The Position:
We are seeking an IT Operations Director to join our IT team in Vietnam. You will be overseeing the delivery of technical support and service management across our global operations and enterprise applications, this role will involve integrating data from key enterprise applications like CRM, Finance, Jira, Confluence, and more to streamline operations and enable data-driven decision-making across the organization. You will play a dual role as both a hands-on contributor (player) and a team leader (coach), driving the success of our enterprise application landscape and global service desk. You will work closely with various departments and stakeholders, contributing to projects, resolving complex technical issues, and ensuring the smooth operation of our IT services. This position offers the chance to collaborate with IT leaders, gain exposure to the strategic and technical aspects of service management, and play a key role in supporting an organization that protects the world's critical infrastructure.
What You Will Be Doing:

• Data Lake Management: Design, build, and maintain an internal data lake that integrates data from various enterprise applications such as CRM, Finance, Jira, and Confluence.

• Data Integration: Lead the development of data pipelines, ensuring seamless data flow between systems and enabling real-time analytics.

• Application Management: Oversee the administration and optimization of key enterprise applications, ensuring they meet business needs and are scalable for future growth.

• Engage and collaborate with various departments and stakeholders to ensure alignment and understanding of service desk objectives and deliverables.

• Support a team of analysts with diverse experience in Cybersecurity, Cloud Operations, and Service Desk functions, ensuring they have the tools and knowledge needed to excel.

• Report on service desk metrics, including request handling and team performance KPIs, to drive continuous improvement and accountability.

• Develop and implement comprehensive training programs to enhance both technical skills and soft skills, fostering a culture of professional growth and continuous learning within the team.

• Act as the primary escalation point for team members, addressing and resolving complex issues to maintain seamless operations and high service quality.

• Manage inventory records and documentation for IT equipment, ensuring accuracy and availability.

• Maintain effective communication across shifts to ensure continuity of service, knowledge sharing, and consistent information flow.

• Security and Compliance: Ensure that all data and enterprise applications adhere to cybersecurity best practices and regulatory requirements.

What We Need from You:

• 7+ years of experience in enterprise applications management, including hands-on experience with CRM, finance systems, Jira, Confluence, and other business-critical applications.

• Proven track record in building and maintaining data lakes or large-scale data integration projects.

• Strong expertise in data integration, ETL processes, and building data pipelines.

• Proficiency with relevant tools and technologies (e.g., Python, SQL, API integrations, data warehousing solutions).

• Familiarity with cloud platforms (e.g., AWS, Azure, GCP) for data storage and processing.

• Ability to manage and mentor a team of IT and data professionals.

• Strong project management skills with the ability to balance both strategic oversight and hands-on execution.

• Deep understanding of IT Service Management (ITSM) best practices and industry standards, with the ability to set and execute a strategic vision for the service desk.

• Technical proficiency in Power Shell scripting, with the ability to automate and streamline service desk operations.

• Exceptional communication skills, with the ability to influence and persuade stakeholders at all levels, advocating for the service desk's needs and accomplishments.

• Critical thinking and adaptability, with the ability to assess systems and processes and make necessary adjustments to improve efficiency and effectiveness.
• Effective time management and strong leadership traits