Incident Management Specialist – Hong Kong

Key Responsibilities:

• Lead the resolution of major IT incidents across various business units, following established procedures and playbooks to minimize user impact.

• Serve as the primary point of contact for critical infrastructure incidents, ensuring effective communication and coordination.

• Collaborate with technical teams to quickly identify root causes and implement effective solutions.

• Prioritize incidents based on their urgency and impact on business operations.

• Document incident protocols, actions taken, and resolutions to ensure transparency and facilitate future learning.

• Provide regular incident updates to management and relevant stakeholders throughout the incident lifecycle.

• Review, analyze, and enhance incident management processes for increased efficiency and effectiveness.

• Ensure all incident management activities adhere to IT service management standards and security policies.

• Document lessons learned from incidents to improve future response strategies.

• Manage workplace IT projects, ensuring completion within scope, time, and budget parameters.

• Conduct root cause analysis to identify underlying issues and implement long-term solutions..

Qualifications & Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• 4+ years of IT experience focusing on infrastructure or service management.

• ITIL v4 Foundation certification is required; experience with ITIL v4 Incident Management preferred.

• Strong technical writing skills and ability to prepare clear reports and presentations.

• Excellent communication skills, with experience in client-facing and stakeholder management.

• Knowledge of cloud platforms, particularly Azure, and related infrastructure is a plus.

• Familiarity with networking, security, and troubleshooting tools.

• Ability to adapt quickly to new technologies and changing environments.

• Proven experience working in high-interaction client or project environments.

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group/ Company.