System Monitoring Engineer

As a System Monitoring Engineer, you will:

KRA 1: System and Infrastructure Monitoring (50%)

• Take ownership of monitoring the system health of the INFRA hosting customer-facing environments, including infrastructure health, application performance, and transaction queues across platforms.
• Ensure continuous 24/7 monitoring to maintain system availability, meet service level agreements (SLAs), and minimize downtime.
• Utilize monitoring tools to identify anomalies, performance degradation, and outages in real time, ensuring high availability and reliability.
• Proactively seek support from other teams to address and resolve complex issues that cannot be solved by the GM team.
• Coordinate and follow up on the entire problem lifecycle, from problem identification to problem resolution

KRA 2: Incident Response and Resolution (25%)

• Follow established runbooks to address common incidents and system issues.
• Escalate complex technical issues to the appropriate teams in accordance with defined protocols.
• Contribute to incident documentation by collecting all relevant details, including time of occurrence, impact, and actions taken.
• Participate in shift handovers to ensure continuous coverage and awareness of ongoing issues.
• Support post-incident analysis efforts to help prevent future occurrences.
• Follow communication protocols when incidents occur, ensuring timely updates to stakeholders.
• Adhere to defined SLAs for incident response and communication.

KRA 3: Reporting and Team Support (25%)

• Assist in collecting data for weekly and monthly uptime reports.
• Help compile data on incidents, including resolution times and impact, for leadership review.
• Collaborate closely with the System Operation team to stay informed on system updates, such as server changes, service status, deployments, maintenance, and migrations.
• Support the development and refinement of monitoring runbooks based on operational experience.
• Provide feedback on monitoring tools and processes to improve effectiveness.
• Contribute to knowledge transfer within the team to build collective expertise.
• Participate in knowledge-sharing sessions to enhance technical skills.
• Gain a deeper understanding of the monitoring program’s scope and future expansion plans.

Requirements for Success:

• Bachelor’s degree in Information Technology or a related field.
• 1–3 years of experience in the IT industry.
• Basic understanding of IT infrastructure and monitoring concepts. (Experience with CIP-TA or the Foundry platform is highly preferred.)
• Willingness to learn troubleshooting techniques and system monitoring practices.
• Familiarity with documentation standards and strong attention to detail.
• Basic analytical skills to support issue identification and resolution.
• Fluency in Vietnamese and English to collaborate effectively with a global team and direct resources.
• Ability to work in a shift-based environment, including evenings, nights, or weekends as required.
• Adaptable, eager to learn, and demonstrates a team-oriented attitude.
• Working Time: rotate between Morning (7AM – 4PM), Swing (1PM – 10PM) and Night (10PM – 7AM) shifts to cover 24/7 365 services with the flexibility to support a global organization.
• Work location: Helios Building, 5th Floor, Quang Trung Software, Dist. 12, Ho Chi Minh City.

Experience

• 1 - 3 years: 1–3 years of experience in the IT industry