Incident Manager

Reports to: Head of Service Management Centre Job Description : This role is the single point of contact to facilitate, develop, enhance, and maintain the overall Incident Management process that is compliant with ITIL, and works with other team leads when process deficiencies or improvements are identified. Responsibilities:

• Expert knowledge in Incident management process, procedures, and standard operating work.
• Intermediate level of knowledge on managing incidents related to Information Technology for Infrastructure, Security, and Application.
• Intermediate level of knowledge on Microsoft Office (Excel, PowerPoint, and Word).
• Intermediate level of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (e.g., ServiceNow, Opentext, etc.).
• Excellent communication skills in Cantonese, English, and Mandarin.
• Demonstrated ability to lead others in understanding, accepting, and managing quality of work in the role.
• Demonstrated ability to drive and implement new improvements/changes to enhance productivity in the role.
• Demonstrated ability to make optimal decisions through accountability, judgment, problem-solving, prudent risk-taking, market/industry awareness, and maintaining customer focus.
• Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence, and customer relationship management with all levels of staff and customers.
• Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders.
• Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, and customer service.
• Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements, and deepen existing ones.
• Prepare reporting as part of deliverables to the customer.
• Ensure existing and future documentation processes, SOPs, and manuals are compliant with the company ISO standard.
• Participate and provide assistance for audit, ISO, and general compliance and assurance activities.
• Ability to work in shifts as per roster or on-call basis in a 24x7 operating environment.

• ITIL Foundation v4
• ITIL Specialist v4 certification

• Diploma/Degree holder in Computer Engineering/Information Technology or related disciplines.
• 3-4 years of experience in Incident management.
• Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be an added advantage.
• Experience in Infrastructure, Security, and Application IT domains.
• Good problem-solving skills, background analytics, proactive attitude, and focus on excellent customer service/support.
• Driven and able to multi-task, with strong time management skills and a strong team player.
• Required Language(s): Cantonese, English, Mandarin .
• Willing to work on shift rotations and standby.