Incident Resolution Specialist, Hong Kong
3 weeks ago
At Bloomberg, we're committed to delivering real-time data, news, and analytics to our clients with precision and speed. Our clients are among the largest players in finance, relying on our software to manage their portfolios, analyze markets, and make swift trading decisions. With over 320,000 clients worldwide, it's crucial for our systems to be stable, reliable, and always available. That's where the Incident Management team comes in.
We're seeking a skilled Incident Resolution Specialist to join our team. As a key member, you'll manage the coordination and communication for all service-impacting outages, ensuring they have a minimal impact on downstream users and are resolved as quickly as possible. You'll work closely with technical teams across the company, from developers to client support, to structure and lead investigations. Your central role will ensure accurate and timely information is communicated to all stakeholders during significant outages.
Key Responsibilities:
- Communicate and escalate with stakeholders and senior management regarding sudden outages and status updates on ongoing incidents
- Quickly and accurately assess the severity of an outage in regards to business impact and technical complexity
- Facilitate outage resolution through effective and timely communication across multiple teams
- Coordinate investigations and deploy critical thinking skills to drive incidents to resolution/remediation
- Be a self-starter who is assertive but diplomatic, with the ability to prioritize workload and perform in a high-pressure environment
Requirements
We're looking for a candidate with a Bachelor's degree or degree-equivalent qualifications and professional experience in incident management or technical support for application or infrastructure services. You should have experience working with Windows or Linux operating systems and distributed systems in a global large-scale enterprise environment. Excellent written and verbal communication skills are essential, with the ability to effectively tailor communication around technical issues to various audiences. Fluency in both spoken and written English is required. Additionally, you should have demonstrated continuous career growth within an organization and strong collaboration skills with the ability to develop a strong internal network. Ability and aptitude to pick up new technologies or procedures are also essential. Good organization and multitasking skills, with the ability to 'pick up the pace' during major outages, are a must.
Preferred Qualifications
We'd love to see candidates with a basic understanding of industry-standard technologies and infrastructure, such as networking, cloud storage, middleware, databases, and virtual infrastructure. ITIL Service Support knowledge is also a plus.
About Bloomberg
Bloomberg is a leading global provider of financial data, news, and analytics. Our mission is to provide our clients with the most accurate and timely information to make informed decisions. We're committed to innovation, excellence, and customer satisfaction. If you're passionate about delivering exceptional service and working in a fast-paced environment, we encourage you to apply for this exciting opportunity.
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