Senior TechOps Analyst (Remote)

Vietnam · Negotiabel

1. About the Role We build scalable digital platforms and operational systems for clients around the globe. We operate with a strong focus on product excellence, engineering quality, speed of execution, and operational clarity. As an Operations Analyst , you will be a vital link within our Customer Success team. You’ll sit right at the intersection of our global clients and internal engineering teams—investigating complex technical issues, escalating time-sensitive requests, keeping stakeholders informed, and ensuring zero operational gaps. In this role, you play a mission-critical part in maintaining system reliability, protecting customer trust, and driving overall satisfaction in a fast-paced environment. 2. Responsibilities Issue Investigation & Response: Rapidly acknowledge and investigate client issues according to defined SOPs—balancing speed with technical precision. Triage & Escalation: Prioritize and route critical or time-sensitive incidents to the right engineering/product teams without delay. End-to-End Tracking & Communication: Own client tickets from intake to resolution, delivering clear, regular status updates to both internal and external stakeholders. System Monitoring: Proactively monitor platform health and performance using tools like AWS CloudWatch, Grafana, and real-time alerting systems. Process & Product Improvement: Identify recurring issue patterns, perform root-cause analysis, and propose actionable enhancements to SOPs, internal tools, and core products. Documentation & Handovers: Maintain clean documentation and conduct seamless shift handovers to preserve 100% operational awareness across timezone rotations. 3. RequirementsExperience & Technical Skills 3+ years of relevant experience in IT service delivery, technical support, customer success, or technical operations. Technical Aptitude: Familiarity with API integrations (requests/responses), payment transaction flows, error log analysis, and telemetry/monitoring tools (Grafana, CloudWatch, Datadog). Incident Management: Hands-on understanding of incident response—prioritization, impact categorization, root-cause investigation, and post-mortems. Core Attributes Communication: Exceptional written and verbal communication—calm under pressure and able to translate complex technical issues into clear explanations for non-technical stakeholders. Mindset: Strong analytical, problem-solving, and triage skills in fast-moving situations. Ownership: Proactive, detail-oriented, highly dependable, and motivated to drive continuous operational improvement. 4. Shift Schedule & Work Conditions To ensure 24/7 global coverage , this role operates on a 40-hour work week across rotating shifts (including local public holidays when scheduled): Work Hours: 40 hours per week, providing 24/7 continuous operational coverage (including working on local public holidays when scheduled). Shift Format: Fixed or rotating shifts based on schedule assignments and operational requirements. Shift Details (GMT+7): Morning Shift: 05:00 – 13:00 Afternoon Shift: 13:00 – 21:00 Night Shift: 21:00 – 05:00 (next day) Note: Shift assignments are assigned based on team rotation and operational requirements. 5. Company Policies Performance Reviews: Structured quarterly performance evaluations. Paid Time Off: 30 days of annual leave (inclusive of public holidays) + 14 days of paid medical leave per year. Confidentiality: Mandatory signing of a standard Non-Disclosure Agreement (NDA).

A role recruited by TechVibe, a technology recruitment company based in Ho Chi Minh City, Vietnam.

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