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Incident Manager, KMS Healthcare

KMS Technology
Full-time
On-site
Ho Chi Minh, Vietnam
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:

  • 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.
  • 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.
  • 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!

This job is closed.