DevOps/IT Support Analyst (for Banks)

Job Description
We are seeking an experienced and passionate DevOps/IT Support Analyst (24/7) for the Service
Operations team 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 of DevOps/IT Support Analyst will join our Service Management team
in Vietnam supporting the SRE (24x7) and other key service management processes for our key
Digital Bank client.
This role comes with the opportunity to rapidly expand the Service Operations team with current
squads distributed globally as well as transitioning selected services into Vietnam.
For this specific role, you will be a member of the Service Desk team to handle the Level 1
service management (networking, end-user/workplace engineering services knowledge desirable)
using our toolsets such as PagerDuty, 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.
Your Skills and Experience
Must have
1-3 years proved experience of DevOps/IT Support in the Service Management and/or -
Operation teams
Excellent command of English and good communication in Vietnamese when working with
cross-functional teams.
Following the Operations playbooks to ensure client commitments and SLA s are met, engaging
the team 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.)
Familiar with databases, concepts of AWS cloud
Knowledge of the banking and/or finance sector is an advantage
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
IT's degree/certificates or equivalent
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
Why You'll Love Working Here
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.