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Senior Service Operations Lead

  • Technology
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific

Reports to: Service Improvement Manager

Department: Information Technology (IMT)

To lead and manage a team of engineers to continually drive improvement opportunities within IT Operations, communicate with other BU and IT managers to ensure directions are aligned and resources effectively prioritized.

Key Responsibilities

  • To establish and drive a framework to ensure sustainable and effective service management of IT teams, while leading to team to focus on fixing any major problematic areas
  • To perform the role of a Scrum Master, working with different Product Owners to focus resources on most relevant initiatives
  • To represent IT Operations perspective in numerous Steering Committee, and communicate with Senior Management on Service Improvement and benefit
  • To ensure the team is properly capturing and prioritizing issues that are most impacting customer satisfaction, and drive the critical resolution/mitigation activities
  • To drive improvement of individuals performance and ensuring team members are all continually skilling up, both technically and environmental, business knowledge

Requirements

  • Tertiary qualifications are essential
  • Minimum 10 years of IT experience
  • Proven experience in IT development area, especially in developing custom web and mobile applications
  • Proven experience in driving Good Practices of ITIL Service Transition and Operations management
  • Experience in the following disciplines: service quality management, application and infrastructure management
  • Experience in general people management and driving motivation of team members

Key IT Competencies:

  • Core (Behaviours) - Organisational & Financial Awareness, Analysis & Problem Solving, Planning & Organising, Communication & Influence, Team & Partnership, Leadership

  • Technical (Skills & Knowledge) – IT Infrastructure Library (ITIL), Service Management practice and tool, Quality Assurance, Agile/Devops or LEAN methodology, Log Analysis tools (e.g. Splunk/Elasticsearch) , Web Development (e.g. NodeJS, Go, Swift, C#, Java)

Application deadline: 18 August 2019

Cathay 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.

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