AI Delivery – AI Service Operation Manager

FPT Corporation has been the No. 1 ICT Corporation in Vietnam for more than 36 years, pioneering in digital transformation by offering advanced technology services and solutions across 30 countries and regions with more than 80,000 global talents.

As a subsidiary of FPT Corporation, FPT Smart Cloud is a world-class AI and Cloud provider with the mission to accelerate digital transformation for business through agility and innovation, aiming to create breakthroughs in operations with first-rate services. We are also a trusted tech firm with more than 3,000 major global customers in the fields of finance, banking, retail…

• Customized to specific need: Providing cloud-based products and solutions customized to each industry.
• All-in-one Platform: Consolidating FPT Smart Cloud technology and diverse business solutions all in one platform
• Local market leadership: Outstanding Cloud and AI technology infrastructure and platform to help local businesses grow their products and services online.
• Deliver the future: Help customers achieve business outcomes faster by integrating world-class processes and technology.
• Be a world-class service provider with the GPU service provided by FPT AI Factory in Vietnam and in Japan.

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: Mypth3@fpt.com
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