About the Role
- BiPlus is looking for an experienced Tech Lead to lead the Technical Operations team within our eCommerce Operations Centre of Excellence (CoE), supporting a major international client.
- The project focuses on operating and supporting a large-scale, multi-country eCommerce platform built on SAP Commerce Cloud (Hybris) and its integrated systems, serving eight markets across Southeast Asia and Oceania.
- This is a hands-on technical leadership role requiring deep SAP Hybris expertise, strong production support experience, and proven ability to lead technical teams in complex enterprise environments. You will be responsible for technical service delivery, production stability, incident management, team performance, and SLA compliance.
Key Responsibilities
- Technical Leadership & Team Management: Lead and manage the Technical Operations team through two Tech Sub-Leads, overseeing resource allocation, performance management, technical coaching, capability development, and on-call rotations.
- SAP Hybris Technical Operations: Oversee production support activities, including order management, stuck orders, payment issues, cancellations, returns, system defects, integrations, automation, and production data reporting.
- Technical Troubleshooting & Problem Solving: Provide expert-level technical support for SAP Hybris, including Backoffice, HAC, ImpEx, Groovy scripts, FlexibleSearch, cronjobs, logs, and system integrations.
- Incident & Problem Management: Lead the investigation and resolution of critical production incidents, coordinate root cause analysis (RCA), implement corrective actions, and prevent recurring technical issues.
- Production Change & Release Management: Review high-risk technical changes, ensure proper testing, technical validation, approval, and rollback planning before production deployment.
- Service Delivery & SLA Management: Manage technical support priorities, monitor SLA performance, coordinate workloads, and ensure timely resolution of technical requests across eight markets.
- Cross-functional Collaboration & Escalation: Work closely with the Merchandising Lead, QA Lead, Service Delivery Manager, and international technical teams to resolve complex issues, coordinate system enhancements, and manage escalations to Samsung L2/L3 support.
- Process Improvement & Knowledge Management: Develop and maintain technical runbooks, troubleshooting procedures, automation scripts, and knowledge-sharing practices to continuously improve operational efficiency and platform reliability.
Requirements
- Experience: At least 7 years of experience in Software Development, Technical Support, or Production Operations, including proven experience leading technical teams in large-scale enterprise environments.
- SAP Hybris Expertise: Strong hands-on experience with SAP Commerce Cloud (Hybris) is required, including development, production support, troubleshooting, and system maintenance.
- Technical Skills: Deep expertise in Java, SAP Hybris Backoffice, HAC, ImpEx, Groovy, FlexibleSearch, cronjobs, system logs, and debugging. Strong understanding of APIs, middleware integrations, and eCommerce system architecture.
- eCommerce Knowledge: Solid understanding of end-to-end eCommerce processes, including order management, payment processing, checkout, cancellations, returns, and integrations with external systems.
- Production Support & Incident Management: Proven experience in production troubleshooting, incident management, root cause analysis (RCA), change control, deployment validation, and rollback procedures.
- Operations & SLA Management: Experience managing technical support operations, SLA commitments, ticket prioritization, escalations, and on-call support in a production environment.
- Leadership & Management Skills: Strong technical leadership, analytical thinking, problem-solving, decision-making, and ability to mentor engineers and manage multiple technical priorities.
- Tools: Proficiency in Jira, Confluence, and production monitoring or troubleshooting tools. SAP Commerce certification is an advantage.
- English Communication: Fluent written and spoken English, with the ability to communicate confidently and professionally with international clients, regional headquarters, and senior technical stakeholders.
- Experience working with multinational corporations, global enterprise clients, or multi-market eCommerce platforms is highly preferred.
- Willingness to work onsite in Hanoi, participate in on-call rotations, and support critical production incidents, major releases, and occasional weekend activities.
Compensation & Benefits
- Salary: up to VND 70 million/month, with 15 months of salary per year.
- Shift Allowance: Additional allowances for shift-based work.
- Salary Review: Annual performance evaluations and salary reviews.
- Health & Statutory Benefits: Annual health check-ups, social insurance, and public holidays in accordance with Vietnamese labor laws.
- Global Projects: Opportunities to work on large-scale projects for leading international clients and global enterprises.
- Technical Challenges: Exposure to enterprise-scale systems and opportunities to solve complex technical and business challenges.
- Agile Working Environment: Work in autonomous, flexible, and high-performing Scrum teams following Agile/Scrum methodologies.
- Company Culture: Enjoy a young, dynamic, open, collaborative, and international working environment.
Working Location
- BiPlus Hanoi Office: Floors 6, 85 Tran Thai Tong Street, Cau Giay District, Hanoi, Vietnam.
Working Hours
- Monday to Friday, plus 2 Saturdays per month, following the project’s shift-based work schedule.
Application Contact
- Ms. Luyen – BiPlus Recruitment Team
- Email: [email protected]
- Phone: 0969 059 356 (Zalo, WhatsApp)
