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Service Operations Specialist
2 months ago
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 and Operations.
Key Responsibilities- Manage operational activities utilizing AI operations platforms and IT Service Management (ITSM) tools to foster continuous improvement in service reliability and customer satisfaction.
- Implement enhancements to user and service experiences through AI-driven statistical analysis and data analytics.
- Facilitate system and workflow enhancements to improve operational automation and promote customer self-service options.
- Collaborate with support teams to uphold customer service standards throughout the Incident Management, Problem Management, and System Change & Service Transition processes.
- Identify and advocate for workflow enhancements to boost operational automation.
- Generate regular reports on Incident Management, System Change & Service Transition, and Problem Management metrics, and lead review meetings.
- Provide 24/7 on-call support to maintain operational continuity and stability.
- Encourage staff development in cloud technologies and industry best practices for digital operations.
- Drive initiatives to automate processes related to Incident Management, System Change & Service Transition, and Problem Management.
- 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.
- Skilled in managing multiple tasks and coordinating with various IT groups, service providers, and business users.
- Willingness to work in 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 related to 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.
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.
