Assistant Manager - Service Operations

Service Management

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

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

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

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

5.Help business understand how to adjustto anticipated technology or product changes

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

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

8.Review change impact and "pushback" when risk levels exceed

9.Participated in Change Advisory Boards(CAB)

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

11.Timesheetto be completed, as per agreed timeline.

IT Support and Maintenance Management

12.Ensure all incidentsgenerated problems are managed and resolved within predefined SLAs

13.Continuous review and improveoperations process to avoid potential incidents

14.Arrange regular preventivemaintenance to mitigate know operation issues


Educationalrequirement and qualifications

University degree in Information Technology or related fields

ITILV3 Certification in Service Management


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

What We Offer

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

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