Goal of the Project:

• This is to backfill previous insource contractor position for BAU (Business as Usual) support activities under ITSM Team of ITS Section.
• This position will work with other ITSM Team members to ensure ITSM processes and governance are met without compromise.
• Drive and streamline the ITSM processes to improve operational efficiency as well as exploring AIOPs for automation.
• Work with assignee to identify root cause of failed change and problem ticket to ensure similar issue can be avoided to ensure the good quality of change and successful change.

Responsibilities

• Ensure ITSM processes (Incident/Problem/Change) are complied.
• Review and drive improvements and streamline the processes and procedures of ITSM.
• Manage and deliver ITSM and IT Operations projects as assigned.
• Chair Change Board meetings to review and approve Changes on business days.
• Leverage in-depth technical domain knowledge to drive quick incident resolution and continuous service improvement.
• Maintain quality service by establishing and enforcing organization standards.
• Coordinate with various teams, including but not limited to, application, infrastructure, operations, and vendors, in IT services delivery.
• Maintain accuracy and up-to-date of CMDB records and automate the update via discovery tool such as BMC ADDM, etc.
• Evaluate the latest technologies and provide recommendations on ITSM tools adoption and process improvement (e.g., AI Ops).
• Support various audits such as internal audit, ISO 27001, etc.
• Work with the team for problem analysis, compilation of management & statistical reports/dashboards for management meeting and review.
• Contribute to motivate positive team culture to drive high customer satisfaction.

• Higher Diploma in Information Technology, Computer Science or equivalent
• ITIL Certificate
• 10+ years experiences in ITSM process & governance with supervisory level in the past 3 years.
• ITIL control & governance in Change Management, Problem Management, Incident Management, etc.
• Sound knowledge and experience of auto-update CMDB.
• Solid experience in IT Service Management knowledge and managing IT operations.
• Sound skills of managing and tracking problem tickets, incident tickets, etc.
• Self-initiative and work with passion, a can-do attitude with strong ownership.
• Able to work independently and under pressure to meet defined schedule/deadline & KPIs.
• Good team player, good interpersonal and communication skills in written and spoken English and Chinese preferably including Putonghua.
• Good attitude and cross-team collaboration work.
• Fluency in Cantonese & English.
• Good to Have (Desirable)
  
  • Bachelor Degree in Information Technology, Computer Science or equivalent
  • PMP Certificate
  • BMC Helix Engineer certificate
  • ManageEngine Engineer certificate
  • Handling of various audits such as ISO 27001, internal audits, etc.
  • Well-verse with different ITMS tools such as BMC Helix, ManageEngine, ServiceNow, Cloudwise, etc.
  • Previous experience of implementing and leading AIOPs integration project
  • Fluency in Mandarin.