IT Operations Incident Manager

Job Type
Emp Type
Full Time
Salary Type
Job ID

Job Description

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




  • 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



  • 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