Assist the Senior to perform the functions of incident, problem and change management to maintain stability of the IT production environment.
The job holder also assists in performance review for IT services within the Group.
Main Roles and Responsibilities :
Manage IT production incidents, drive resolution for service restoration and perform timely communication and escalation
Drive root cause analysis and ensure relevant preventive actions are properly tracked, to prevent re-occurrence of production issues
Review production change requests to ensure sufficient details for implementation, adequate impact assessment and proper approvals are in place
Review incident ticket to ensure proper follow up and closure to avoid repeat incident
Prepare service level reports on IT services provided to business units within the Group
Perform regular process review for service improvement
Manage the IT outsourcing vendors in the areas of incident, problem and change management as well as service desk
Provide regular report on Incident, Problem and Change Management.
Ensure the effectiveness of the system monitoring on IT services
Jobs Requirements :
Bachelor degree holder of above in computer science / information technology or related discipline
Over 8 years of IT experience in banking industry with at least 3 years in incident, problem and change management
Knowledge on service desk, infrastructure, application development, information security and IT operation is required
Proven experience on data analytics on Excel
Strong communication and writing skills, both in Chinese and English