Service Operations Specialist

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Role Overview

Reports To: Senior / Service Operations Lead

The Service Operations Analyst plays a crucial role in enhancing service capabilities within IT Service and Operations. This position requires a proactive individual with exceptional communication skills to effectively implement and sustain our Incident Management, System Change & Service Transition, and Problem Management processes.

Key Responsibilities
  • Manage operational processes by utilizing AI operations platforms and IT Service Management (ITSM) tools to foster continuous enhancements in service reliability and customer satisfaction.
  • Drive improvements in user and service experiences through statistical AI analysis and data analytics, leveraging Artificial Intelligence and Machine Learning (AI/ML).
  • Implement system and workflow enhancements to boost operational automation and facilitate customer self-service.
  • Collaborate with support teams to uphold customer service standards throughout the Incident Management, Problem Management, and System Change & Service Transition processes.
  • Identify and promote workflow enhancements to improve operational automation.
  • Generate regular reports on Incident Management, System Change & Service Transition, and Problem Management metrics, and lead regular review meetings.
  • Provide 24/7 on-call support to ensure continuity and stability of operations.
  • Encourage staff to maintain knowledge of cloud technologies and industry best practices for digital operations.
  • Initiate automation efforts to enhance Incident Management, System Change & Service Transition, and Problem Management processes.
Qualifications
  • A minimum of 6 years of experience in the IT industry is preferred.
  • Tertiary qualifications are advantageous.
  • Proficient in English.
  • Ability to adhere to management directives.
  • Capable of working independently with minimal supervision.
  • Strong understanding of business operations.
  • Able to manage multiple tasks and coordinate with various IT groups, service providers, and business users.
  • Willingness to work shifts.
  • An innovative mindset is desirable.
  • Customer service-oriented with strong teamwork skills.
  • Excellent problem-solving and analytical abilities with a sense of urgency.
  • Effective communication and interpersonal skills.
  • Practical experience with ITIL processes, particularly in Incident Management, System Change & Service Transition, and Problem Management is a significant advantage.
  • Demonstrated commitment to customer service excellence is mandatory.
  • Understanding of Machine Learning and Artificial Intelligence concepts.
  • Familiarity with ITSM tools (e.g., BMC Remedy).
  • Knowledge of monitoring tools (e.g., Catch Point), Microsoft Power BI, Microsoft Azure Fundamentals, and AWS cloud is preferred.
Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

  • Operations Specialist

    21 hours ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time

    Job SummaryDBS Bank (Hong Kong) Limited is seeking a skilled Operations Specialist to join our team. As an Operations Specialist, you will play a critical role in ensuring the smooth operation of our structured investment products, notes, and bonds services. Key ResponsibilitiesMonitor daily operations to ensure quality services are delivered to customers...

  • Operations Support Specialist

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Fubon Bank Full time

    Main Responsibilities:Operations Support SpecialistAs an Operations Support Specialist at Fubon Bank, you will be responsible for providing excellent customer service and support to our customers. Your key responsibilities will include:Providing timely and effective responses to customer inquiries and complaints received through various channels.Assisting...

  • IT Operations Specialist, HK

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Envista Full time

    Job SummaryEnvista is seeking a skilled IT Operations Specialist to join our team. As an IT Operations Specialist, you will be responsible for identifying, researching, and resolving technical problems.Key Responsibilities:Identify and research technical problems to ensure timely resolutionProvide technical support to internal stakeholdersDocument and track...

  • Customer Operations Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Fubon Bank Full time

    Position OverviewOperations Support SpecialistAre you interested in a position as an Operations Support Specialist? Below are the key responsibilities and qualifications:Key Responsibilities:Deliver exceptional customer service; respond to customer inquiries and resolve complaints through various communication channels.Assist with sales administration tasks,...

  • Operation Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China CICC Full time

    About the RoleCICC is seeking a highly skilled Operation Specialist to join our Asset Management team. As an Operation Specialist, you will play a critical role in ensuring the smooth operation of our fund products, including daily valuation, trade execution, and record-keeping.Key ResponsibilitiesCoordinate with internal teams, including legal, compliance,...

  • Service Specialist

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China China Mobile International Limited Full time

    **Job Summary**China Mobile International Limited is seeking a highly motivated and detail-oriented Service Specialist to join our team in the Greater China Region. As a key member of our Business Operations Management team, you will be responsible for providing exceptional customer service and support to our clients.**Key Responsibilities**Provide timely...

  • Warehouse Operations Specialist

    3 hours ago

    Hong Kong, Central and Western District, Hong Kong SAR China China Mobile Hong Kong Co. Ltd. Full time

    Warehouse Operations SpecialistAt China Mobile Hong Kong Co. Ltd., we are seeking a highly skilled Warehouse Operations Specialist to join our team. As a key member of our logistics team, you will be responsible for ensuring the smooth operation of our warehouse, including inbound and outbound activities, inventory control, and coordination with internal...

