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

Hong Kong Exchanges and Clearing Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Hong Kong Exchanges and Clearing Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Senior Operations Manager - IT Service Operations Management - AVP
HKEX strategizes to focus on applyingnew technologies to modernise our core functions in order to enable greaterefficiency in our operations and deliver new services to our market. We arelooking for a strong talent with in-depth IT services management knowledge andexperience to join our Service Operation Management Team under TechnologyOperations. This role will manage the daily service management activities on ITChange Management and Production Account Management as well as involving in transformationon operational processes using leading ITSM solution and in house tools.

The IT Service Operations Management (ITSOM)covers Event Management, Incident Management, Problem Management, ChangeManagement, Asset Management, Service Configuration Management, SupplierManagement and Production Account Management. Candidate has relevant knowledgein these disciplines is an advantage.

Candidate should have a customer servicemind-set to drive process improvement, push for operational efficiency andvalue.

Job Responsibilities:
  • Performing daily and long-term operational and strategic management of IT Change Management (ITCM) and Production Account Management (PAM)
  • Chairing the Weekly Change Advisory Board
  • Reporting major IT change activities to senior IT Leadership team
  • Managing and maintaining the long range change calendar
  • Leading a team of change analysts on regular change assessment, review and authorization
  • Leading change analysts on daily production account access control and regular account recertification
  • Defining and maintaining ITCM approach and process
  • Managing and maintaining PAM approach and process
  • Communicating ITCM/PAM approach and procedures to stakeholders
  • Ensuring the ITCM/PAM standard and procedures are followed
  • Ensuring the IT changes are properly assessed and approved to minimize change failure
  • Reporting on IT change management / production account management activities compliance
  • Liaising with the other IT service management disciplines and ensuring all changes and production account activities are properly monitored / carried out
  • Implementing the key performance indicators to measure ITCM/PAM process efficiency
  • Applying a continuous improvement approach in enhancing ITCM/PAM processes
  • Collaborating with infrastructure and application teams on change scheduling and implementation
  • Providing key change management and production account management requirements to transform the ITCM/PAM processes/tools
  • Taking part in other ITSOM processes, or as required perform as a back up to maintain operational activities

Job Requirements:
  • 10+ years of IT Service Management experience with 5 years in a complex and integrated environments
  • Strong knowledge of IT Service Management processes and leading IT Service management tools (such as ServiceNow, BMC Helix, Ivanti Neurons)
  • Strong knowledge of Account and Identify Management, Joiner Leaver process and account recertification
  • Degree in Computer Science, Information System or IT related disciplines
  • Experience in financial services industry or other highly regulated organisations is preferred while not essential
  • Experience on mission critical, high availability, high performance and large-scale systems infrastructure
  • Possess ITIL Certification
  • Strong ability to carry out assigned tasks independently with little supervision
  • Strong analytical, problem solving, interpersonal, communication and presentation skill
  • Team Leader and Team player
  • Proficient in documentation and technical writing
  • Good command of written and spokenEnglish and Chinese. Proficiency in Mandarin is an 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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