About Dah Sing Group The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China. Our currency is caring, teamwork and progressiveness. We accept that everyone is unique and different in talent, but alike in the capacity for growth. Our task is to shape a culture that creates a sense of pride in achieving something beyond just a job, and an environment where you can be your true and authentic self, like at home. Summary: Assist the Senior Manager, Services Management to perform the functions of incident, problem and change management to maintain stability of the IT production environment; in adherence with the bank's incident, problem, and change management process and align with ITSA (IT Service Acceptance) process under the Quality Framework. The job holder also assists in performance review for IT services within the Group. Key Role and Responsibilities: • Manage IT production incidents, drive resolution for service restoration and perform timely communication and escalation • Drive root cause analysis and ensure relevant preventive actions are properly tracked, to prevent re-occurrence of production issues • Review production change requests to ensure sufficient details for implementation, adequate impact assessment and proper approvals are in place • Review incident ticket to ensure proper follow up and closure to avoid repeat incident • Prepare service level reports on IT services provided to business units within the Group • Perform regular process review for service improvement • Manage the IT outsourcing vendors in the areas of incident, problem and change management as well as service desk • Provide regular report on Incident, Problem and Change Management. • Coordinate with application teams for system help check upon completion of changes • Ensure the effectiveness of the system monitoring on IT services • Ad-hoc tasks assigned by Senior Manager. Job Requirements: • Bachelor degree holder of above in computer science or related discipline • Over 8 years of IT experience in banking industry with at least 3 years in incident, problem and change management • Strong quality governance and risk mitigation mindset preferred • Knowledge on service desk, infrastructure, application development, information security and IT operation is required • Proven experience on data analytics on Excel • Strong communication and writing skills - both verbal and written • Strong teamwork and interpersonal skills at all levels • Work outside office hour occasionally • Proactive self-starter Please note that only shortlisted candidates will be notified.
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