IT Incident Triage Manager

JOB PURPOSE

Act as the central point to receive, assess, triage, and coordinate IT incidents within banking systems.
Evaluate incident impact on:
- Banking operations
- Customers and services
- Operational risk and compliance
Classify incidents by severity and priority, and trigger appropriate resolution workflows.
Coordinate closely with:
- Core Banking teams
- Application teams
- Infrastructure teams
- Information Security
- Third-party vendors and partners
Monitor incident lifecycle from detection to resolution and closure.
Ensure compliance with ITSM / ITIL frameworks, SLA and OLA requirements in a banking environment.
Manage and support Major Incident handling, including stakeholder communication and escalation.
Conduct or support Root Cause Analysis (RCA) and propose preventive measures.
Continuously improve incident management processes to enhance system stability and resilience.

JOB REQUIREMENTS

Bachelor’s degree in Information Technology, Information Systems, Finance – Banking, or related fields.
Strong knowledge of Banking and Finance operations, including operational risk management.
Good understanding of IT products, services, and applications in Finance – Banking.
Hands-on experience or strong exposure to systems such as:
- Core Banking platforms (T24, Way4, etc.)
- Payment systems, card systems, digital banking channels
Experience in IT Operations, Incident Management, Service Desk, or ITSM environments.
Solid understanding of ITIL processes (Incident, Problem, Change Management).
Strong skills in:
- Incident analysis and risk assessment
- Cross-team coordination under high-pressure situations
- Clear and structured communication with technical and business stakeholders
Proficiency in English for communication and technical documentation.

COMPENSATION & BENEFITS

Salary: Negotiable
Bonuses: Public holidays, Tet bonus, and at least 13th-month salary per year.
Insurance: Full Social Insurance (SI) and Health Insurance (HI) in accordance with labor law.
Leave: Annual leave as per Vietnamese labor regulations.
Working environment: Professional and international working environment.