Service Operations Analyst

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Job Title: Service Operations Analyst

Cathay Pacific Airways Limited is seeking a highly skilled Service Operations Analyst to join our team. As a key member of our IT Service Operations team, you will be responsible for implementing and maintaining our Incident Management, System Change & Service Transition, and Problem Management processes.

Key Responsibilities:
  • Execute operations management using AI ops platform and ITSM to achieve continuous improvement on Service stability and customer satisfaction.
  • Execute user and service experience improvements based on related ITSM performance statistical AI analysis and data analytics with Artificial Intelligence/Machine Learning (AI/ML).
  • Perform system and workflow improvements to enhance the Operation automation and customer self-service.
  • Work collaboratively with Support teams to ensure customer service standards are met throughout the Incident Management, Problem Management, and System Change & Service Transition management process.
  • Identify and drive workflow improvements to enhance the Operation automation.
  • Prepare regular reporting on Incident Management / System Change & Service Transition and Problem Management information, facilitate for regular review meetings.
  • Responsible for on call support 24 x 7 to ensure operations continuity and stability.
  • Provide opportunities for staff to upkeep the cloud technology and industrial best practice for digital operations.
  • Initiative to drive the automation to benefit the Incident Management, System Change & Service Transition, and Problem Management.
Requirements:
  • Minimum 6 years working experience in IT industry is an advantage.
  • Tertiary qualifications are desirable.
  • Good command in English.
  • Able to follow management decisions.
  • Ability to work independently with minimal direction.
  • Ability to effectively understand business operation.
  • Able to handle multiple tasks and coordinate tasks/problem solving with multiple IT groups, service suppliers, and business users.
  • Able to work on shift.
  • Innovative mind set is preferable.
  • Customer service oriented and good team player.
  • Strong problem solving and analytical skills with good sense of urgency.
  • Good and effective communication and interpersonal skills.
  • Good and practical experience in Information Technology Infrastructure Library (ITIL) processes/practice adoption of Incident Management / System Change & Service Transition and Problem Management are definitely an advantage.
  • Demonstrated focus on customer service excellence (Mandatory).
  • Good understand of Machine Learning and Artificial Intelligence.
  • Knowledge of ITSM tool (BMC Remedy, )
  • Knowledge of monitoring tool (Catch Point) configuration, Microsoft Power BI, Microsoft Azure Fundamental, AWS cloud is preferable.
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.

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