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IT Service Desk Manager (A Digital Bank)

The International Fintech

Hồ Chí Minh

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Ngày hết hạn:

30 April 2021

Lương:

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Trình độ:

Senior

Ngôn ngữ:

Mô tả công việc:

We are seeking an experienced and passionate IT Service Desk Manager to join us as we continue to grow our Operations-as-Service for our prime Digital banking client.

This role comes with the opportunity to expand across other Digital Banking clients within our growing Vietnam delivery portfolio in the future and we are seeking a highly motivated leader who brings a wealth of ITIL Service Management experience and a passion for growing new teams.

About the role:

The successful candidate will help us build and lead our Service Management team in Vietnam supporting the 24x7 and other key service management processes for our key Digital Bank client.

This role comes with the opportunity to rapidly expand the team by augmenting current squads distributed globally as well as transitioning selected services into Vietnam.

For this specific role, you will be managing a Service Desk team to handle service management platforms using PagerDuty, Datadog, and other tools (Jira, Jira Service Desk, and/or similar Software Asset Management platforms). The Standard Operating Processes, support playbooks, and other ITIL processes will be co-developed in close collaboration with the client.

Yêu cầu công việc:

Experienced in leading and managing a team in Operations as Service
Excellent client-facing and communication skills in English (both verbal and written) are a must
Managing and motivating the Operations team to ensure client commitments and SLA s are met, creating a strong culture and work ethic focused on success.
Improving the service for the client, through the implementation of best practices and end to end quality approach.
Familiar in operations environment of 24x7x365
Familiar with the usage of a wide range of toolsets in the cloud environment and third-parties services (Kubernetes/Rancher, Git, etc.), popular Operating Systems (Windows, macOS, Linux) and Android/iOS
Familiar with the log analysis and monitoring tools (Grafana, Kibana, etc.)
Have experience in building and managing SLA’s and SLO’s
Familiar with databases, concepts of AWS cloud
Knowledge of the banking and/or finance sector is an advantage

Must have

Excellent command of English and good communication in Vietnamese when working with cross-functional teams.
5+ years proven experience in leading Service Management and/or Operation teams
Quick learner with an ambitious and results-driven personality.
Work well as part of a team in a fast-paced environment.
Commercial experience of continuous delivery, software release, advanced deployment strategies, disposable environments, virtualization.
Have a practical, structural mindset and be a quick learner able to adapt to the changes from a fast-growing organization
Practical knowledge of agile software development methodologies
ITIL process knowledge and Scrum Methodology knowledge
Bachelor's degree

Service Catalog / Service Offering

Desktop vulnerability patching: execution of patching schedules of the end-user desktop estate based on Qualys vulnerability scans
End-user device performance monitoring: monitoring of the end-user desktop performance
Desktop app troubleshooting: 1st line support for end users contacting the service desk for a supported application issue
Access provisioning: fulfillment of end-user device access requests based on the RBAC model
PagerDuty administration & management
User monitoring: monitoring of active/inactive users on desktop devices
On/Off-boarding: provision and de-provision of user accounts
Request fulfillment: general request demand, such as provisioning of new Jira projects, password resets, locking non-compliant or lost end-user devices
ITAM product admin: user access, reporting, documentation uploads, public dashboards

Quyền lợi:

Competitive salary and bonus.
Opportunities for your professional growth in fintech, especially in digital banking
Social insurance (max), premium medical insurance
Parking allowance, snacks, and coffee.
Monthly team-building and social activities.

TAGS:

Manager

Cloud

Địa điểm:

District 1, Ho Chi Minh

Số lượng:

1-50

Hình thức:

Product

Thông tin công ty:

About us

We are a European Fintech company in the Digital Banking and Financial Service domain. We are hiring in Vietnam!!!

Applications without the required experience will not be considered.

We’re looking for many local talents to grow our business venture with the top-notch development squads building a virtual bank from scratch using cloud-native technologies. We’re a fast-growing team solving exciting problems and delivering high-quality products in small, interdisciplinary teams using Agile as our core methodology. We’re applying the learnings from Google, Twitter, and Netflix to build the next generation of banking. What exciting things will you be doing?