Assistant Manager, Service Management

Job Responsibilities

• Manage Service Support functions and ensure the operations of Incident Management, Problem Management and Change Management are complying with the defined structure and process.

• Manage daily reported problems are attended properly and prioritize the submitted change requests.

• Monitor day-to-day operation in incident & problem and change, and ensure the efficient multi-workstream communication with stakeholders when major incident happens.

• Coordinate the regular incident & problem management review meetings with IT teams and drive the discussions on incidents resolutions to avoid reoccurrences and prevention to meet the service level.

• Review overall IT services to align with the corporate standard operation and document the processes to ensure the compliance of IT policies.

• Prepare material for conducting Change Approval Board (CAB) meeting for ensuring all changes are submitted on time for Management  team approval

• Compile incident report submission for major incidents, trend analysis report and monitor the progress of preventive measurement actions

Job Requirements

• Degree in Computer Studies, or related disciplines

• IT Certification in ITIL, PMP or related disciplines

• Minimum 8 years of working experience in Information Technology with at least 2 years in supervisory role of Incident and Problem Management, Change Management, Service Desk and Service Level Management

• Relevant work experience in Financial Industry

• Good communication skills and interpersonal skills

• Strong technical ability to identify and recommend solutions to address business needs

• Strong understanding of IT Infrastructure Library (ITIL) processes

• Excellent in problem solving, presentation and analytical skills

• Good command of both written and spoken English and Chinese