Senior Production Support Engineer

NAB Innovation Centre Vietnam

The Hallmark, 15 Tran Bach Dang, An Khanh Ward, An Khanh, Ho Chi Minh

Hybrid

Posted 3 days ago

Skills:

Job Expertise:

Job Domain:

IT Services and IT Consulting

Network and Infrastructure

Software Development Outsourcing

Software Products and Web Services

Top 3 reasons to join us

Strong production support capability across mobile and web digital channels, with a focus on stability, performance, and customer experience.
Proficiency in incident management, problem management, and root cause analysis (RCA) in complex, high‑availability environments.
On-call support: participate in an on-call roster and provide out-of-hours incident support when required.
Ability to triage and resolve production issues rapidly, balancing urgency with risk control in customer‑facing platforms.
Experience with monitoring, alerting, and observability tools to proactively identify issues and performance degradation.
Technical verification test (TVT) and Business verification test (BVT) for Production Release: query application logs to see if there are any errors or unusual activities post deployment (compare to pre-deployment).
Solid understanding of end‑to‑end digital architecture, including APIs, microservices, middleware, and front‑end integrations.
Capability to work across multiple White Label (WL) partners, managing dependencies, integrations, and partner-specific nuances.
Operational excellence: improve monitoring/alerting, dashboards, and runbooks; proactively reduce operational risk.
Coordinate fixes with development team.
Focus on continuous improvement, including automation of repetitive support tasks, reduction of recurring incidents, and operational efficiency uplift.
AI & automation mindset highly regarded, with the ability to leverage AI tool

+3 years' working experience in production support, application support, incident management, SRE, or similar role on Digital platforms.
Experience supporting mobile applications (iOS/Android) and web applications in a live production environment.
Hands-on experience managing major incidents, Sev1/Sev2 issues, and driving resolution within SLA timeframes.
Experience with log analysis, monitoring tools, and incident tracking systems (e.g., Splunk, Open Search, AppDynamic, Grafana, ServiceNow or equivalent).
Strong knowledge in React Native or React JS front-end highly regards
Strong knowledge in Java microservices and micro-frontend servers (BFFs) and Cloude based environment (AWS, Azure, Akamai, Cloudflare)
Excellent English communication skills (both verbal & written), and problem-solving and analytical skills.
Demonstrated experience in conducting post-incident reviews and implementing preventative measures.
Experience supporting high-volume, customer-critical digital channels with a strong focus on uptime and reliability.
Exposure to AI-enabled tools or platforms is highly regarded