Trách nhiệm chính

• Lead real‑time response to high‑impact incidents across automated warehouse environments.
• Act as single point of coordination for Priority 1 incidents and select Priority 2 incidents affecting customer operations.
• Lead incident bridge calls, facilitate troubleshooting, and coordinate escalation across teams.
• Document incident details and actions throughout the lifecycle.
• Mobilize and coordinate multi‑disciplinary teams (Controls, Software, Infrastructure, third parties).
• Track investigation and restoration efforts; keep workstreams aligned.
• Engage executive stakeholders with timely, structured updates.
• Deliver clear incident communications tailored to technical and non‑technical audiences.
• Share status updates at agreed intervals (15/30/60 min cadence).
• Manage expectations of facilities operations leaders, customer support teams, and executive stakeholders.
• Initiate and facilitate post‑incident reviews.
• Partner with Engineering, Problem Management, and Customer Service to document root causes, drive corrective actions, and inform customers.
• Recommend improvements to automation monitoring, alerting, and recovery playbooks.
• Ensure adherence to Incident Management policy and escalation matrix.
• Own and report key incident metrics (MTTA, MTTR, SLA compliance) to leadership.
• Drive process development and optimization to reduce incident frequency, severity, and customer impact.
• Maintain and train on major incident playbooks, runbooks, and response templates.

Yêu cầu

• Minimum of 5 years of experience in Incident Management, IT Service Management, or related service operations.
• Demonstrated experience personally leading high‑severity incidents, including P1/Severity 1 and major P2 incidents.
• Proven ability to lead incident bridge calls, coordinate multiple technical teams, and drive service restoration.
• Strong understanding of formal Incident Management processes, escalation procedures, and service restoration methodologies.
• Knowledge of at least one of the following technologies: PLCs, SCADA, Warehouse Execution Systems (WES), Warehouse Management Systems (WMS), controls systems, or industrial networks.
• Experience using ServiceNow, Salesforce, Jira Service Management, or similar IT Service Management platforms.
• Excellent written and verbal communication skills in English, including the ability to communicate confidently with international customers and executive stakeholders.
• Demonstrated ability to lead cross‑functional teams without direct reporting authority.
• Strong analytical, organizational, and problem‑solving skills.
• Ability to work independently, prioritize competing demands, and make decisions under pressure.

Yêu cầu ưu tiên

• ITIL Foundation certification or higher.
• Experience supporting warehouse automation, intralogistics, manufacturing, or other mission‑critical operational environments.
• Familiarity with automation solutions such as AutoStore, Dematic, Honeywell Intelligrated, or Swisslog.
• Experience working with Warehouse Control Systems (WCS), Warehouse Execution Systems (WES), or Warehouse Management Systems (WMS).
• Experience leading on‑call rotations or supporting 24/7 global operations.
• Familiarity with monitoring and observability platforms such as Ignition, PRTG, Datadog, Grafana, or similar tools.
• Demonstrated experience implementing Incident Management improvements, developing playbooks, and introducing operational best practices.

Thông tin khác

• Location: Hanoi, Vietnam.
• Working hours: Primarily 6:00 AM–6:00 PM or 7:00 AM–7:00 PM Vietnam Time (ICT), depending on U.S. daylight saving time.
• Availability for on‑call rotations and escalations outside scheduled working hours is expected.
• The role requires collaboration with international teams and stakeholders across multiple time zones.
• Position will primarily be overnight between the hours of 7 pm – 7 am EST.