- Drive operations management with leveraging AI ops platform and ITSM to achieve continuous improvement on Service stability and customer satisfaction.
- Drive user and service experience improvements based on related ITSM performance statistical AI analysis and data analytics with Artificial Intelligence/Machine Learning (AI/ML)
- Identify and drive system and workflow improvements to enhance the Operation automation and customer self-service.
- Collaborate with Support teams to ensure customer service standards are met throughout the incident management, problem management and change management process.
- Establish and use metrics as a tool to benchmark and improve operational excellence.
- Design Dashboard reports, producing management information, including KPIs and reports for service review by management.
- Provide timely feedback to internal customer including Outport and Subsidiaries to allow a fair opportunity to address and recover from performance issues.
- Analyze performance data and collaborate with automation team to drive self healing and recovery of incident.
- Lead problem management to feedback and champion process improvement initiatives by empowering support owners to review room for improvement, drive remediation actions in order to deliver quality services/products to internal and external customers.
- Lead the change management to abreast with robust change request to meet business demand. Adopt the change management into agile methodology to fail fast and fail safe.
- Ensure Operations maintenance and support schedule are fully complied. Consult and evaluate vendor recommendations / solutions where appropriate.
- Validate clear and timely communication to business units and other key stakeholders.
- Responsible for on call support 24 x 7 to ensure operations continuity and stability.
- Coaching, managing and developing employees by establishing clear goals, expectations, and strategies for employee performance.
- Provide opportunities for staff to upkeep the cloud technology and industrial best practice for digital operations. Requirements
- Minimum 6 years working experience in IT, with at least 5 years in related positions and leadership role.
- Tertiary qualifications are desirable.
- Able to work on shift and able to cope with pressure.
- Good and effective communication and interpersonal skills.
- Conflict resolution and negotiation skills.
- Customer service oriented, good team player, able to collaborate with others and strong leadership capabilities, with the capability to develop and guide a team to work with only minimal supervision.
- Excellent analytical and problem solving skills with good sense of urgency.
- Able to handle multiple tasks and coordinate tasks/problem solving with multiple IT groups, service suppliers and business users.
- Knowledge and experience in quality assurance, vendor management, IT operational processes/methodology.
- Ability to effectively understand business operation, impact and manage implementation of resolution to resume its services in a speedy and effective manner.
- Good and practical experience in Information Technology Infrastructure Library (ITIL) processes/practice adoption of Incident Management / System Change Management / Service Transition / Problem Management is definitely an advantage.
- Demonstrated focus on customer service excellence (Mandatory).
- Knowledge of monitoring tool (Catch Point) configuration is preferable.
- Certifications in Microsoft Azure cloud, AWS cloud and Microsoft Power BI is preferable.
- Knowledge of Artificial Intelligence/Machine Learning (AI/ML), data analytics tool is preferable.
- Certifications in ITIL 4.0 and/or ISO20000 implementation is preferable. Personal & Application Information
Service Operations Lead - Hong Kong, 香港 - Cathay Pacific Airways Limited
描述
Role IntroductionReports to: Service Operations Manager
This role is responsible for delivering excellent operational and managerial role of IT Incident Management / System Change and Service Transition Management / Problem Management across Cathay Pacific IT teams. This role needs to assist Service Operations Manager to develops, drives, manages and maintains the Incident Management / System Change & Service Transition Management / Problem Management process and associated procedures. Have aptitude for picking up new technologies to support the end to end Lifecycle for improvement and increase efficiencies.
Key ResponsibilitiesCathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.