Incident Manager in The Career Works Hong Kong, Hong Kong SAR

Website The Career Works

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Our client a leading commercial bank is looking for Incident Manager

  • Facilitate resolution of all incidents through effective communication across multiple teams and BU/SUs
  • Quickly assess the technical complexity, priority and impact of the service outage that may potentially cause business and operational impact (e.g. customer, regulatory, financial)
  • Notify, escalate and communicate to all stakeholders including senior management on the status of major outage
  • Help coordinate the investigations and drive the major incidents to resolution and remediation (This may require 7 x 24 support on standby mode)
  • Ensure major incidents are resolved according to SLA/timeline, and on time escalation to management
  • Be actively involved and ensure the quality of root cause analysis of major incidents and the timely completion of mitigation actions and risk remediation matters
  • Manage the lifecycle of all problems in relation with IT Incidents
  • Compile internal reports of IT Incidents/Problems and perform trend analysis of Core Banking Services for an improvement actions.
  • Analyze IT problem trends and implement strategy and plans to prevent recurrence of IT Incidents
  • Provide support during pre-audit, audit and post-audit activities
  • Strengthen and manage IT Business Continuity mechanism and process to ensure stability and continuity of services during disaster situation.
  • Make recommendation to ITG management on how to improve ITG overall control environment

Requirements

  • Strong knowledge in Technology domains such as IT operations, IT Service Management, Incident and Problem management.
  • Excellent written and verbal communication skills with the ability to effectively tailor communication of technical issues to business users.
  • Strong collaboration skills and willing to develop a strong network
  • Good organization and multitasking skills with the ability to keep up the pace during major outage.
  • Thorough knowledge in Tech Risk Management, ITIL, COBIT would be advantage
  • Analytical Thinking & Problem Solving: analyze problems, identify root causes; probe for further information
  • Action planning: Develop detailed action plans; project into the future and plan activities in advance; coordinate own/others’ time, resources, workload
  • Creativity & Innovation: Analyze issues from different perspectives, recommend new, creative ways to solve problems
  • Detail-oriented and sensitive to service.
  • He/ She delegates to assign complex tasks, give detailed instructions, help teammates coordinate work
  • Communication: Express complex ideas succinctly and persuasively
  • Managing Conflict: Recognize potential sources of conflicts, work with various parties to calmly analyze the issues, and work through together to compromiseesolution
  • Strong sense of teamwork
  • Good command of written and spoken English and Chinese (including Putonghua).
  • 8-10 years’ experience in IT domains which could encompass IT Operations & Service Management, especially in Incident & Problem Management.
  • Good experience in formulating IT processes and procedures.
  • Banking Service Management/ Operations experience is a definite advantage
  • Operational Risk Management experience is a definite advantage
  • Experience with incident management for application and infrastructure services in Banking / Finance sector
  • Graduates in Information Technology, Computer Science, or Business related degree. COBIT certified is an advantage.
  • ITIL certification is a definite advantage.

Please email your updated resume to [email protected]

Company: The Career Works

Vacancy Type: Full Time 

Job Location: Hong Kong, Hong Kong SAR

Application Deadline: N/A

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