Job: IT Incident Manager

Location: Shanghai

Reports To: IT Incident Leader

Principal Accountabilities:

• As the owner of incident management process in Asia, in charge for process education and optimization
• Ensure the IT Incident process is respected and well executed by stakeholders and execution team
• Detect and manage of incident resolution trouble (e.g. ticket bouncing between resolution groups or blocked)
• Managing the major incident, coordinate with each resolver team, manage the communication to management team
• Well know the root cause analysis process, perform postmodem meeting on failed incident
• Analyze incident resolution trouble. Take control over or manage escalation for complex cross-tower incidents when needed
• Review and assess overall Incident reports, surveys and data
• Report on the overall incident process
• Gather continual improvement suggestion from stakeholders
• Flexibility of on-duty call during night for Major incident

Key Qualities Required:

• Good knowledge of ITIL Service Delivery processes (preferably with formal certification)
• Good awareness of commercial commitments and liabilities
• Experience of Incident Management tools
• Strong communication skill in Chinese and English
• Good documentation and presentation skill
• Able to manage resources from outsource partners or other teams without authority
• Multi-tasking ability to work independently and under pressure

Qualifications:

• University degree in Computer Science or other engineering field
• 8+ years working experience, prefer IT industry
• 3+ years of operational process management experience (incident, data center management)
• 3+ years hands on experience in technical domain (windows, Unix, Network, Database, middleware etc.), basic understanding of common commercial application ( ERP, Sieble etc.)
• Speak fluent English and Chinese