IT SUPPORT TECHNICIAN

1. IT Infrastructure Operations (Across Divisions)

Ensure the stability, availability, and performance of IT infrastructure supporting all DSV divisions (Air & Sea, Road, Contract Logistics, and other business units as applicable) in Vietnam.

Oversee infrastructure services including:

• Network (LAN, WAN, Wi-Fi)
• Local server and infrastructure components where applicable
• Site and end-user infrastructure aligned with Global IT standards

Support incident, problem, and service request management across divisions.

Act as the escalation point for complex or cross-divisional infrastructure issues.

Ensure timely resolution within agreed Service Level Agreements (SLAs).

2. Vulnerability & Security Handling (Infrastructure Scope)

Support the identification, assessment, and remediation of infrastructure vulnerabilities in coordination with Global Security teams.

Ensure timely follow-up on:

• Vulnerability scan findings
• Security advisories and global remediation requests
• Infrastructure-related security incidents

Coordinate local remediation actions, including:

• Patching and configuration updates
• Network or access restrictions
• Temporary risk-mitigating controls as directed by Global IT

Track remediation progress and escalate delays or risks that may impact security or compliance.

Ensure vulnerability management activities are consistently executed across all divisions and appropriately documented.

3. Global IT Standards & Compliance

Ensure infrastructure services across all divisions comply with:

• Global IT architecture and technology standards
• Security, compliance, and audit requirements
• Approved tools, vendors, and processes

Promote consistency across divisions through the adoption of standardized IT practices and governance.

Ensure documentation, knowledge transfer, CMDB records, and IT asset records are maintained accurately and up to date.

4. Global Project Support & Cross-Divisional Coordination

Act as the local infrastructure coordinator across divisions for Global IT initiatives, including:

• Site setup, relocation, standardization, and decommissioning
• Network, connectivity, and security projects
• Global infrastructure and platform rollouts

Coordinate divisional participation in global projects by:

• Aligning business requirements and priorities
• Validating site readiness across multiple business units
• Managing cross-divisional dependencies and risks

Ensure effective communication and coordination between:

• Global IT teams
• Local divisional stakeholders
• Country and site management

5. Change, Project & Service Management

Coordinate infrastructure changes and projects impacting multiple divisions.

Ensure consistent adoption of Change, Incident, and Problem Management processes across divisions.

Support planning, testing, cutover activities, and post-implementation handover while minimizing business disruption.

Escalate risks that may impact service stability, security, compliance, or business operations.

6. Stakeholder & Vendor Coordination

Act as the primary operational IT contact for infrastructure-related matters across divisions.

Engage business stakeholders to understand requirements, provide guidance, and manage expectations.

Coordinate with external vendors and service providers supporting divisional infrastructure.

Provide timely and transparent communication regarding incidents, changes, risks, and project activities.

Key Skills & Competencies

Professional & Technical Competencies

• Strong understanding of enterprise IT infrastructure supporting multi-division environments.
• Relevant experience working within regional or global IT environments.
• Knowledge of IT Service Management (ITIL or equivalent frameworks).
• Experience coordinating infrastructure projects and technology changes across multiple business units.
• Understanding of infrastructure security, vulnerability management, and compliance requirements.

Leadership & Interpersonal Competencies

• Strong written and verbal communication skills, with the ability to engage effectively with technical and non-technical stakeholders.
• Demonstrated ability to balance business requirements with Global IT standards and governance requirements.
• Demonstrated ability to take initiative, deliver customer-focused solutions, and collaborate effectively with diverse stakeholders.
• Demonstrated ability to coordinate teams, manage stakeholders, and provide operational guidance in a complex IT environment.
• Strong analytical, problem-solving, and decision-making capabilities.

Han Tze Hui (Yunne) Adecco Personnel Pte Ltd| EA Licence No.91C2918 | Personnel Registration No: R24120833