AI Delivery – AI Service Operation Manager

Top Benefits

• Working in the most advanced technology field today: AI, a field that has been greatly invested by FPT in the past 10 years and the most trending now.
• Innovative, open, dynamic and friendly working environment
• Gain a thorough understanding of the big picture of AI in Vietnam and Asia through different fields.
• FPT Premium Care package
• Activities and culture with FCI and FPT Corporation
• Sponsor-related courses and certifications

General Responsibilities

Overall: Manage and operate AI services, including Voicebot, Chatbot, eKYC, and OCR, along with Service Desk (L1, L2), ensuring service quality, system performance, and customer satisfaction.

1. AI Service Management

• Ensure the stable, efficient operation of AI services (Voicebot, Chatbot, eKYC, and OCR) that meet customer requirements.
• Monitor, analyze, and improve system performance.

2. Service Desk Management (L1, L2)

• Manage and coordinate the activities of the L1 and L2 Service Desk teams to handle customer requests and incidents effectively.
• Ensure that issues are resolved promptly, following standards and procedures.

3. Maintenance and Operations

• Plan and execute regular maintenance activities for AI services.
• Handle incidents and troubleshoot errors quickly to ensure uninterrupted service.

4. Development and Improvement

• Collaborate with development teams to update and upgrade AI services.
• Evaluate and propose improvements to optimize service performance and functionality.

5. Team Management

• Build, develop, and manage a team of engineers and specialists, including the L1 and L2 Service Desk teams.
• Train and support staff to enhance their skills and work performance.

6. Customer Relations

• Work closely with customers to understand their needs and feedback, ensuring services meet their requirements.
• Resolve customer issues, complaints, and requests promptly and effectively.

7. Reporting and Analysis

• Prepare regular reports on the operational status, performance, and issues related to services.
• Use data and analysis to make strategic decisions and service improvements.

Professional Effectiveness/ Soft skills

• Bachelor degree in Information Technology, Computer Science, Software Engineering, or related fields.
• At least 3 years of experience in the IT field, with a minimum of 1 year in a team lead or higher position.
• Direct experience with Voicebot, Chatbot, eKYC, and OCR services is an advantage.
• Experience in managing and operating a Service Desk (L1, L2).
• Experience in IT service deployment. Having an ITIL certification is an advantage.
• Knowledge of AI technologies and platforms.
• Leadership and team management skills.
• Problem-solving and decision-making skills.
• Good communication and customer relations skills.
• Ability to analyze data and prepare reports.
• Responsible, proactive, and strategically minded.
• Ability to work under pressure and manage time effectively.
• Cooperative spirit and strong teamwork skills.
• Proficient in both English and Vietnamese.

Working Environment

• Working Location:
  • Site Hanoi: 7th Floor, FPT Tower, no. 10 Pham Van Bach Street, Dich Vong ward, Cau Giay district, Hanoi
  • Site HCMC: 3rd floor, PJICO Tower, no. 186 Dien Bien Phu, Ward 6, District 3, HCMC
• Working hours:
  • 8h30 AM – 12h00 PM
  • 1h00 PM – 5h30 PM

Contact Person

Pham Thi Ha My (Ms.) – Talent Acquisition Leader
Email: [email protected]
Phone: 0962456194
FPT Smart Cloud (FCI) Co., LTD
Address: 7th Floor, FPT Tower, No. 10 Pham Van Bach, Cau Giay Dist, Hanoi
Websites: FPT Cloud | FPT AI