Job Description
Job duties:
- Manage critical and high severity incident and act as situation leader to drive resolution to resume services
- Responsible for leading the incident, problem and change management team to maintain stability of the IT production environment.
- Drive root cause analysis and track preventive actions so as to improve production environment’s stability
- Conduct regular review on the incident, problem and change management process and the service management process
- Act as the operational risk officer to ensure operational risk incidents are timely reported with quality
- Manage the IT outsourcing vendors to ensure their services can fulfill the service levels
- Perform annual risk assessment for the outsourcing vendors
- Review IT service level objectives and SLA regularly and deliver service level reports to business units
Job requirements:
- Bachelor degree holder in IT or related disciplines
- Over 8 years of relevant experience in IT field, with over 5 years in the area of incident, change management and problem management
- Experienced in IT outsourcing governance over data center and printing services, and familiar with regulatory requirements on outsourcing
- Mature with strong communication and English writing skill