IT & SYSTEM OPERATIONS

Position Objectives:

The IT & System Operations is responsible for ensuring that business systems operate reliably, issues are identified and resolved efficiently, and system performance continuously improves over time.

This role does not necessarily perform all technical fixes directly. Instead, the position acts as a key coordinator between users, internal teams, developers, and vendors to identify problems, assess business impact, drive resolution, verify outcomes, and ensure issues are properly addressed.

Beyond resolving incidents, the role is expected to identify root causes, recurring problems, system limitations, and opportunities to improve system reliability, performance, usability, and operational efficiency.

Core mindset:

Monitor → Identify → Coordinate → Fix → Verify → Improve → Prevent

Key Responsibilities:

• System Monitoring & Health Check: Proactively monitor and perform periodic system health checks to identify potential issues and risks before they impact business operations.
• Incident Identification & Resolution Coordination: Identify and assess system issues, coordinate with relevant teams/vendors, and drive timely resolution, escalation, and closure within agreed SLA.
• Problem Management & Root Cause Improvement: Track recurring or significant issues, coordinate root cause analysis, and drive corrective and preventive improvements to avoid recurrence.
• System Development & Enhancement: Gather business requirements and coordinate system development, testing, deployment, and enhancements to improve functionality and user experience.
• User Account & Access Management: Manage user account and access lifecycle, including provisioning, permission changes, MFA, onboarding/offboarding, and periodic access reviews.
• IT Documentation & SOP Management: Develop and maintain IT SOPs, system documentation, operational checklists, and knowledge bases to ensure standardized and effective operations.

Requirement:

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or related fields.
• Experience in IT operations, system/application support, or IT service management.
• Good understanding of incident management, system monitoring, user access management, and IT operational processes.
• Strong problem-solving, coordination, and follow-up skills with a high sense of ownership and continuous improvement mindset.
• Experience in requirement gathering, UAT, and coordinating system development/enhancement with users, developers, and vendors.
• Ability to develop and maintain IT documentation, SOPs, and operational reports.
• Basic knowledge of system infrastructure, integrations, IT security, SQL/API, or automation is an advantage.
• Proficiency in English communication.

Benefits:

• Dynamic, international working environment.
• Professional development
• Access to employee engagement programs and team bonding events.
• Opportunity to grow within a fast-scaling global EdTech company.

Working Time:

Tuesday – Friday: 01:00 AM – 08:00 PM Saturday - Sunday: 9:00 AM – 07:00 PM

Work location:

Head office: 141-143 Nguyen Thi Thap Dist 7 Able to work flexibly between hubs.

How to Apply:

Please send your CV to tuyendung@brightchamps.com with the subject “ positioposition- Your Full Name."