Manager, IT Operations (Incident & Problem Management)

To management unplanned interruption with an aim of restoring service as quickly as possible and minimize the adverse impact on business, and preventing recurrence. MAIN RESPONSIBILITIES

• Manage the lifecycle of IT incidents (from occurrence to closure)
• Assess the impact of IT incidents on the business, manage and quickly restore affected IT services
• Assess IT incidents from risk and compliance perspective and escalate to senior management as appropriate
• Compile internal reports of IT incidents
• Analyse IT incident trends and prevent recurrence of incidents in conjunction with problem management
• Open IT problem ticket for duplicate cases or individual cases, analyse the root cause and develop corrective actions
• Identify, document, categorize and prioritize IT problems
• Facilitate, drive root cause analysis and develop corrective actions
• Review and close IT problems
• Compile internal reports on IT problems
• Analyse IT problem trends and prevent recurrence of IT incidents

• Tertiary education in IT related disciplines
• Possess ITIL Foundation certificate, preferably with ITIL or ISO20000 professional qualifications

• At least 5 years of IT service experience in a financial institution
• At least 3-5 years of incident management and problem management experience
• Possess customer service and customer interaction skills and experience

• Ability to analyse, think independently and take action to solve production problems
• Good oral and written communication skills
• Proficient in Putonghua
• Willing to provide 7x24 on-call support
• Occasion travel to Shenzhen