My-Idm-Smc-Incident Manager

Position: MY-IDM-SMC-INCIDENT MANAGER (1)
Major Incident Manager
Responsibilities:
• Call relevant support according to the incidents symptom
• Manage all high or potentially high severity incidents from start to end
• Escalate the incidents to relevant support and managers as and when needed
• Regularly update managers and team leaders regarding the status of the incidents
• Coordinate and chair any crisis meeting and produce the meeting minute afterward
• Produce incidence report for high severity incidents
• All the actions taken must be updated to the IT Service Management system.
• Produce regular incidents reports
• Manage all change request from start to end
• Ensure proper approval and relevant documents, e.g. implementation plan, fallback plan, are
ready before the change can be implemented
• After the change is implemented/fallback, follow-up with the change in charge for proper closure
of the change
• For major or critical change, coordinate and chair pre-implementation meeting
• For fallback change, coordinate and chair post-implementation meeting to determine the cause
and recommend rectification for make-up.
• All the actions taken for change must be updated to the IT Service Management system.
• Produce regular change reports
• Arrange Problem Review after the major incident or potentially high severity incident is resolved
• Analyze the root cause and agreed on action plan
• Issue minutes of Problem Review Meeting
• Monitor action plan to completion
• Close the major incident or potentially high severity incident record
• Arrange Problem Review for low severity incident if required
• Prevent re occurrence of problems
• Minimize problem life cycles
• Reduce the number of problems
Requirements
• Diploma/ Degree in IT or related disciplines
• Min. 2 years relevant IT support experiences in which 1 years+ in Change/Incident/Problem
management experience
• Knowledge on ITM, TSM, Microsoft Office Suite
• Knowledge on Windows/Unix/Network/Middleware/Security/Database operation is highly
advantage
• Good command of both written and spoken English; Chinese and Cantonese.
• Proficiency in ISO 9001, 20000 and 27001
• ITIL Certification required
• Good communication skills with multiple levels of an organization, including interaction with
senior management
• Good organizational and interpersonal skills
• Ability to work independently, self-initiative and responsible
• 24X7 on call is required
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