[Shopee] IT Operations Associate

Service Operations & Request Management:

• Run the ITSM queue (incidents/requests) with strict SLA/OLA discipline; triage, prioritize, and escalate effectively.
• Execute JML (joiner/mover/leaver) and access provisioning per standard controls.
• Maintain the local Service Catalog and ensure runbooks/KBs are up-to-date and actually used.

Process Mapping & Continuous Improvement

• Map as-is processes (process maps, RACI), identify bottlenecks and risks, and maintain a prioritized gap backlog with owners and due dates.
• Lead Service Improvement Plans (SIP); embed PDCA/Lean practices; run operations reviews (weekly/monthly) with action tracking.

Incident / Problem / Change (ITIL)

• Coordinate end-to-end incident response to minimize MTTR and business impact; manage major incidents communication.
• Drive RCAs and preventive actions to cut repeat incidents.
• Execute approved changes (RFCs), align with CAB/change calendar, and manage site pilots/UAT and cutovers.

Governance, Compliance & Risk

• Enforce Corporate IT policies/standards; support internal/external audits and periodic access reviews.
• Keep evidence and artifacts (SOPs, logs, approvals) audit-ready.

Vendor & Asset Coordination

• Coordinate on-site/vendor work, SOW/SLA adherence, RMA/warranty, and scheduled maintenance.
• Keep asset and license records accurate (issues/returns, stock levels, reconciliation).

Site & Stakeholder Coverage

• Coordinate on-site coverage for offices and operational facilities (e.g., hubs/sortation centers), including after-hours windows when needed.
• Provide timely, non-technical service updates to business owners and ensure expectations are managed.

Reporting & Analytics

• Publish weekly/monthly ops packs: SLA/OLA, CSAT, MTTA/MTTR, repeat incidents, backlog aging, KB usage, asset accuracy.
• Build simple dashboards to spot trends and propose data-driven improvements.

• Diploma/Bachelor in Information Technology, Computer Science, or related.
• 2–3 years in IT Operations/IT Service Delivery within medium/large organizations; multi-site exposure (e-commerce, logistics, gaming, or fintech) is a plus.
• Working knowledge of ITSM/ITIL (Incident, Problem, Change, Request, Knowledge, Service Catalog).
• Process skills: process mapping (e.g., Visio/Miro), SOP/runbook authoring, KPI/SLA design, and continuous improvement.
• Tools: ITSM (e.g., ServiceNow or Jira Service Management), Confluence/Notion, Excel/Sheets (pivots/lookups). Basic scripting/automation or BI (e.g., Power BI/Looker Studio) is a plus.
• Strong stakeholder communication, vendor coordination, prioritization, and follow-through.
• Languages: Fluent Vietnamese; professional English (written & spoken).
• ITIL® 4 Foundation.
• Experience supporting operational facilities (e.g., logistics hubs, large office sites) and rollout/change windows.