Service Operations Analyst

2 months ago

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

Cathay Pacific Airways Limited is seeking a highly skilled Service Operations Analyst to join our IT Service Delivery team. As a key member of our 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 platforms and IT Service Management (ITSM) tools to achieve continuous improvement in Service stability and customer satisfaction.
  • Develop and implement user and service experience improvements based on ITSM performance statistical analysis and data analytics using Artificial Intelligence/Machine Learning (AI/ML).
  • Perform system and workflow improvements to enhance Operation automation and customer self-service.
  • Collaborate 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 Operation automation.
  • Prepare regular reporting on Incident Management, System Change & Service Transition, and Problem Management information, facilitating regular review meetings.
  • Provide on-call support 24/7 to ensure operations continuity and stability.
  • Develop opportunities for staff to maintain cloud technology and industrial best practices for digital operations.
  • Initiate automation to benefit Incident Management, System Change & Service Transition, and Problem Management.
Requirements
  • Minimum 6 years of working experience in the IT industry is an advantage.
  • Tertiary qualifications are desirable.
  • Good command of English.
  • Able to follow management decisions.
  • Ability to work independently with minimal direction.
  • Ability to effectively understand business operations.
  • 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 mindset 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 understanding of Machine Learning and Artificial Intelligence.
  • Knowledge of ITSM tools (BMC Remedy, ServiceNow, etc.).
  • Knowledge of monitoring tools (Catch Point) configuration, Microsoft Power BI, Microsoft Azure Fundamental, AWS cloud is preferable.
Personal and Application Information

Cathay Pacific Airways Limited 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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