Application Delivery Assistant Manager

• Become a subject matter expert in select IT Products the IT department offers to the business and to consumers
• Be the point of contact in Vietnam for new products and large enhancement requests and work with the business and IT teams to understand the business case and cost of implementation to aid in the decision-making of Lead Product Owner
• Ensure that the development team is given the most valuable work available every sprint and drive delivery as needed
• Own the development and maintenance of the roadmap of the IT Products
• Prepare and groom user stories and acceptance criteria for development teams based on discussion and negotiation with the business

• Lead, mentor, and motivate a team of application support analysts, providing guidance, performance feedback, and professional development opportunities.
• Define and allocate team resources effectively to achieve departmental goals and service level agreements (SLAs).
• Conduct regular team meetings, and one-on-one coaching sessions.
• Foster a collaborative and positive team environment conducive to high performance.

• Ensure timely and effective resolution of application incidents, service requests, and problems.
• Manage the incident, problem, and change management processes related to applications.
• Monitor application performance and availability, proactively identifying and resolving potential issues.
• Develop and maintain comprehensive application documentation, knowledge base articles, and troubleshooting guides.
• Implement and enforce standard operating procedures (SOPs) for application support.
• Monitor and evaluate testing quality to ensure delivery quality
• Ensure adherence to ITIL best practices and relevant industry standards.

• Work with developers to ensure their solution design can satisfy user stories and acceptance criteria
• Ensure acceptance criteria and any other test conditions are met before concluding a story is complete
• Ensure that clear testing plans have been documented and executed before releasing software
• Work with the development team to ensure automated testing is baked into the solution
• Identify and document system deficiencies and recommended solutions

• Collaborate with other IT teams (e.g., development, infrastructure, security) to ensure seamless integration and support of applications.
• Communicate effectively with business stakeholders about application status, incidents, and planned maintenance.
• Manage escalation paths and ensure timely communication of critical issues to relevant stakeholders.

• Participate in the development and maintenance of disaster recovery and business continuity plans for critical applications.
• Assist with testing and validation of recovery procedures.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Maintain comprehensive documentation, including application configurations, incident logs, and support procedures.

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or related fields
• 3+ years of experience in IT application support, with at least 1 years in a managerial role
• Advanced in IT service management tools and frameworks, such as ITIL.
• Strong understanding of enterprise applications, databases, and integration.
• Experience with cloud platforms like AWS.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong leadership and interpersonal communication skills.
• Strong verbal and written (Vietnamese and English) communication skills
• General insurance industry background and knowledge is preferable but not required

About Us

Liberty Insurance Vietnam (LIV) is a 100% owned strategic business unit of Liberty Mutual Insurance Group. Headquartered in Boston, Liberty Mutual Insurance Group is a diversified global insurer and the fifth largest property and casualty insurer in the U.S based on 2022 gross written premium. It ranks 86th on the Fortune 100 list of largest corporations in the U.S. based on 2021 revenue. As of 31 December 2022, Liberty Mutual Insurance Group had US$50 billion in annual consolidated revenue.

Liberty Insurance Vietnam (LIV), a leading non-life insurance company, was one of the first insurers to come to Vietnam in 2003. Inheriting from the group’s expertise, LIV brings international standard products, contributing to improving life quality and better protection for the Vietnamese.

In 2023, Liberty Insurance is headquartered in Ho Chi Minh City, with 9 branches and offices in Ha Noi, Hai Phong, Thai Nguyen, Nghe An, Danang, Dong Nai, Can Tho, Binh Duong, and Hai Duong.

We employ over 50,000 people in 29 countries and economies around the world. Every role at Liberty Insurance is essential to our mission of helping people embrace today and confidently pursue tomorrow.

Join us and take the opportunity to advance your career.