Service Desk Manager

3 days ago

Hong Kong Island, Hong Kong SAR China Classy Wheeler Limited Full time

Service Desk Manager (Financial Industry)

Client Description

Global corporate finance company

Job Description

  1. Be a Subject Matter Expert in Domains across multiple IT disciplines not limited to server infrastructure, WAN/LAN infrastructure, VDI, storage, data center, data replication and messaging adopting best practices in architecture design ensuring sustainability and scalability across different business entities within the Company Group.
  2. Manage the Service Desk operation based on best practices ensuring MACD and Change Management and supporting BAU activities.
  3. Collaborate closely with other teams to facilitate Proof-of-Concepts designs, prototyping, testing & validation as well as ensuring Projects are executed to align with business strategies.
  4. Ensure efficient second line of support on business application systems and office systems and escalation to other IT teams to ensure resolution meeting defined SLA.
  5. Monitor and control all system operations and validate in accordance to the business requirements, and in compliance with Hong Kong Group's standards and other regulatory requirements such as Hong Kong Monetary Authority.
  6. Develop project plans and execute accordingly, monitor budgets, prepare operation/maintenance manual, and perform system testing for all infrastructure projects.
  7. Assist in the development of IT infrastructure related policies and procedures to support the business/organization.
  8. Ensure the sustainability and scalability on the various server/network infrastructures for the Hong Kong Group.
  9. Proficient with contract and vendor management.
  10. Experience with adopting ITIL framework in IT governance leveraging a variety of tools and technologies.
  11. Assist in developing and maintaining Business Continuity Plan for critical network equipment and business application servers.
  12. Monitor and plan for resources and capacity of internal network systems, FM200, UPS, CRAC, servers and databases.
  13. Monitor and control the necessary security settings of internal systems through hardening, computer equipment and access to computer room.
  14. Operate and manage the Service Desk operation ensuring services rendered meets SLA as facilitating periodic review to address RCA.
  15. Carry out business systems change promotion in accordance to the instructions approved by Department Head.
  16. Ensure life-cycle management with IT Asset (e.g. Provisioning/Decommissioning, Asset Management, Patching, Hardening, etc.).
  17. Provide up-to-date progress report to the supervisor and communicate with other team members for knowledge sharing.
  18. Understand the Hong Kong Group's business and operations to identify appropriate IT solution to excel the business objectives.
  19. Advocate "team-work" culture among team members.
  20. Supervising subordinates ensuring deliverables meet business objectives, adhering to regulatory requirement, internal controls and Company policies requirements.
  21. Support and participate in various ad hoc assignments or tasks.

Job Requirements

  1. Master degree in Information Technology or related discipline.
  2. 8 years information technology experience in Banking/Finance or Accounting industry with strong systems operation and networking support exposure of which 2 years in supervisory role.
  3. Strong system and network management and support experience with the possession of business sense and knowledge in finance services industry.
  4. Technical certifications in operating systems, storage, WAN/LAN/Wi-Fi, VDI, MDM, project management (e.g. Prince2 or PMP) and ITIL preferred.
  5. Proficiency in a variety of network protocols not limited to TCP/IP and capable of providing day-to-day operation support across the server/network infrastructure.
  6. Solid experience in the operations of business application systems and understanding of the business functions being supported.
  7. Experience with Service Desk ticketing systems and ability to analyze logs to determine trends and to facilitate root-cause-analysis.
  8. Up-to-date knowledge in Internet and email system environment, trends and changes of technology in the market.
  9. Good understanding with End User Computing (EUC) technologies not limited to anti-virus, endpoint encryption, DLP, etc.
  10. Good understanding of RDBMS not limited to SQL and Oracle.
  11. Good working knowledge of managing information security.
  12. Good leadership, communication, negotiation, and problem solving skills.
  13. Inquisitive mindset, results oriented and poses a "can-do" attitude with minimum supervision.
  14. Strong desire to learn and adopt new technologies.
  15. Ethical, good team-player and meticulous.
  16. Good command of English and Chinese (Putonghua is an advantage).
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