Job ref no.: CTB-03011 (CT3126461-01#3561)
PCCW Solutions Ltd

(Senior) Incident, Change & Problem Management

PCCW Solutions Ltd

(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


  • 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: or email to .

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