Senior Technical Support Engineer, Vng Solutions

7 months ago

Ho Chi Minh City, Vietnam VNG Full time

Oversee ITSM (Information Technology Service Management) policies and tools for change, release, asset, incident, and problem management to ensure system reliability and compliance.
- Resolve outages, comply with change management standards, and conduct thorough problem investigations.
- Conduct compliance audits, analyze trends, and develop actionable solutions to improve IT service delivery.
- Document and track key performance indicators (KPIs) and operational metrics to measure service effectiveness.
- Manage reactive and proactive problem management records to reduce incident recurrence and impact.
- Diagnose and resolve complex technical issues escalated from L2 support or identified through proactive monitoring.
- Perform root cause analysis and develop permanent solutions to prevent future incidents.
- Provide technical leadership and mentorship to L1 and L2 support teams, fostering a knowledge-sharing culture.
- Proactively identify and mitigate potential IT disruptions using advanced monitoring and preventive strategies.
- Develop, document, and share complex technical solutions and best practices through knowledge base contributions and training sessions.

**Yêu cầu**:
**Experience**:

- 5 to 7+ years of work experience in ITSM, with a specific focus on asset and configuration management.
- Proven track record in measuring process performance and using metrics to drive service improvements.
- Strong technical acumen and demonstrated strong analythical thinking ability.

**Qualifications**:

- Bachelor’s degree or equivalent experience.
- ITIL training and/or certification, with ITIL v4 Foundation Certification is a plus. Advanced certification (e.g., Practitioner or Intermediate level) is a big plus.
- Written and spoken English communication skills at CEFR B1 level or above.
- Strong analytical and problem-solving skills, with attention to detail.
- Able to travel for work for extended periods of time.

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