SUN GROUP ★ 2.7

Working Location: Sun Ancora Tower, 03 Luong Yen, Hanoi (onsite)

About the Role

Sun Group is building a comprehensive digital business ecosystem across entertainment, hospitality, and aviation, powered by advanced platforms such as ticketing, booking, loyalty, API hubs, and digital distribution.

The Senior Digital Operations Specialist plays a critical role in ensuring stable operations, enabling digital business execution, and continuously improving service quality. This position acts as a Digital Operations Subject Matter Expert (SME), working at the intersection of technology, business units, and partners to support scalable and sustainable digital growth across the Group.

Job Summary

You will be the primary point of contact for daily digital operations and business support. The role focuses on monitoring platform performance, resolving operational issues, supporting business implementation on digital platforms, and identifying opportunities for process and operational improvement.

Success in this role requires a strong business mindset, service mindset, and the ability to collaborate effectively with cross-functional teams and external partners.

Key Responsibilities

· Monitor and ensure stable daily operations of digital platforms, including portals, APIs, Web/App, POS, ticketing, booking, loyalty, and payment systems.

· Ensure operational performance meets SLA/OLA commitments and service quality standards.

· Support system go-live activities, feature releases, and operational readiness for new digital solutions.

· Analyze digital workflows and operational processes to identify risks, gaps, and improvement opportunities.

· Design, standardize, and implement operational processes for new and existing digital platforms.

· Work closely with Business Units and Marketing teams to implement pricing, sales, and promotional policies on digital platforms.

· Provide onboarding, training, and operational support for internal users, partners, agents, and vendors.

· Collaborate with IT, product teams, and partners to handle incidents, perform root cause analysis (RCA), and implement preventive actions.

· Track operational data and prepare reports on system performance, incidents, SLA, and KPIs, providing actionable recommendations to management.

Qualifications & Experience

Must-Have

· Bachelor’s degree in Information Technology, Information Systems, Business Administration, Economics, or related fields.

· 3–5 years of experience in digital operations, platform operations, e-commerce, or digital business support.

· Solid understanding of digital business models, customer journeys, and revenue mechanisms.

· Strong analytical, problem-solving, and stakeholder coordination skills.

· Proficiency in English for business communication and documentation.

Nice-to-Have

· Experience in entertainment, hospitality, travel, or aviation industries.

· Knowledge of ticketing systems, booking platforms, loyalty programs, CRM, or payment gateways.

· Familiarity with API hubs, partner integration, B2B portals, or digital transformation projects.

· Business Analyst skills (requirements gathering, documentation, UAT support).

Skills & Competencies

· Strong understanding of digital operations and service management (SLA/OLA).

· Excellent communication, collaboration, and service-oriented mindset.

· Ability to analyze data, document processes, and drive continuous improvement.

· Familiarity with tools such as Jira, Confluence, CRM systems, Power BI, and Excel.

What We Offer

· Competitive compensation aligned with experience and performance.

· Opportunity to work on large-scale digital transformation initiatives across Sun Group.

· Dynamic, innovative working environment within one of Vietnam’s leading groups in tourism, hospitality, entertainment, and aviation.

· Clear career development paths toward Digital Operations Lead, Product Operations Manager, or Platform Owner roles.

· Attractive benefits package including comprehensive health insurance, annual health check-ups, and exclusive ecosystem privileges.