Assistant Manager, Incident Management


IT Service Management

Act as Escalation point for incidentsresolution. Ensuring Business / Customer updates are timely and of sufficientquality, arranging discussions and updates as required.

Act as Escalation point for Servicerequest resolution. Ensuring Business / Customer updates are timely and ofsufficient quality, arranging discussions and updates as required.

Ensure that all modes of communicationare effectively used throughout the Major incident life cycle.

Build and Develop relationships fromboth a customer and technical point of view, driving global interaction withstakeholders and partners

Help business understand how to adjustto anticipated technology or product changes

Effective Monitor, control and supportservice delivery ensure system methodologies and procedures are followed.

Review and analyze all planned changes,to mitigate any potential impact to business services.

Review change impact and "pushback / reject" when risk levels exceed

Participated in Change Advisory Boards(CAB)

Provide support and input for CSIPContinuous Improvement plan) and Service Transition activity

Timesheetto be completed, as per agreed timeline.

IT Support and Maintenance Management

Ensure all incidentsgenerated problems are managed and resolved within predefined SLAs

Continuous review and improveoperations process to avoid potential incidents

Arrange regular preventivemaintenance to mitigate know operation issues

IT Finance and Governance

Establish and enforce ITGovernance for all IT process and business touchpoints


Educationalrequirement and qualifications

Universitydegree in Information Technology or related fields

ITIL V3 Certification in ServiceManagement


More than 5 years of working experience in IT withover 3 years working in IT Service Management

Extensive experience in IT Production Control

Solid experience in Quality Management, including metrics capture anddashboard reporting

Solid Experience in working with off-shoreservice providers to deliver significant portion of daily work from India,Malaysia, Singapore, Philippines and China

Skills and Attributes

Good Communication and Interpersonal Skills

Willing and able to work long hours and on-call forhigh severity Incident escalation


Fluent in English and Cantonese is a must

Fluent in Mandarinis an added advantage

About AXA

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?

Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.

In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

ABOUT AXA HONG KONG AND MACAU AXA Hong Kong and Macau, a member of the AXA Group, prides itself on serving over 1.3 million customers 1 in the region.

In addition to being the #1 global Property & Casualty commercial lines insurer 2 , we are also one of the largest health protection providers in Hong Kong and Macau.

Empowering people to live a better life’ is the goal of AXA Hong Kong and Macau, which is reflected in everything we do.

We are one of the most diversified insurers, providing a full range of coverage for individual and commercial customers.

We offer all-round, integrated solutions across Life, Health and Property & Casualty to address all their insurance needs.

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued.

We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

1 Including customers of AXA China Region Insurance Company Limited, AXA China Region Insurance Company (Bermuda) Limited (incorporated in Bermuda with limited liability), and AXA General Insurance Hong Kong Limited

2 AXA Corporate Solutions, AXA Matrix Risk Consultants, AXA Insurance Company, and AXA Art with AXA XL’s insurance and reinsurance operations combined What We Offer

We offer excellent career prospects and attractive remuneration package to the right candidates.


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