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IT Service Lead (HK$60K - $70K) (Ref. No.: 24291)

Our client, one of world’s largest retailers, is looking for high-caliber person to fill the position.

Job Duties

Job Purpose:

  • Responsible for drive IT services processes delivered to users across the region. Ensuring effective incident management, problem management, change management and configuration management processes are properly execute with each of the appropriate business units. Proactive review existing service level internally and the SLA from vendor and always seek for improvement.

Principal Accountabilities:

  • Incident Management Processes: Responsible for the co-ordination, delivery and continual service improvement of the IT services and desktop support service to ensure it meets business needs including the creation of company critical IT incident on-call processes. Monitor and refine the IT incident management and IT services restoration mechanisms. Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible. Escalate major incident to relevant parties if necessary.
  • Problem Management Processes: Responsible for ensuring regular review on repeated incidents and drive the process to identify root cause for major incidents.
  • Change Management Processes: Responsible for review all changes and provide regular change summary to all stakeholder.
  • Service Level Review: Responsible for continuously review internal service level of the user support team and seek for room of improvement. Regular meet with key vendor to ensure service level agreement is properly followed and aligned.
  • Service Reporting: Responsible for the creation and preparation of service reports on an agrees schedule and fine-tune the existing content of the services reports.
  • Continuous Service Improvement: Always highlight and drive the best practice on the service management processes through continuous assessment and effective use of metrics and key performance indicators.
  • Service Documentation: Responsible for creation and maintenance of different IT service documents (e.g. process flow, contact list, vendor list, etc.).

Job Requirements

  • University (or college) graduate in Information Technology, Computer Science, Engineering or relevant discipline.
  • 5 + years of experience in IT service field is required.
  • ITIL V3 certification is required.
  • Experience in sizeable company, particularly in retail industry is preferred.
  • Experience in any IT Service Management Tool is an advantage.
  • Working experience of Windows operating systems, technical support including hardware, software, and networking.
  • Familiar with managing external vendors, IT support operations, and able to communicate with users across all levels.
  • Good command of written and spoken English and Chinese, Putonghua is an advantage.
  • Process driven and detail oriented.
  • Strong interpersonal skills with the ability to work in a team and independently.
Job No.:
Job Category:
Information Technology / Telecom
Apply Email:
[email protected]

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