Title: Incident, Problem and Change Lead
Reports to: Head of Service Management Centre
Job Description: This role will be responsible for the effective day-to-day management of the Incident, Problem and Change (IPC) management processes across the project promoting best practice, authoring, contributing, and maintaining new and evolving best practices using ITIL as a framework. He/ She will also be responsible for the effective incident, problem and change reporting and analytics, to identify challenges and opportunities.
The Incident, Problem and Change Lead will ensure that incidents and problems are progressed following defined policies and processes that align to ITIL best practice. The role will also monitor incident and problem queues and ensure defined service levels are met.
The role will play a key part in managing incident escalations and Major incidents, working in collaboration with teams across the project in ensuring service interruptions are minimised and ensuring effective communications with key stakeholders.
The role will also work with all delivery and operational teams across the project to ensure Change Management processes are running efficiently and that changes are communicated effectively. This would also include facilitating and attending weekly CAB (Change Advisory Board) and ensuring effective governance of all changes to IT services.
You will:
- Accountable for managing incident (including Major incidents), problem and change management practices, ensuring that communications, triage, functional escalation, and service resolution are all managed with appropriate urgency, care, and professionalism.
- To minimise service downtime through pro-active management of incidents, problems, and changes.
- To ensure appropriate and reasonable quality and rigor is consistently applied across incidents (including Major incidents), problems and changes.
- Ensure there is appropriate ownership of incidents, problems, and change requests.
- Responsible for the adoption and implementation of an incident, problem, and change framework as per ITIL best practice
- Responsible for effective incident, problem and change reporting and analytics, to identify challenges and opportunities.
- Maintain and perform continual service improvement of associated policies, process, and procedures.
- Develop and provide incident, problem and change management information and reports for the Delivery and Operations Leadership Team and the IT Director and wider Senior Exec Team.
- Excellent communications skill in Cantonese (must), 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
- Ensure compliance to the audit, ISO and general compliance and assurance activities
Desired Certifications: - ITIL foundation v4
- ITIL specialist v4 certification (incident, problem and change)
You bring: - Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
- 5-7 years of experience in IT Service Operations Management, Incident, Problem and Change operations.
- Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.
- Technical proficiency and knowledge of IT infrastructure, networks, applications and systems to effectively manage and troubleshoot issues.
- Excellent communication skills effectively interact with team members, senior management, and other stakeholders.
- Strong leadership skills to effectively manage a team of IT professionals and drive performance.
- 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): English. Spoken: Cantonese (Mandatory), Mandarin (plus point)
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