Application Management Service (AMS) Expert

About us
A subsidiary of the FPT Group, FPT Software is known as a leading global information technology service provider headquartered in Vietnam. With over 30,000 employees working in 83 offices across 30 countries on five continents, FPT Software consistently delivers the best solutions to more than 1000 clients, including 100 Fortune 500 companies. Placing human resources as the cornerstone of its achievements, employee experience is our top priority in continually creating an innovative, open, and enjoyable work environment for every member.
In 2023, FPT Software officially made its mark on the global billion-dollar company list. This is evidence of the talent and efforts of multiple generations of employees at FPT Software.
Why not explore your potential and embark on a brilliant journey with us?
Job Summary
• The AMS Expert will be responsible for managing, maintaining, and supporting the enterprise applications used within the organization or for its clients. This includes ensuring application performance, managing incidents, overseeing enhancements, and coordinating upgrades while ensuring compliance with service level agreements (SLAs). The AMS Expert will work closely with cross-functional teams, including developers, infrastructure teams, and external vendors, to provide high-quality application services.
Responsibilities
Application Support and Maintenance:
• Provide Level 2/Level 3 support for critical applications, ensuring minimal downtime and business disruption.
• Manage incident resolution, root cause analysis, and implement fixes to prevent recurrence.
• Conduct regular health checks, performance monitoring, and optimizations for applications.
• Coordinate with development teams for application enhancements, bug fixes, and new feature releases.
• Manage user access control and application security.
Incident and Problem Management:
• Manage and resolve application-related incidents within defined SLAs.
• Proactively identify potential issues, perform root cause analysis, and implement preventive measures.
• Liaise with internal teams, vendors, and clients to resolve complex technical issues.
Application Lifecycle Management:
• Oversee the lifecycle of enterprise applications, from initial deployment to decommissioning.
• Plan and manage application upgrades, patches, and migrations.
• Ensure compliance with all regulatory requirements and internal policies.
Service Continuity and Disaster Recovery:
• Develop and implement disaster recovery strategies for critical applications.
• Ensure proper documentation of procedures and knowledge transfer to support teams.
Collaboration and Communication:
• Act as the primary point of contact for AMS-related issues with clients or internal business units.
• Work closely with development, infrastructure, and project management teams to ensure the smooth operation of applications.
• Communicate effectively with non-technical stakeholders to provide status updates and explain technical issues in a clear manner.
SLA and Performance Monitoring:
• Ensure adherence to SLAs for application performance, availability, and support.
• Generate and present reports on application performance, incidents, and resolutions to senior management.

• “FPT care” health insurance provided by Petrolimex (PJICO) and is exclusive for FPT employees.
• Annual Summer Vacation: follows company’s policy and starts from May every year
• Salary review: 1 time per year
• International, dynamic, friendly working environment
• Annual leave, working conditions follow Vietnam labor laws.
• Other allowances: lunch allowance, working on-site allowance, etc.

Education:
• Bachelor’s degree in Computer Science, Information Technology, or related field.
Experience:
• 10+ years of experience, in which 5+ years of experience in application management, technical support, or a similar role.
• Experience with AMS tools and platforms (e.g., ServiceNow, JIRA, PagerDuty).
• Strong understanding of ITIL processes and standards, with ITIL certification preferred.
• Proven experience in managing enterprise-level applications (e.g., ERP, CRM, or custom-built systems).
Skills:
• Strong problem-solving skills and the ability to troubleshoot complex issues.
• Familiarity with cloud platforms (e.g., AWS, Azure) and modern application architecture (e.g., microservices).
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced environment, manage multiple tasks, and meet deadlines.
• Experience with database management (SQL, Oracle) and scripting languages (e.g., Python, Shell) is a plus.
Preferred Certifications:
• ITIL Foundation/Practitioner
• Relevant application-specific certifications (e.g., SAP, Salesforce, Oracle), Knowledgeable of any Cloud like AWS, Azure