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Responsibilities:
- Expert knowledge in Incident management process, procedures and standard operating work.
- Intermediate level of knowledge on managing incident related to Information Technology for Infrastructure, Security and Application.
- Intermediate level of knowledge on Microsoft Office (Excel, PowerPoint and Word).
- Intermediate level of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (example: ServiceNow, OpenText, etc).
- Excellent communications skill in Cantonese, English, Mandarin.
- Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role.
- Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role.
- Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus.
- Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence and customer relationship management with all level of staff and customer.
- Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders.
- Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service.
- Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones.
- Prepare reporting as part of deliverables to the customer.
- Ensure existing and future documentation process, sop, manual are compliant to the company ISO standard.
- Participate and provide assistance for audit, ISO and general compliance and assurance activities.
- Ability to work in shift as per roster or on call basis in a 24x7 operating environment.
Requirements for the Role:
- Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
- 3-4 years of experience in Incident management.
- Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.
- Experience in Infrastructure, Security and Application IT domains
- Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
- Driven and able to multi-task, strong time management skills and strong team player.
- Required Language(s): Cantonese, English, Mandarin.
- Willing to work on shift rotations and standby.
- Attractive salary.
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