Job description for Incident Manager at Công ty Cổ phần Innotech Việt Nam
Job title: .NET IT Incident Manager
Level: Senior
Domain: Banking
Type: Full-time | ONSITE
Location: Xom Chieu Ward, HCMC (D.4)
Working hours: 08:30 AM - 05:30 PM from Mon to Fri
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JOB OBJECTIVES
• Lead and manage end-to-end incident management for key business applications,
ensuring timely detection, effective coordination, and rapid resolution to
minimize business impact.
• Ensure application stability and availability through proactive monitoring, incident
tracking, and continuous improvement of support processes.
• Act as a central point of coordination during incidents, ensuring clear
communication with stakeholders, technical teams, and vendors throughout the
incident lifecycle.
• Collaborate with development teams and vendors to drive permanent fixes,
system enhancements, and prevent recurring incidents.
KEY RESPONSIBILITIES
• Deliver daily application support, including system monitoring, troubleshooting,
and incident resolution.
• Analyze system issues by understanding application logic, data flow, and
business rules, and validate findings with development teams.
• Coordinate with internal teams (Infrastructure, Development, Security) and
external vendors to ensure timely resolution and clear communication.
• Support problem management by performing root cause analysis (RCA) for
recurring or high-severity incidents.
• Maintain high-quality technical documentation, including: System flow diagrams,
Troubleshooting guides, Application inventories, Deployment procedures, SOPs
• Participate in application enhancements and new system development,
including requirement clarification, design review, and UAT/testing support.
• Perform backend investigations (SQL queries, log analysis, configuration
validation) to support issue diagnosis.
• Prepare regular reports covering incident summaries, trends, and
recommendations for continuous improvement.
• Provide after-hours / on-call support for major incidents when required.
Innotech Vietnam Corporation
KEY REQUIREMENTS (Qualification/ Experience/ Skills)
Mandatory
• Proficiency in English (written and spoken) to communicate with regional teams
and vendors.
• Minimum 8-10 years of experience in Incident Manager, Application Support, IT
Operations, or a similar technical role.
• Solid understanding of application architecture: System design concepts, backend–
frontend interaction, API and integration flows, database structure and queries.
• Hands-on experience or strong understanding of .NET applications/services,
including the ability to analyze logs, troubleshoot incidents, and coordinate with
development teams for issue resolution.
• Basic but solid technical capability, with the ability to understand systems,
investigate issues, and collaborate effectively with development teams.
• Strong analytical and troubleshooting skills, able to break down complex issues into
understandable components.
• Experience with ITIL processes (Incident, Problem, Change).
• High-quality documentation skills, able to clearly document system flows,
troubleshooting steps, and operational procedures.
• Basic experience using SQL and working with application logs.
• Ability to work under pressure and manage communication during critical issues.
BENEFITS
• Competitive salary.
• 13th-month salary calculated based on actual working time at INNOTECH.
• PVI Healthcare Insurance for all employees and for family
• Holiday celebrations
• Quarterly/project kickoff team-building budget.
• Laptop and monitor provided for work.
• Performance bonus plan.
• Employee referral bonus: 2,000,000 – 10,000,000 VND (depending on level/role).
• Annual company trips / Football / Badminton / Year-end party.
• Learning and certification support.
