Production Software Operations
Software system operations
About the company
VinSmart Future (VSF) is Vingroup's technology company, formed by merging the Group's entire technology ecosystem. As a core driver of Vingroup's future growth, VSF is AI-first - with artificial intelligence as the foundation of everything we build. With a talented team of nearly 4,000 local and international technology experts, VSF focuses on creating high-utility technologies that enhance lives and connect data, models, and infrastructure to unlock new possibilities.
Responsibilities
Receive, analyze, and handle user support requests (tickets) through the ticket management system.
Monitor resolution progress, update all relevant information, and ensure tickets are resolved within the committed Service Level Agreement (SLA).
Guide and train users on how to use the software; provide consultation and address questions during system operation.
Configure the system based on requests from the development team or changes in business requirements.
Review and verify data accuracy; perform data reconciliation, supplementation, and migration when required.
Develop and update User Guides, operational documentation, and support procedures.
Coordinate with relevant departments and the development team to identify issues, conduct post-fix testing, and deploy new features.
Proactively propose solutions to improve support service quality and optimize operational processes.
Requirements
College or university degree in Information Technology, Information Systems, Computer Science, or a related field.
Strong logical thinking, analytical, and problem-solving skills.
Proficiency in Microsoft Office, especially Excel.
Good communication skills with the ability to guide and support users effectively.
Detail-oriented, responsible, and proactive at work.
Ability to write clear, well-structured, and easy-to-understand documentation.
Basic SQL knowledge for data queries is preferred.
Experience using ticket management systems such as Jira, Redmine, Freshdesk, Zendesk, or similar tools is preferred.
Experience in software configuration, testing, or system operations is preferred.
Good internal customer service skills.
Ability to analyze and resolve incidents.
Ability to manage tickets and comply with SLA requirements.
Documentation and user guide writing skills.
Ability to review and reconcile data.
Strong willingness to learn, proactively improve processes, and collaborate effectively with others.
Benefits
- Income competitive with the market.
- Lunch allowance.
- Preferential rates across the Group's ecosystem: tuition discounts (Vinschool), healthcare (Vinmec), resorts (Vinpearl), vehicle purchase (VinFast), and home rental or purchase (Vinhomes) … under the Group's policies.
- Full insurance coverage as required by the Labor Law (Social, Health, UI), plus Company-provided personal health insurance based on position level, and periodic health check-ups at reputable hospitals and health centers nationwide.
- Access to strategic, large-scale key technology projects.
- The opportunity to work in a professional technology environment that brings together scientists, experts and engineers from leading technology companies in Vietnam and worldwide.
- Free learning resources on Udemy, Coursera and O'Reilly; internal workshops; certification sponsorship; and special mentorship programs from the Group's and Company's leadership.
- The chance to join the Group's technology clubs and internal tech events to learn and turn personal projects and ideas into reality.
- Training programs to become an "Internal Trainer" and share expertise, with special benefits.
- 12 annual leave days, plus public holidays and Tết as regulated by law.
Working Hours
- 05 official working days at the office (Monday – Friday).
- 02 remote working days per month on Saturdays on a rotating schedule.
- Flexible working hours with check-in window from 08:30 – 09:30.
- Proactively manage time to complete 08 working hours/day.
Work Location
- Technopark Building, Hanoi
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