidence, DR/BCP and related information security requirements.
- Manage vendor SLA and service quality; track support & maintenance, license/subscription, managed service, cloud/hosting, connectivity and related IT operations services.
- Direct monitoring, reconciliation and control of IT operations Opex; coordinate with Finance/Accounting, Procurement and related parties in service acceptance, confirmation and payment.
- Direct readiness, cutover, hypercare and operations handover from projects to production for new systems, applications and IT services.
- Manage, assign, train, evaluate and develop capabilities of IT Service Management, Application Ops and Infrastructure Ops teams.
- Participate in operations governance mechanisms such as CAB, AIOC Operations Board, incident review, problem review, service review and other critical operations meetings.
- Propose improvements to operations model, monitoring tools, support processes, SLA/KPI, team capabilities and IT operations cost optimization solutions.
- Perform other tasks as assigned by the Head/Deputy Head of IT for the Aviation Division.
JOB REQUIREMENTS
- Education: Bachelor's degree or higher.
- Major: Information Technology, Information Systems, Computer Science, Electronics and Telecommunications, Information Security, Business Administration or related fields.
- Work experience: Minimum 8–10 years of experience in IT Operations, IT Service Management, Application Operations, Infrastructure Operations or IT service management; including minimum 3–5 years of experience in a management role for IT operations teams/departments.
- Knowledge: Understand ITIL/ITSM, SLA/KPI, incident management, request fulfillment, problem management, change coordination, monitoring, observability, DR/BCP, vendor management, Opex service management and production system operations.
- Competencies/Skills: Have capabilities in operations management, critical incident coordination, RCA analysis, risk management, process building, SLA/KPI management, service review organization, leadership reporting, vendor management and team development.
- Foreign language: English reading comprehension of technical documents, error messages and basic work communication with vendors.
- IT skills: Proficient in office tools, ITSM/ticketing, monitoring/dashboard and related technical tools.
- Other requirements: Priority given to candidates with experience in aviation, airports, logistics, finance, e-commerce or environments with critical systems, complex integration and high SLA requirements.
- Preferred: Candidates with ITIL, ISO 20000, ISO 27001, COBIT or related cloud, infrastructure, network, security certifications.
BENEFITS
- Competitive salary, performance-based bonus.
- Full participation in social insurance, health insurance, unemployment insurance as regulated.
- Annual leave, holidays, Tet leave as per Labor Law.
- Enjoy benefits for family members when using entertainment and resort services within the group system.
