(Senior) Incident, Change & Problem Management

(a) IT 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.
• Act as Escalation point for Service request 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/ reject" 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.

(b)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

(c) IT Finance and Governance

• Establish and enforce IT Governance for all IT process and business touchpoints

Job Highlights

• IT Incident Management
• IT Change Management
• IT Problem Management
• IT Support and Maintenance Management
• IT Service Management

Educational requirement and qualifications

• University degree in Information Technology or related fields
• ITIL V3 Certification in Service Management

Professional experience

• More than 5-10 years of working experience in IT with over 3-5 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 Malaysia, Singapore, Philippines, Hong Kong and China

Skills and Attributes

• Good Communication and Interpersonal Skills
• Willing and able to work long hours and on-call for high severity Incident escalation

Language

• Fluent in English and Cantonese is a must
• Fluent in Mandarin is an added advantage

Interested candidates are encouraged submit their CV/ resume along with the current and expected salaries to this link: https://pccw.taleo.net/careersection/ex/jobsearch.ftl?lang=en or email to hrpccws@pccw.com .

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