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Business Analyst - Incident Managment

Full-time

Posted 

Technical Skills

  • Change Management
  • Disaster Recovery Planning
  • Process Improvement

Job Description

Business Analyst - Incident Managment

Location: HONG KONG

  • Initiate and lead Incident Management calls, gathering required resources to remediate the issue as quickly as possible
  • Provide business impact updates to stakeholders and leadership as required 
  • Capture Incident details and update all necessary tools and documents
  • Provide required notifications and updates on all Business Critical Incidents within established service levels
  • Participate in Post Mortem meetings and work with Problem and Change Managers to drive technical teams to define root cause
  • Coordinate with support leaders and technical experts to ensure swift resolution of incidents
  • Ensure that Incident Management KPIs are recorded and their targets met
  • Ensure that the detection, initial diagnosis and prioritization of all incidents is effectively and consistently applied
  • Ensure accurate root cause of incidents is captured and appropriate preventive actions are identified and tracked
  • Make recommendations for service process improvement plan
  • Work closely with Change Management leaders on major incidents to correlate them to requested changes
  • Chairing the incident and problem review meetings
  • Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
  • Identify potential problems and/or increasing trend of repetitive Incidents

Qualifications

  • Graduate degree
  • Operational experience within a mission critical environment
  • Understanding of Service Level Agreements and their application
  • Good analytical skills, structured and methodical approach
  • Ability to work independently and make decisions where necessary
  • Excellent English communication skills (written and oral)
  • Experience interacting with all levels of management
  • Experience participating in Incident Post Mortems and/or Root Case Analysis investigation
  • Experience creating and improving processes (Primarily Incident Management)
Employment TypeFull-time
Education LevelBachelor
LanguageEnglish
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station