Company Description
KMS Technology was established in 2009 as a U.S.-based software services company. With development centers in Vietnam and Mexico, we have been trusted globally for the superlative quality of our software consulting & development services, technology solutions, and engineers' expertise. We pride ourselves on creating brilliant solutions for our clients by leveraging deep expertise, advanced technologies, and delivery excellence for a shared success where everyone can reach their fullest potential. With three Business Lines:
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KMS Software: Leverage software domain expertise to help clients make better business decisions in technology platforms, increase speed-to-market, and gain critical development support through innovative technology solutions.
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KMS Solutions: Empower BFSI businesses to embrace the digital finance revolution and expedite clients’ journey towards complete digitalization, technology consulting, data analytics, software development, and software quality.
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KMS Healthcare: Build transformative next-gen technologies to solve healthcare’s most challenging problems, providing innovative tools and expertise to providers, payers, life sciences, and medical technology vendors.
Job Description
We are seeking a seasoned Incident Manager to join our team on a full-time. This role requires a hands-on individual to lead and coordinate incident response efforts for our critical systems and applications.
- Respond to and triage reported incidents related to our IT software applications.
- Diagnose the root cause of incidents, leveraging technical knowledge and troubleshooting skills.
- Develop and implement action plans to resolve incidents in a timely and efficient manner, minimizing downtime and business impact.
- Escalate incidents as needed, ensuring clear communication with stakeholders throughout the process.
- Document incidents, resolutions, and lessons learned for future reference and improvement of IT processes.
- Analyze trends in incidents to identify recurring issues and proactively implement preventative measures.
- Maintain and improve our incident management procedures, aligning with best practices (e.g., ITIL).
- Collaborate with development teams to identify and fix bugs contributing to incidents.
- Communicate effectively with technical and non-technical audiences, providing clear and concise status updates.
- Open to taking onsite assignments in the US
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
- Minimum of 3 years of experience in IT service management, incident response, or a similar role.
- Strong understanding of IT incident management processes and methodologies (e.g., ITIL).
- In-depth knowledge of IT software development lifecycles and troubleshooting principles.
- Experience working with IT monitoring and ticketing systems (e.g., SolarWinds, ServiceNow).
- Strong communication and collaboration skills in English
- Excellent analytical and problem-solving skills with the ability to identify root causes of incidents.
- Strong communication, interpersonal, and collaboration skills.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
- Experience with scripting languages (e.g., Python, PowerShell) a plus.
Additional Information
Benefits and Perks
- Working in one of the Best Places to Work in Vietnam, Top 10 ITC Company in Vietnam
- Attractive Salary & Benefits, full salary in probation, social insurance on full gross salary
- Performance appraisal twice a year, 13th-month salary and performance bonus
- Premium healthcare insurance for you and your loved ones
- Working 5 days/week , from Monday to Friday
- 18+ paid leave days/year
- Company trip, big annual year-end party every year, team building, etc.
- Fitness & sport activities: football, tennis, table tennis, badminton, yoga, swimming…
- Joining community development activities: 1% Pledge, charity every quarter, blood donation, public seminars, career orientation talks,…
- Free in-house entertainment facilities (football, ping pong, gym…), coffee, and snacks (instant noodles, cookies, candies…)
And much more, join us and let yourself explore other fantastic things!