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Job Description:

Sun Life Hong Kong Information Technology is looking for an experienced systems production support, incident management, problem manager professional to manage the lifecycle of incidents and improvements. The job role will be responsible for setting guardrails and operational stability programs, issue prevention and restoration of IT services for users or clients as quickly as possible in the event of a major incident and timely Communication to Business Contact Points till the resolution of incidents.

It also creates a single accountability for Hong Kong to interact with Business Stakeholders, Regional, Corporate, as well as Risk and Compliance and Internal Audit to streamline communications, coordination with clear role and responsibilities. Resulting improved efficiency and minimize communication gaps.

Technical Leadership:

Ensure IT Services are managed according to SLA based on ITIL standards. Deliver Continuous Service Improvement plans and all services KPIs must be monitored, tracked, and reported according to pre-defined standards and timelineManage and direct of the team which includes planning, setting priorities, coordination and reporting of all related system support activitiesProvide effective leadership in support of the IT organization including resourcing, budget, policies and procedures on IT system.

Incident Management:

Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support for restoration of servicesBe a single point of contact and accountability for the incident, investigate assigned problems through to resolution or root cause. Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors

Communication Management:

Timely Communication to Business Stakeholders during priority incidents. Resolve conflicts during incident resolution and act as coordinating interfaces between Resolver group and Business during major incidentsStandardize the communication framework for the planned / unplanned issues with the consistent process

Problem Management:

Reviewing incident data to analyze assigned problems. Analyzing problems for correct prioritization and classificationSet guidance and ensure IT system standards and process, and provide input for problem management to the appropriate process owners as needed

Continuous Improvement:

Define and manage continually plan to improve service leave and system stabilityDrive continuous review of resource consumption with application team, infrastructure team, SLGS and external vendors and identify the plan with efficiency optimizationIdentify how existing and emerging technologies can benefit the company under the improvement plan

Job Requirements

More than 7 years solid experience in managing/leading in sizable systems support and operationsBroad knowledge of financial services or insurance industry desirableExcellent understanding of production support and control proceduresContinuous Improvement on system stabilization experience desirableStrong communication, collaboration, and inter-personal skillsStrong influencing and negotiation skills to the business stakeholders, regional, and corporate team, vendors.Excellent problem solving and analytical skills

We offer attractive salary, MPF, group life and group medical insurance and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only used for recruitment purpose.) 

Job Category:

IT - Technology Services

Posting End Date:

27/02/2025