Manager, IT Operations (Incident & Problem Management)
Full time
at Fusion Bank Limited
in
Hong Kong
Posted on May 8, 2024
Job details
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
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