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Job Description:
Sun Life Hong Kong Information Technology is looking for an experienced systems production support, incident management, problem manager professional to manage the lifecycle of incidents and improvements. The job role will be responsible for setting guardrails and operational stability programs, issue prevention and restoration of IT services for users or clients as quickly as possible in the event of a major incident and timely Communication to Business Contact Points till the resolution of incidents.
It also creates a single accountability for Hong Kong to interact with Business Stakeholders, Regional, Corporate, as well as Risk and Compliance and Internal Audit to streamline communications, coordination with clear role and responsibilities. Resulting improved efficiency and minimize communication gaps.
Technical Leadership:
- Ensure IT Services are managed according to SLA based on ITIL standards. Deliver Continuous Service Improvement plans and all services KPIs must be monitored, tracked, and reported according to pre-defined standards and timeline
- Manage and direct of the team which includes planning, setting priorities, coordination and reporting of all related system support activities
- Provide effective leadership in support of the IT organization including resourcing, budget, policies and procedures on IT system.
Incident Management:
- Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support for restoration of services
- Be a single point of contact and accountability for the incident, investigate assigned problems through to resolution or root cause. Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
Communication Management:
- Timely Communication to Business Stakeholders during priority incidents. Resolve conflicts during incident resolution and act as coordinating interfaces between Resolver group and Business during major incidents
- Standardize the communication framework for the planned / unplanned issues with the consistent process
Problem Management:
- Reviewing incident data to analyze assigned problems. Analyzing problems for correct prioritization and classification
- Set guidance and ensure IT system standards and process, and provide input for problem management to the appropriate process owners as needed
Continuous Improvement:
- Define and manage continually plan to improve service leave and system stability
- Drive continuous review of resource consumption with application team, infrastructure team, SLGS and external vendors and identify the plan with efficiency optimization
- Identify how existing and emerging technologies can benefit the company under the improvement plan
Job Requirements
- More than 7 years solid experience in managing/leading in sizable systems support and operations
- Broad knowledge of financial services or insurance industry desirable
- Excellent understanding of production support and control procedures
- Continuous Improvement on system stabilization experience desirable
- Strong communication, collaboration, and inter-personal skills
- Strong influencing and negotiation skills to the business stakeholders, regional, and corporate team, vendors.
- Excellent problem solving and analytical skills
We offer attractive salary, MPF, group life and group medical insurance and excellent career development opportunities to the right candidate.
We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only used for recruitment purpose.)
Job Category:
IT - Technology Services
Posting End Date:
27/02/2025
Top Skills
What We Do
Nashville, Tennessee-based Bridgestone Americas, Inc. is a subsidiary of Bridgestone Corporation, a global leader providing sustainable mobility and advanced solutions. Bridgestone develops, manufactures and markets a diverse portfolio of original equipment and replacement tires, tire-centric solutions, mobility solutions and other rubber-associated and diversified products that deliver social and customer value. These best-in-class offerings are sold to consumers and fleet customers around the world under the trusted Bridgestone and Firestone brand names.
With more than 50 production facilities and 55,000 employees, the Bridgestone Americas enterprise spans from Canada to Argentina. Business units of Bridgestone Americas include Bridgestone Retail Operations, the world’s largest network of company-owned retail tire and automotive service centers; Bandag, a leader in commercial tire retreading worldwide; Firestone Building Products, an industry leader in commercial roofing and building solutions; and Firestone Industrial Products, a leading provider of technologically advanced air springs for commercial and passenger vehicle applications.
Across all its businesses, Bridgestone is dedicated to shaping a sustainable future. Guided by its global corporate social responsibility commitment, Our Way to Serve, the company strives to improve the way people around the world move, live, work and play in every aspect of its business.
To view our terms of use, visit https://www.bridgestoneamericas.com/en/terms-of-use.
