Job Description:
- Initiate and lead major incident bridge calls to ensure timely resolution of priority incidents within agreed service level agreements.
- Work closely with technical teams, business users, and stakeholders to drive incident resolution and root cause analysis.
- Develop and track improvement action plans based on root cause analysis, and actively drive IT stability improvements.
- Analyze incident trends to identify repeat incidents and determine where problem-solving efforts should be applied.
- Coordinate change-related priority incidents to ensure that the incident is resolved within the agreed-upon service levels, and work closely with the Change Management team to ensure high availability and quick maintainability of services.
Job Requirements:
- University degree or equivalent qualification
- 5+ years of experience in IT incident and problem management within the banking or financial services industry.
- Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
- Excellent communication and stakeholder management skills, with the ability to lead and facilitate cross-functional teams.
- Experience with ITIL incident and problem management frameworks, as well as change management and service delivery processes.
- Excellent communication and interpersonal skills.
- Excellent command of both spoken and written Chinese and English.
Languages
Fluent in Cantonese, English and Mandarin