AVP, IT Service Management (technology Service Operation)

IT Service Management Operation Team Member

HKEX strategizes to focus on applying new technologies to modernize our core functions in order to enable greater efficiency in our operations and deliver new services to our market. We are looking for a strong talent with IT services management knowledge and experience to join our IT Service Management Operation Team under Technology Service Management. This role is supporting daily operation include IT production incidents, problems, changes, IT accounts and IT asset inventory as well as providing improvement recommendation to the IT Service Management (ITSM) platform and account management platform.

The Technology Service Operations (TSO) covers Services Management processes including Incident Management, Problem Management, Change Management, Asset Management, Configuration Management Database, Production Account Management, Identify Governance and Administration. Candidate has relevant knowledge in these disciplines is an advantage.

Candidate should have a customer service mind-set to drive process improvement, push for operational efficiency and value.

Job Responsibilities:

• Leading a team of engineers in Monitoring and IT Service Management Tools (ITSM & ITOM)
• Managing and maintaining the Monitoring and IT Service Management Platform
• Performing daily and long-term operational and strategic management of Monitoring and IT Service Management tools.
• Communicating Monitoring and IT Service Management approach and procedures to stakeholders
• Implementing the key performance indicators to measure Monitoring, Event Management and IT Service Management process efficiency
• Reporting on key metrics of Monitoring and IT Service Management Tools
• Applying a continuous improvement approach in enhancing the service management
• Taking part in other ITSM processes, or as required perform as a back up to maintain operational activities

Job Requirements:

• Five years plus working experience on Systems Management processes and tools (e.g. ServiceNow, BMC)
• ServiceNow knowledge is a must
• Strong knowledge of IT Service Management processes and/or leading IT Service management tools (such as ServiceNow, BMC Helix, Ivanti Neurons)
• IT Service Management/Systems Monitoring experience in a complex and integrated environments
• Degree in Computer Science, Information System or IT related disciplines
• Experience on mission critical, high availability, high performance and large-scale systems infrastructure
• Experience in code development and Agile development approaches
• Redhat Linux and Windows server knowledge and support experience is preferred
• Linux and Windows batch scripting experience is preferred
• Experience in financial services industry or other highly regulated organisations is preferred while not essential
• Possess ITIL Certification
• Strong vendor management and negotiation skills
• Strong ability to carry out assigned tasks independently with little supervision
• Strong analytical, problem solving, interpersonal, communication and presentation skill
• Team player
• Proficient in documentation and technical writing
• Good command of written and spoken English and Mandarin. Proficiency in Cantonese is an advantage