Delivery of ITIL processes to support AXA business objectives. To support the delivery of these activities this role will require coverage across critical business hours.

For the specific process area of responsibility:

• Monitor compliance to the ITIL processes specifically problem management, change management, incident management and Project Management for BAU delivery.
• Control gathering of process metrics and documentation.
• Interpreting, evaluating and investigating process metrics.
• Acting as the interface between service users and service delivery for correct approval, prioritization and resolution where appropriate.
• Conducting, investigating, escalating and resolving problems.
• Assist team with reviewing processes and redesigning procedures, on an ongoing basis to improve efficiency, and socializing changes across implementation teams.
• Representing at appropriate governance forums.
• Managing and delivering the system monitoring solution for local and regional Infrastructure.
• Managing a team of technical resources delivering these activities.

The ideal candidate would be responsible for the following:

Incident Management

• Escalate incidents to appropriate resolving area and monitor resolution progress against SLA's to ensure solutions are achieved within agreed time frames.
• Ensure control of major incidents through appropriate escalation, including War Rooms.
• Monitor incidents, complete recoveries and explain severity of problem, the resolution and an estimated time for service recovery.
• Control known problems / errors through the co-ordination of appropriate resolution activity and the use of proactive intervention when agreed escalation times are exceeded.
• Ensure incident tickets contain complete information up to the time of incident resolution.
• Constantly monitoring and improving speed of incident resolution.

Problem Management

• Ensure preventative action is taken to prevent problems being replicated from one system / environment to another.
• Drive problem identification and root cause analysis.
• Ensure that records are analyzed to determine trends, feedback is provided to IS testing, training and documentation to prevent problem recurrence and management reports are prepared on a regular basis.
• Provide problem trend and root cause analysis reports to identify recurring incidents and underlying problems to ensure effective solutions are put in place.
• Ensure that problem and service request records are monitored, tracked and analyzed from initial recognition to final resolution, in order to determine trends, training needs and documentation required to build a knowledge base.
• Ensure root cause analysis data is captured in Service desk tool, along with other post-incident information required for monthly reporting.
• Correlate recurring incidents to problems and provide feedback to application teams for possible requests to change application.
• Produce post incident reports draft for P1/P2 incidents within 2 business days of reported incident.
• Produce post incident final draft for P1/P2 incidents within 5 business days of reported incident or the agreed timeframe with regional service management teams.
• Ensuring reduction in number of incidents.

Change Management

• Planning of changes as required by customers for new services or changes to the existing services.
• Negotiating change windows and seeking change approvals from the customer.
• Reviewing change implementation plan and assisting service delivery teams to implement the changes.
• Ensuring the changes have minimal impact to the existing services.
• Identifying need for changes to the infrastructure and pro-actively suggesting improvements in infrastructure.

Configuration Management

• Monitor Configuration Management practices across the organization.
• Ensure the CMDB reflects the authorized state of the IT infrastructure and services.
• Organize regular checks of the status of the CMDB against the installed systems.
• Ensure all staff are familiar with and follow the Configuration Management policies and processes.
• Distribute reports and management information on the CMDB.

Disaster Recovery

• Assist the Service Management Manager in the analysis, planning and execution of Disaster Recovery activities.

The successful candidate should possess:

• Purposeful Communication.
• Negotiating Expectation.
• Prioritizing and Planning.
• Problem Solving.
• Owning Decisions.
• Optimistic Mind-set.
• Bachelor Degree in Business Administration, Information Technology or related disciplines.
• Minimum 5 years of working experience in related areas.
• Excellent command of written and spoken English is a MUST.
• Leadership and organizational skills with the ability to drive different teams and different technical experts to solve and follow up the incident.
• Technical knowledge on IT Infrastructure and Software.

We offer excellent career prospects and attractive remuneration package to the right candidates. Interested parties, please send your detail resume with present and expected salary.

If you have any queries on this position, please feel free to contact us through email. All personal data collected will be treated in strict confidence and used solely for recruitment purpose. All applicants’ information will be destroyed after 12 months.

Created on 1 January 2002, AXA Technology Services Asia (HK) Limited is a wholly owned subsidiary of AXA Group Operations, established to provide IT infrastructure services to AXA companies worldwide.  AXA Group Operations are based in 13 countries with a workforce of over 3,000 employees.  AXA Group Operations serve 53 AXA Group companies in 24 countries in Europe, North America and Asia.  It manages nearly 1 billion euros in IT spending for AXA companies.