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Incident Manager

Information Technology • Full Time • Hung Hom, Hong Kong, HK • HK$ 48,000 - HK$ 52,000 / month • 20h ago

Attractive salary package and benefits
5 days Work
Management Level in large-scale company

Responsibilities

Act as the primary point of contact for all major incidents.
Lead and coordinate the incident response process.
Facilitate communication between Group IT, technical teams, business stakeholders, and management.
Drive rapid incident resolution while minimizing business disruption.
Host Major Incident calls/bridges and ensure timely updates to stakeholders.
Monitor and track incident progress until closure.
Ensure accurate and complete documentation in the incident management system.
Perform root cause analysis (RCA) or coordinate with problem management teams.
Identify recurring issues and propose preventive measures or improvements.
Develop and maintain incident management procedures and best practices.
Prepare incident reports (post incident review, summary reports, dashboards).
Ensure compliance with ITIL processes and organizational policies.
Support continuous improvement of incident management workflows.
Provide guidance and training to support teams on incident management processes.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field (preferred).
ITIL Foundation certification is highly preferred

Experience
3–5 years’ experience in IT operations, service management, or technical support.
Hands-on experience managing major incidents in a medium to large enterprise.
Familiarity with ITIL framework, especially Incident, Problem, and Change Management.
Strong analytical and troubleshooting skills.
Excellent communication and coordination abilities.
Ability to work under pressure and manage high-severity incidents calmly.
Strong decision-making capabilities in time-sensitive situations.
Experience with incident tracking tools (e.g., ServiceNow, Jira Service Management, BMC Remedy).
Ability to produce clear and concise incident reports.
Stakeholder management and conflict resolution skills.
Ability to multitask and prioritize tasks effectively.
Soft Competencies
Proactive and detail oriented.
Strong leadership and facilitation capabilities.
Customer focused mindset.
Ability to collaborate across multiple teams and departments.

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