This position will be contracted through Bosch’s external vendor under a one-year agreement.

A Senior IT Operations & Support Lead for a global software product is a leadership role responsible for the stability, scalability, and continuous improvement of IT services that power the product globally.

The primary goal is to bridge the gap between development and operations, ensuring that the software product is delivered reliably to customers worldwide while managing global infrastructure, vendor relationships, and cross-functional teams.

Key Responsibilities

• Oversee Operations & Support: Define and manage global **Service Level Agreements (SLAs)**and Operational Level Agreements (OLAs) to ensure high product availability and performance.
• Global Incident & Problem Management: Act as the ultimate escalation point for critical incidents, overseeing root cause analysis and implementing preventive measures.
• Change & Governance: Lead the Change Advisory Board (CAB) to govern technical changes, ensuring minimal disruption during global product updates.
• Strategic Infrastructure Planning: Design and manage the roadmap for cloud-based (AWS, Azure, Google Cloud) and hybrid infrastructures to support product growth.
• Supplier Relations: Manage internal service providers (SaaS, IaaS) deliverables and oversee operational expenditure (Op Ex).
• Team Management: Mentor and lead distributed, and multicultural teams of system administrators, SREs, and support specialists.
• Continuous Service Improvement (CSI): Drive initiatives to automate repetitive tasks and optimize operational costs (often targeting ~10% YoY efficiency gains).

Education & Experience

• Education: Bachelor’s degree in Computer Science, IT, or a related field; a Master’s degree is highly preferred.
• Experience: Minimum of10+ years in IT operations, with at least5 years in a managerial role, specifically within a global software or technology environment.

Core Technical Skills

• Frameworks: Expert knowledge of ITIL v4 (Expert/Master level), COBIT, or ISO/IEC 20000.
• Cloud & DevOps: Deep proficiency in cloud platform operations and modern practices like DevOps, SRE, and AIOps.
• Monitoring Tools: Experience with enterprise-level monitoring (e.g., Solar Winds, Splunk, Prometheus) and ITSM tools (e.g.,Service Now, Jira Service Management).
• Compliance: Strong understanding of global data regulations (GDPR, SOC2) and security best practices (CISSP).

Soft Skills

• Stakeholder Management: Ability to communicate complex technical strategies to non-technical stakeholders.
• Crisis Management: Maintaining a professional demeanor and decisive leadership during high-pressure system outages.
• Strategic Vision: Ability to align IT operations with long-term global business objectives.

This position will be contracted through Bosch’s external vendor under a one-year agreement.

**The Bosch Group is a leading global supplier of technology and services. Since the beginning of 2013, its operations have been divided into four business sectors: Automotive Technology, Industrial Technology, Consumer Goods, and Energy and Building Technology.

The Bosch Group comprises Robert Bosch GmbH and its roughly 360 subsidiaries and regional companies in some 50 countries. If its sales and service partners are included, then Bosch is represented in roughly 150 countries. This worldwide development, manufacturing, and sales network is the foundation for further growth.

***Bosch Global Software Technologies Company Limited (BGSV)**is 100% owned subsidiary of Robert Bosch GmbH - one of the world’s leading global suppliers of technology and services, offering end-to-end Engineering, IT, and Business Solutions. *

*Starting its operation from 2010 at Etown 2 in HCMC, BGSV is the first software development center of Bosch in Southeast Asia. BGSV nowadays have over 4,000 associates, with a global footprint and presence in the US, Europe, and the Asia Pacific region. *

With our unique ability to offer end-to-end solutions that connect sensors, software, and services, we enable businesses to move from the traditional to digital or improve businesses by introducing a digital element in their products and processes.