Incident and Change Management Engineer
NTT Ltd.
Hong Kong

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?A professional who is responsible to perform incident and change management for DC Services.

Support to provide continuous recommendation to improve the effectiveness and efficiency of ICM related process. Support to manage and maintain the document related to ICM policy, process and procedure.

Coordinate with ICM Regional Support Team for global / regional policy and standard deployment and develop / update the template / process / procedure accordingly.

Working at NTT General Provide continuous recommendation to improve the effective and efficient operation process Manage and maintain document library of policy, process and procedure to ensure management and distribution in a proper way Manage and maintain quality management framework for process and system development According to Group policy and standard deployment to develop / update the template / process / procedure for APAC Integrated Services.

Incident Management Ensure the incident management framework including Categorization, Classification, Escalation, Remediation, Preventive & Report Distribution is in place for DC Services.

Review the incident sequence, root cause, remedial action & preventative measure to provide constructive suggestion to ensure the preventive and qualified follow-up action in place and on track.

Host the Incident Review Board (IRB) meeting for major incident review, follow-up and sharing. Coordinate with Problem Management Team to manage and maintain the incident / problem inventory for categorization and correlation analysis to reduce and minimize the failure rate.

Support to DC Operations and SDM on preparing customized incident report for hyperscale customers. Change Management Ensure the change management framework including Implementation Plan, Fallback Plan, Impact Analysis, Risk Assessment, Approval, Post Review & Closure is in place for DC Services.

Responsible to review the schedule, execution plan, impact & risk assessment to balance the impact from both customer and operation prospective.

Host the Change Advisor Board (CAB) meeting for major change review and approval. Responsible to develop the communication pack to internal parties and external customers for major change.

Support to DC Operations and SDM on customized change request from hyperscale customers. KPI / SLA Management Perform as per department / team and individual KPI Ensure SLA achievement What will make you a good fit for the role?

Minimum Bachelor's Degree of Building Services Engineering / Electrical Engineering / Mechanical Engineering or related discipline.

Professional certificates in CDCP, ITILv4, CCNA is preferred. In-depth knowledge of industrial operation standard / best practice for DC facilities, network & IT infrastructure.

Knowledge in risk assessment and incident & change management. Able to work under pressure and handle multi-tasks with ease.

Strong analytical and problem-solving skills. Good communication and inter-personal skills. Good command in written and spoken English.

Minimum 4 years of solid experience in E&M / FM industries.


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