Operation Manager - IT Service Operations Management - AVP Operation Manager - IT Service Operations  …

Hong Kong Exchanges and Clearing Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Hong Kong Exchanges and Clearing Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Operation Manager - IT Service Operations Management - AVP
HKEX strategizes to focus on applying new technologies to modernise 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 in-depth IT services management knowledge and experience to join our Service Operation Management Team under Technology Operations. This role will manage the daily service management activities on IT Event Management, Systems Monitoring and Operations Support as well as involving in transformation on operational processes using leading ITSM solution.

The IT Services Operations Management (ITSOM)covers Event Management, Incident Management, Problem Management, Change Management, Asset Management, Service Configuration Management, Supplier Management and Production Account Management. Candidate has relevant knowledge in these disciplines and leading ITSM and Systems monitoring tools is an advantage.

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

Job Responsibilities:
  • Performing daily and long-term operational and strategic management of Monitoring, IT Event Management and Operations Support
  • Managing and maintaining the Monitoring and IT Event management approach
  • Communicating Monitoring and IT Event management approach and procedures to stakeholders
  • Ensuring the Monitoring and IT Event management guidelines are followed
  • Ensuring appropriate coverage of monitoring with the right balance
  • Liaising with the other IT service management disciplines and ensuring core IT Event Management activities are well connected
  • Implementing the key performance indicators to measure Monitoring and Event Management process efficiency
  • Reporting on key metrics of Monitoring and IT Event Management
  • Providing support to Enterprise Service Operations team such as defining scheduler job flow, Operation Acceptance Test (OAT) assessment and developing OAT test cases
  • Applying a continuous improvement approach in enhancing the service management practices and Operation Support area
  • Collaborating with infrastructure teams and provide requirement on system monitoring tools
  • Taking part in other ITSOM processes, or as required perform as a back up to maintain operational activities

Job Requirements:
  • Five years plus working experience on Systems Management processes or tools (e.g. BMC, Splunk)
  • 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 of job scheduler such as CA7 and Dollar U is preferred
  • Experience of backup tools such as Networker and CommVault is preferred
  • 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 Chinese. Proficiency in Mandarin isan advantage

Applicants who do not hear from us within 6 weeks may consider their applications unsuccessful. Personal data provided will only be used for the purpose of employment application to HKEX.
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