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Vice President, Section Head, IT Incident Management

Chong Hing Bank • Full Time • Wong Tai Sin District, Hong Kong, HK • 19h ago

Enhance the IT Incident Management process
Manage IT Business Continuity Mechanism
Support IT governance activitiesv

Responsibilities:

Maintain and continually enhance the IT Incident Management process, standard operating procedures, and escalation criteria within the overarching IT governance framework
Drive resolution and remediation of all incidents through effective and timely communicate across multiple teams (incl. technology risk, business and support units) to ensure rapid recovery (This may require 7 x 24 support on standby mode)
Quickly evaluate the technical complexity, severity, and business and operational impacts (e.g. customer, regulatory, financial) stemming from service disruptions
Communicate incident status, impact assessments, and resolutions to all stakeholders (incl. senior management) clearly and promptly
Create and maintain detailed records of incidents, including their root causes, resolutions, and lesson learned
Ensure IT incidents are resolved in alignment with established service level agreement/timeline, and on time escalation to management
Oversee the quality of root cause analysis and mitigation actions and risk remediation matters of all IT incidents
Compile internal reports of IT Incidents/Problems and perform regular trend analysis to drive continuous improvement actions and prevent recurrence
Strengthen and manage IT Business Continuity Mechanism and process to ensure stability and continuity of services during disaster situation
Ensure IT incident response aligns with regulatory requirements and best practices in the financial service industry
Conduct regular training and share incident insights with all IT team members to drive continuous operational awareness and promote a strong culture of resilience
Provide support IT governance activities, including compliance and audit reviews, regulatory gap analysis, and cross-departmental coordination for relevant IT committees

Requirements:

Bachelor degree in Information Technology, Computer Science or equivalent
8 years or above experience in IT Operations and Service Management areas, specifically incident and problem management, combined with 3 years in IT governance management experience
Strong analytical abilities and proven problem-solving skills, with a track record of performing effectively under pressure
Strong leadership and interpersonal skills, with the ability to communicate clearly and collaborate with diverse stakeholders
Self-motivated, proactive, and highly committed to take ownership and accountability for results
Proven experience managing incident reporting workflows to local banking authorities
Good understanding of operational risk management framework, data privacy regulations, and financial security standards
Relevant certifications such as ITIL, CISSP, CISA, CISM or equivalent qualifications is preferable
Strong leadership, able to motivate and drive a team to achieve business goals
Client-centric and able to resolve problems and handle incidents with a sense of urgency
Good command of written and spoken English and Chinese (including Mandarin)

We offer competitive remuneration package and promising career opportunities to the successful candidates. Interested parties, please send full resume with current & expected salary and the date of availability to The HR Division, G.P.O. Box 2535, HK , or by clicking Apply Now. Please quote reference on your application. Information provided will be treated in strict confidence and only be used for recruitment purposes. Personal data of unsuccessful applications will be destroyed 24 months after the completion of the recruitment and selection exercise.

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