Job ref no.: 180003TA_1528785613

Assistant Manager - Service Operations

AXA General Insurance Hong Kong Limited

  • 5-day week
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Flexible working hours
  • Insurance plan
  • Medical plan
  • Shuttle bus
  • Special / extra leave
  • … + 3 more

Service Management

  • Act as Escalation point for incidents resolution. Ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Ensure that all modes of communication are effectively used throughout the Major incident life cycle.
  • Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
  • Help business understand how to adjust to anticipated technology or product changes
  • Effective Monitor, control and support service 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 "push back" when risk levels exceed
  • Participated in Change Advisory Boards (CAB)
  • Provide support and input for CSIP Continuous Improvement plan) and Service Transition activity
  • Timesheet to be completed, as per agreed timeline.

IT Support and Maintenance Management

  • Ensure all incidents generated problems are managed and resolved within predefined SLAs
  • Continuous review and improve operations process to avoid potential incidents
  • Arrange regular preventive maintenance to mitigate know operation issues

Educational requirement and qualifications
  • University degree in Information Technology or related fields
  • ITIL V3 Certification in Service Management
  • More than 5 years of working experience in IT with over 3 years working in IT Service Management
  • Extensive experience in IT Production Control
  • Solid experience in Quality Management, including metrics capture and dashboard reporting
  • Solid Experience in working with off-shore service providers to deliver significant portion of daily work from India, Malaysia, Singapore, Philippines and China
  • Good Communication and Interpersonal Skills
  • Willing and able to work extended hours and on-call for high severity Incident escalation when required
  • Fluent in English and Cantonese is a must
  • Fluent in Mandarin is an added advantage

More job information
Job ref no. 180003TA_1528785613 (CT3114945-01#0112)
Job Function
  • Central
Employment Term
  • Permanent
  • Full-time
  • 0 year
Career Level
  • Non-management level
  • Degree