Overseeing daily operations, managing incidents, ensuring client satisfaction. Strong ITIL, stakeholder management and problem-solving skills.

Responsibilities:

• Oversees daily operations for Supervision, coordination and communication, the levels of service aligned with stakeholders
• Assist the Service Manager/Delivery Project Executive in developing client satisfaction metrics and measurements for the timely delivery of services
• Take ownership of operational service or documentation and ensure its regular updating and accuracy
• Actively participate in service status meetings, provide analysis regarding services delivered to the client, and support the Service Manager/Delivery Project Executive in client-facing service status meetings
• Manage the recovery and communication of major incidents impacting the client's business
• Coordinate resources and actions to identify root causes, and fix major infrastructure incidents
• Provide real-time communication across the teams, detailing specific recovery actions, plans, and near real-time status updates

Requirements:

• Bachelor's degree in Computer Science or related field with over 5 years of professional experience
• Proficient in the ITIL framework with familiarity with using ServiceNow
• Strong in stakeholder management, Experience with service level agreement (SLA) management
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues effectively
• Demonstrated decision-making and leadership skills, providing effective guidance and direction in challenging situations
• Excellent written and verbal communication skills in English and Chinese, preferably in Cantonese