• Assist IT Operation Support Manager in planning, directing, coordinating, managing tier 1 and 2 teams

  • Handle user’s complaints

  • Measure & monitor the IT Service Level, work closely with technical and business teams to continuously improve and enhance the relevant systems and workflows for better efficiency and higher user satisfaction

  • Ensure all these services are in accordance with KPIs by planning and allocating resources to different units

  • Perform Incident and Change Management, like provide the incident report to management etc

  • Manage the 8-10 teammates of IT Operation Support

  • Monitor the service quality of IT Operations & ensure they have strictly followed the standard operating procedures

  • Review and implement the IT Operations related projects and provide advice on technical and financial aspects

  • Adhere to guidelines, procedures and measures to identify, assess, report, mitigate and monitor the risks involved in the day-to-day work

  • University graduate in Computer Science or equivalent qualification

  • Preferable over 5 years related IT service delivery or operation experiences

  • At least 2 years in managerial position

  • Sound knowledge in the operation support on systems, like ticket, service hotline and online chat systems

  • Experience in project delivery & vendor management

  • Holder of PMP or ITIL foundation certification is an advantage

  • Proactive, self-motivated and able to work under pressure

  • Good command and written communication skills in both English and Chinese is an advantage

  • Competitive Package

  • Extra / Special Leaves

  • Medical Benefit

  • Professional Training & Subsidies

  • Property Purchasing / Leasing Discount

  • 5-day Week

  • Casual Wear Days