IT Incident & Problem Manager

Location: Wanchai, Hong Kong (Hybrid)

In this position, you'll be based in the Wanchai office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

A challenging opportunity for an IT Incident and Problem Manager to join our Global Incident Management team (GIM) has risen. The GIM team have primary responsibility for managing all Major and prioritized technical Incidents including related Problem Management activities to ensure root cause is identified, preventative actions taken and corrective actions are taken against any lessons learnt.

A role you will love

As IT Incident and Problem Manager, you will be executing Computershare's IT Incident and Problem Management process to ensure we prevent, respond, recover and learn from Priority and Major IT Incidents that impact our colleagues (internal) and customers (external) globally. This may also include contribution to Major Incidents of a non-technical nature such as facilities, pandemic, severe weather and force majeure which may impact our business operations or employees.

You will play a key role in developing excellent working relationships with key stakeholders and business users, driving the brand of Global Incident Management. We will offer you variety, flexibility and autonomy and the opportunity to use your skills and knowledge but also enhance your skills further as well as develop your career. This role will be based on a global working model and you will also be required to be on-call which includes covering weekends and bank holidays on a rotation basis.

Some of your key responsibilities will include:

• Coordinate bridge calls and ensure technology teams work collaboratively to minimise impact and expedite resolution

• Deliver clear, concise and timely communication of Incidents with appropriate stakeholders identified

• Execute the Incident and Problem Management Processes working closely with technology support teams

• Drive root cause investigations across global support teams, ensuring preventative actions are taken to avoid repeat incidents

• Contribute to a culture of first-class service to both Technical and Business teams

• Identify improvements to the core processes to improve Service Availability and minimise repeat incidents

• Contribute to a Globally consistent approach to IT Service Management in line with industry best practice

• Contribute to reporting of the IT service and the performance to agreed KPIs & Service Levels

What will you bring to the role?

The role requires a good understanding of how the wider team works together to successfully translate the technical knowledge to business-friendly language requirements to achieve the wider department goals for continuous improvement and project-related activities. You will lead a group of subject-matter experts to respond to and resolve problems by identifying and selecting solutions through the application of acquired technical experience.

Other key skills required for the role include:

• 3 year+ experience of working to an ITIL based Service Management framework with key focus and best practice of Incident Management and Problem Management

• Proven ability in engaging with a complex range of stakeholders

• Good communication skills - both oral and written with an awareness of audience

• ITIL knowledge and experience of working within ITIL aligned organisations

• Knowledge of the implementation and support of Incident and Problem Management processes

• Knowledge of service governance processes and the ability to understand risk to services

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.

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A company to be proud of

Computershare (ASX:CPU) is a world leader in financial administration with 14,000+ employees across 22 different countries delivering expertise to over 25,000+ clients. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of the world of opportunities we have available. With infinite possibilities, we could take you anywhere.

A diverse and inclusive place to work

Computershare celebrates the diversity of our people, and we welcome applications from everyone. We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers' needs to allow us to drive better outcomes.

We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at TalentAcquisition@computershare.com detailing your requirements and contact information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.