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Manager - IT Incidents/ Service Management (ITSM) (HKD$1.2M)

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My client, a reputable enterprise with one of the largest technical teams in Hong Kong, is expanding their team. They are seeking to recruit several incident response and service management experts to serve as a bridge between stakeholders and the internal technical team. If you are interested in advancing your career before the end of the year, please apply for this role, and let’s arrange a time to discuss it further.

What you'll do:

  • Assemble a skilled Major Incident Response Team and establish effective communication channels. Ensure all team members are fully informed.
  • Set priorities for parallel investigation streams, monitor progress, and maintain focus.
  • Lead recovery discussions with discipline, ensuring active participation from all members.
  • Address any disruptive behavior immediately, escalating if necessary.
  • Communicate changes in IT service status to the team promptly.
  • Be ready to provide updates on service status, ongoing work, and upcoming diagnostic checkpoints.
  • Engage in follow-up and Problem Management processes to integrate real-time incident insights.
  • Work with leadership to enhance IT Incident Management procedures.
  • Conduct post-incident reviews to address root causes and prevent recurrence, applying SRE principles.
  • Regularly conduct drills to assess process effectiveness and team readiness.
What you'll bring:
  • Bachelor's degree in Computer Science, Information Security, or equivalent
  • A minimum of 10 years of experience in IT Service Management, IT Operations, IT Infrastructure, or Production Support.
  • Speaks excellent English, equips with excellent interpersonal, collaborative, and communication abilities.
  • Demonstrated experience in leading teams of IT professionals within a Service Management or Production Support environment.
  • In-depth operational knowledge of Windows, Linux, TCP/IP, and SQL Server.

About the job

Contract Type: FULL_TIME

Specialism: Tech & Transformation

Focus: Infrastructure

Industry: IT

Salary: HKD1,000,000 - HKD1,200,000 per annum + good bouns

Workplace Type: On-site

Experience Level: Mid Management

Location: Hong Kong

Job Reference: 8L4RIQ-BD5DB3DC

Date posted: 19 December 2024

Consultant: Fiona Fung

Phone number: +852 2103 5328

fiona.fung@robertwalters.com.hk

Fiona Fung

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