Job ref no.: JR00041979 (CT3127256-01#0657)
Sun Life Hong Kong Ltd

Manager, Service Management

Sun Life Hong Kong Ltd

Job Description:

  • Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support for restoration of services.
  • Timely Communication to Business Contact Points during Priority Incidents. Resolve Conflicts during incident resolution and act as coordinating interfaces between Resolver group and End users during Major incidents.
  • Incident Logging and Categorization—For major incident, assign a high rating for both urgency and impact on the organization
  • Investigating assigned problems through to resolution or root cause. Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
  • Updating the “Know Error Database" with new or updated known errors and workarounds. Assisting with the handling of major incidents and identifying their root causes
  • Reviewing incident data to analyze assigned problems. Analyzing problems for correct prioritization and classification

Job Requirement:

  • University Graduate and above from Information Technology/Business Management discipline
  • Over 8 years of experience in IT field with at least 6 years in Service Management
  • Strong communication, collaboration, and inter-personnel skills
  • Strong influencing and negotiation skills to get buy-ins from the business stakeholders and Regional and Corporate
  • Excellent problem solving and analytical skills
  • Fluent in Cantonese and English
  • ITIL Certified – ITIL V3 Certification in Service Operation Modules
  • Ability to perform Incident Manger (Service Operations) role in organization. Responsible for restoration of IT services for users or customers as quickly as possible in the event of a Major incident and timely Communication to Business Contact Points till the resolution of incidents. 

We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

More job information
Job ref no. JR00041979 (CT3127256-01#0657)
Job Function
  • Hunghom
Employment Term
  • Permanent
  • Full-time
  • 8 years
Career Level
  • Middle management level
  • Degree
  • 5-day week
  • Discretionary bonus
  • Insurance plan
  • Medical plan