The job holder will be responsible for overseeing incident and problem management processes for various systems implemented in the airport environment. The holder may also require technical background as the focal point to liaise with end users, technical support team and other stakeholders, and to ensure the SLA for each systems can be met.

Job Highlights

• Monitor service performance for the ICT and engineering projects including various airport systems, flight information systems, multimedia systems, IoT or robotic systems against contractual SLA requirements
• Ensure timely escalation, service recovery, incident report compilation and lead the post incident review in the Incident Management process
• Conduct root cause analysis in the Problem Management process and to develop and implement workarounds to minimize service impact until permanent solutions are in place.
• Establish strong relationships with key stakeholders to provide regular updates to management and stakeholders on incident and problem management activities.
• Maintain comprehensive documentation related to incidents, problems, and processes and to ensure knowledge articles are created and updated to assist support teams and end-users.
• Analyze service delivery processes and implement best practices to enhance efficiency and effectiveness as Continuous Improvement.
• Outside office hour for incident management may be required

Requirements:

• Degree holder in ICT, Engineering or other related disciplines
• At least 8 years working experience with 3 years or above in service management or project management of ICT or Engineering systems
• Proven experience in IT service management with ITIL certification
• Strong communication skills and problem-solving abilities.
• Technical experience and knowledge in any of the areas in Linux, Windows, Web application, database and data network would be an advantage
• Self-initiative, responsible, good interpersonal & communication skills and able to work under pressure
• Good command of written and spoken English and Chinese.

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