Stable Systems and Service Management Director

3 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Pinpoint Asia Full time

Company Overview

Pinpoint Asia is a specialist firm for technology recruitment, headquartered in Hong Kong.

Our team consists of tech recruiters with an IT background, serving various clients including startups, top financial institutions, and large enterprises.

Our significant market reputation is due to strong industry relationships, intimate understanding of the marketplace, and proven ability to deliver results.

Our vision is to help companies hire smarter and assist job seekers in achieving their career aspirations.

Job Description

The Support and Service Management Lead will be responsible for leading systems production support with a focus on operational stability, issue prevention, and service restoration.

They will manage incident and problem management processes to ensure minimal impact on business operations.

Key responsibilities include setting and enforcing guardrails and operational stability programs to enhance system reliability, facilitating technical troubleshooting and problem resolution, and managing IT services according to SLAs based on ITIL standards.

The successful candidate will also oversee incident lifecycle management, conduct root cause analysis, and implement corrective and preventive measures.

Technical Leadership

The role requires driving continuous service improvement initiatives to enhance service quality and efficiency, coordinating team efforts to ensure alignment with service management objectives and SLAs, and providing technical leadership and guidance to support teams.

Incident and Problem Management

Key responsibilities include leading incident and problem management processes, ensuring timely communication and resolution, and conducting thorough root cause analysis to identify underlying issues and prevent recurrence.

Continuous Improvement

The successful candidate will implement continuous improvement plans to optimize system stability and resource utilization, identify opportunities for process enhancements, and drive initiatives to improve service delivery.

Required Skills and Qualifications

At least 7 years of experience in systems support and operations, preferably within the financial services sector, strong problem-solving and analytical skills, in-depth knowledge of ITIL standards and service management best practices, and excellent communication and interpersonal skills to effectively manage stakeholder relationships.



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