Software Support Manager

JOB DESCRIPTION

Operational management
Establish, implement the management processes for the software support team
Assign tasks and monitor the daily activities of the team.
Manage the performance, develop improvement plans, and implement solutions to ensure the proper execution of operational tasks
Oversee and manage the risks, major issues; actively raise up any concerns to related department and suggest action plans to improve the quality of the service
Coordinate closely with development teams, solution experts and all support teams in connection with the portal (key-user, support, build, project ...)
Document all necessary guidelines, processes, procedures and issues for reference
Review the status the incidents and request to ensure the timely resolution
Analyze the root causes of the interrupted or degraded service; solve/ communicate with level 3 support teams
Resolve the major or recurring incident problems
Monitor the application (alert and performance)
Communicate the state of the service on incident and operation
Write post incident reviews following major incidents and deliver reliable actions
Review the portal documentation and knowledge transmission to the level 1 support teams (help-desk & monitoring)
Reporting
Report the changes to the Change Advisory Board (CAB)
Communicate transparently with related stakeholders the working process, performance, issues, etc.
Team management
Keep track, control closely the working schedule of team members to optimize and ensure the assigned resources
Organize the training/ coaching programs to update the project know-how and necessary skill sets 
Review work quality of the team and provide constructive feedback
Evaluate the performance and competencies of team members

JOB REQUIREMENT

Skills & Required knowledge
Have experience in Microsoft Azure, Information Technology Infrastructure Library (ITIL) methodology
Experienced in using one of the tools: ITSM, Azure monitoring, AppInsights
Good knowledge of cloud services, micro-services, network and concept of application architecture (flow, network equipment, esb, API...)
Language:
Fluent in English, both written and spoken
French is a plus
Professional background
4+ years of experience in similar role (software support engineer, application administrator)
1+ year of experience in team management Cloud Azure and Kafka knowledge and/or certifications are advantageous. 

WHAT'S ON OFFER

Being pioneer to contribute to the team development with long-term vision
High ownership working environment: You will take full responsibilities and control of your missions 
contributing to the team success in a daily collaboration with Paris teams
Continuous skill improvement with new technologies, challenging projects, on-the-job coaching, knowledge exchange with technical experts, and training programs (locally and in Paris)
Annual performance review: recognize your efforts and identify development/ improvement needs
Be secured in your mind with employee’s care: private healthcare insurance package, medical check- up, lunch support... Great-place-to-work activities (company trip, sport clubs...): enhance teamwork spirit and facilitate your
work-life balance
Opportunity to participate to global events (Hackathon, Seminar, Innovation Factory...)

CONTACT

PEGASI – IT Recruitment Consultancy
Email: recruit@pegasi.com.vn | Tel: +84 28 7109 9077
We are PEGASI – IT Recruitment Consultancy in Vietnam. If you are looking for new opportunity for your career path, kindly visit our website www.pegasi.com.vn for your reference. Thank you!

Job Summary

Company Type:

Information Technology & Services

Technical Skills:

Management, ServiceNow, Project Management

Location:

Ho Chi Minh - Viet Nam

Salary:

$ 2,000 - $ 2,500

Job ID:

J00571

Status:

Active