DevOps Engineer - Remote

● Monitor production systems and alerts during the assigned support window.

● Acknowledge alerts and incidents within the agreed SLA.

● Assess and classify incident severity (P1/P2/P3/P4).

● Perform first-line diagnosis using logs, monitoring tools and documented runbooks.

● Execute standard L1/L2 recovery actions, including:

- Service/application restart

- Cache or queue clearing

- Approved configuration changes

- Rollback to the last known good release

- Documented data fixes

- Basic scaling actions where covered by runbook

● Troubleshoot Website and WebHub production issues across applications, APIs and integrations.

● Investigate third-party integration issues and coordinate with vendors such as payment, ERP or

SaaS providers where required.

● Support deployment and rollback activities according to the approved release process.

● Escalate infrastructure or complex recovery issues to the Senior DevOps.

● Escalate code-level issues to the Tech Lead / Development Team.

● Maintain ownership of the incident through L1/L2 until it is resolved or formally handed over.

● Provide clear and timely incident updates to the relevant stakeholders.

● Create and maintain Jira incident tickets, including actions taken, status and time spent.

● Keep runbooks and support documentation up to date based on incidents and operational

learnings.

● Participate in handover, shadow support, deployment rehearsal and rollback rehearsal activities.

● Follow production access, MFA, least-privilege and security requirements at all times.

● Support weekend, public-holiday and/or on-call coverage according to the agreed roster.

● Works per shift assignment (day or night shift). Example: 4:00 – 14:00 & 14:00 – 24:00

● 9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the

manager)

● Includes holiday and Tet shifts as assigned

● Any shift or schedule changes will be notified by the department head

● Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

● Experience: · 2–4+ years of experience in Application Support, Production Support, Technical

Operations, NOC/SRE support or similar.

● Technical:

- Experience supporting live web or eCommerce applications in production.

- Good troubleshooting skills across web applications, APIs, integrations and backend services.

- Comfortable reading application/system logs and using monitoring/alerting tools.

- Experience following and executing operational runbooks independently.

- Able to perform standard L1/L2 support actions such as restart, cache/queue clearing, rollback

and configuration changes.

- Basic knowledge of: Cloud infrastructure; DNS and SSL/certificates; Web servers and load

balancing; CI/CD and deployment processes; APIs and third-party integrations

- Nice to have: Experience with Magento, Next.js, Vue.js or similar web technologies is preferred

- Familiarity with Jira or similar ticket-management tools.

- Good written and spoken English, particularly for incident updates and escalation

● Work Requirements & Availability

- Strong SLA discipline and ability to work calmly during P1/P2 incidents.

- Able to work independently during after-hours shifts and make appropriate escalation decisions.

- Available for the required shift/on-call/weekend/public-holiday roster.

• Receive 100% salary from the onboarding date.

• Participate in company activities: Teambuilding, travel, vacation and other activities.

• Work with large and advanced systems, have the opportunity to develop comprehensive technology skills with complex problems, requiring high accuracy.