Incident Manager (Junior – Senior)

Level: Junior - Senior English: Fluent Starting date: ASAP Duration: 8 tháng - 1 năm Working Model: Onsite Q4 - HCM Job Description: Lead and manage end-to-end incident management for key business applications, ensuring timely detection, effective coordination, and rapid resolutionto 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 prevention of recurring incidents. 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. Mandatory Proficiency in English (written and spoken) to communicate with regional teams and vendors. Minimum 8-10 years of experiencein 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 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.