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Incident Management Senior Engineer (ITIL Framework)
Language Known - Basic English
Basic Knowledge - Mandarin
Good to Have - Cantonese
- Training, mentoring staff and other team members on incident management processes and best practices.
- Coordinating with the Service Desk to ensure incidents are properly logged and categorized.
- Participating in the development and maintenance of incident management policies, processes, and procedures.
- Ensuring disaster recovery and business continuity plans are in place and effective, including participation in drills and actual events.
- Regularly reviewing and updating incident management tools and technology to ensure they are current and effective.
- Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
- Collaborating with Change Management to ensure changes are managed effectively and do not adversely affect the Incident Management.
- Managing problems and risks identified within the environment.
- Managing Known Errors and related solutions and fixes to prevent recurrence and ensure continuity of service.
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