Incident Manager, Vng Solutions

7 days ago

Ho Chi Minh City, Vietnam VNG Full time

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Remediate deviation of a process for its particular division/department/school
- Responsible for communicating with the Incident Process Owner
- Point of contact for all Major Incidents
- Responsible for the effective implementation of the process "Incident Management" and carrying out the respective reporting procedure.
- Represent the first stage of escalation for Incidents
- Monitor the workload per Tier 1 Analyst
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule, and conduct incident reviews
- Ensure the closure of all resolved and end-user-confirmed Incident records
- Guide the Incident Process Coordinators
- Establish continuous process improvement cycles where the process performance, activities, roles and
- responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

**Yêu cầu**:

- Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), client-facing, network operations,, mainframe.
- Ability to analyze a high volume of technical data to identify incident trends and solutions while working in a high-pressure and fast-paced environment
- Strong leadership and decision-making skills to guide and manage the incident response team
- Proficiency in ITSM (IT Service Management), including incident management, documentation, and hardware
- Proven problem-solving and analytical skills
- Excellent communication skills for coordinating with IT teams and communicating with stakeholders
- Ability to handle major incidents swiftly and judiciously
- Team player and leader who can also work independently when necessary

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