  • Digital Banking Operations Specialist

    3 hours ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time

    Job Title: Digital Banking Operations Specialist About the Role: We are seeking a highly skilled Digital Banking Operations Specialist to join our team at The Bank of East Asia. As a key member of our Channel Delivery team, you will be responsible for ensuring the smooth operation of our digital banking channels, including Internet Banking, Mobile Banking,...

  • Operations Service Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China China Mobile International Limited Full time

    Position OverviewThe Service Operations Executive plays a crucial role in overseeing and enhancing the operational efficiency of our services at China Mobile International Limited. This position is essential for ensuring that our business operations align with the strategic goals of the organization.Key ResponsibilitiesManage daily operations to ensure...

  • Service Operations Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    Role Overview Reporting To: Senior / Service Operations Lead The Service Operations Analyst plays a crucial role in enhancing our Incident Management, System Change & Service Transition, and Problem Management processes. This position requires a proactive individual with excellent communication skills to ensure effective service delivery within IT Service...

  • Service Operations Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    Role Overview Reporting To: Senior / Service Operations Lead The Service Operations Analyst plays a crucial role in ensuring the effectiveness of our Incident Management, System Change & Service Transition, and Problem Management processes within IT Service and Operations. This position requires a proactive individual with exceptional communication skills to...

  • Operations Service Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China China Mobile International Limited Full time

    Position OverviewThe role of the Service Operations Executive involves overseeing and enhancing operational processes within the organization. This position is crucial for ensuring that service delivery meets the high standards expected by our clients.Key ResponsibilitiesManage and optimize service operations to improve efficiency and...

  • Operations Service Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China China Mobile International Limited Full time

    Position OverviewThe role of the Service Operations Executive is pivotal in ensuring the smooth functioning of business operations within the organization. This position is based in the headquarters and is integral to the management of operational processes.Key ResponsibilitiesOversee and enhance service delivery processes to ensure optimal...

  • Change Management Specialist

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Corporation Service Company Full time

    About the Role:The Change Management Specialist will play a key role in ensuring projects meet objectives by increasing employee adoption and usage. This person will focus on the people side of change – including changes to business processes, systems and technology, job role and organizational structures.Key Responsibilities:Assess the change impact and...

  • Technical Operations Specialist

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Lenovo Full time

    About Lenovo PCCW SolutionsLenovo PCCW Solutions is a leading technology solutions powerhouse in Asia Pacific, formed through a strategic partnership between Lenovo and PCCW in 2022. We offer market-leading solutions to help organizations transform their operations, increase competitiveness, and enhance innovation through technology.Job SummaryWe are seeking...

  • Event Operations Specialist

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China JLL Full time

    About the Role:We are seeking a highly skilled and experienced Event Operations Specialist to join our team at JLL. As an Event Operations Specialist, you will be responsible for ensuring the smooth execution of events, from setup to teardown, and providing technical assistance to clients.Key Responsibilities:Operate and maintain audio-visual equipment,...

  • Data Center Operations Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Intersoft KK Full time

    About Intersoft KKIntersoft KK is a global Information Technology and Services Company offering a wide range of web and mobile application design & development, enterprise solutions, and digital transformation services. With a rich history spanning 24 years, we have served over 1000 clients and completed over 550 projects for our valued customers.Our...

  • Business Operations Specialist

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

    Job Title: Business Operations SpecialistAbout the RoleWe are seeking a highly skilled Business Operations Specialist to join our team at Classy Wheeler Limited. As a Business Operations Specialist, you will play a critical role in maintaining the smooth operation of our e-commerce platform, ensuring timely and high-quality executions, and driving profits in...

  • Logistics Operations Specialist

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Amazon Data Services Hong Kong Limited Full time

    About the RoleWe are seeking a highly organized and detail-oriented Logistics Warehouse Specialist to join our team at Amazon Data Services Hong Kong Limited. As a key member of our Logistics team, you will be responsible for ensuring the efficient receipt, storage, and distribution of IT hardware parts to our data centers.Key ResponsibilitiesReceive, store,...

  • Operation Specialist

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China HK001 Marsh (Hong Kong) Limited Full time

    About HK001 Marsh (Hong Kong) LimitedHK001 Marsh (Hong Kong) Limited is a leading insurance broker seeking a highly skilled Operation Specialist to join our team in Hong Kong.Key ResponsibilitiesProvide back-end support to business stakeholders on back-end broking functions, ensuring seamless execution of operations.Prepare and manage documents related to...