Come and join a Winning Team

Be remarkable. Be yourself.

Why Should You Join Us?

At ASW, we believe in our people, in teamwork and the importance of your personal growth. If you are looking for the opportunity to join our award-winning international family with over 16,800 O+O stores across 30 markets in Asia and Europe, the ASW family welcomes you…

You can enjoy:

• Convenient office location, less than 5 min. walk from MTR
• Free round-trip lunchtime shuttle bus services to Shatin
• Comprehensive Medical and Life insurance coverage, including your spouse and children
• Well-equipped Gym inside our office building
• Onsite Clinic and Lactation Room

Role Purpose:

We are seeking a highly skilled and motivated Global IT Incident & Service Manager / Specialist (focused on Oracle Fusion Cloud) to join our team!
Are you ready to partner with our Global Oracle Fusion User Community? Join a dynamic team where you'll play a crucial role as incident response and service management expert to serve as a bridge between stakeholders and the internal / external functional / technical teams.

​A typical day in this Role:

• Assemble and Communicate: Form a skilled Incident Response Team, establish effective communication channels, and ensure all team members are fully informed about changes in IT service status and ongoing work.
• Incident Management and Escalation: Directly handle and escalate complex IT incidents, set priorities for parallel investigation streams, and lead recovery discussions with active participation from all members.
• Policy Development and Monitoring: Develop, implement, and monitor incident management policies, procedures, and standards to maintain high service levels, improve response times, and enhance IT Incident Management procedures with leadership.
• Proactive Maintenance: Collaborate with cross-functional teams to identify potential issues, drive proactive maintenance, and system enhancements, while addressing any disruptive behavior immediately.
• Stakeholder Engagement and Collaboration: Maintain strong relationships with stakeholders by keeping them updated on incident progress and resolution, addressing concerns or feedback effectively, and being ready to provide updates on service status and upcoming diagnostic checkpoints.
• Continuous Improvement and Documentation: Conduct post-incident reviews to address root causes and prevent recurrence, regularly conduct drills to assess process effectiveness and team readiness, monitor and report on key performance indicators (KPIs), and ensure comprehensive documentation of all incidents for knowledge sharing and future reference.

This job is a good fit for You if:

• You are an INQUIRER. You often ask “Why?” and quickly look for patterns to move forward with solutions. You tend to be less traditional and more willing to try new things.
• You are a PROBLEM SOLVER. You make decisions based on evidence-based opinions.
• You are a TEAM PLAYER. Your focus is on the relationships within the team. You are optimistic, energetic and feel energized when working with others.
• You are a BIG PICTURE THINKER. You are a big fan of brainstorming and collaborative idea generation. You stay up to date on trends and are always open to new possibilities.

Success will depend on:

• Academic background in Computer Science, Information Security, or a related field. Candidates having ITIL certification will be a plus.
• Hands-on experience in IT Service Management including Oracle/SAP Cloud ERP support is a strong plus, IT Operations / IT Infrastructure / Production Support. Less experience will be considered as Specialist.
• Strong knowledge in IT support processes, ticketing systems and tools (e.g., TopDesk / ServiceNow, JIRA).
• Demonstrate experience in leading teams of IT professionals within a Service Management or Production Support environment.
• Experienced with managing internal and external application maintenance teams.
• Excellent verbal and written communication skills in Cantonese, English and Mandarin.
• Self-motivated with a results-driven approach, able to work independently and lead a remote team.
• A good team player with strong interpersonal skills and the ability to collaborate with colleagues at all levels.

What is holding you back?

Don’t miss out on this great chance to shape Your life!

Apply Now!

Interested parties, please send your resume with current and expected salary package to our Company’s email.

We are an equal opportunity employer and welcome applications from all qualified candidates. The information provided will be treated in strict confidence and be used only for consideration of your application for relevant/ similar posts within the AS Watson Group.