Role Introduction
Reports to: Senior/Service Operations Lead
Service Operations Analyst is responsible to possesses great deal of initiative and strong communication skills to implement and maintain our Incident Management / System Change & Service Transition and Problem Management processes with regard to service capability within IT Service and Operations.
Key Responsibilities
- Execute operations management with leveraging AI ops platform and ITSM to achieve continuous improvement on Service stability and customer satisfaction
- Execute user and service experience improvements based on related ITSM performance statistical AI analysis and data analytics with Artificial Intelligence/Machine Learning (AI/ML)
- Perform system and workflow improvements to enhance the Operation automation and customer self-service
- Work collaboratively with Support teams to ensure customer service standards are met throughout the Incident Management, Problem Management and System Change & Service Transition management process
- Identify and drive workflow improvements to enhance the Operation automation
- Prepare regular reporting on Incident Management / System Change & Service Transition and Problem Management information, facilitate for regular review meetings
- Responsible for on call support 24 x 7 to ensure operations continuity and stability
- Provide opportunities for staff to upkeep the cloud technology and industrial best practice for digital operations
- Initiative to drive the automation to benefit the Incident Management, System Change & Service Transition and Problem Management
Requirements
- Minimum 6 years working experience in IT industry is an advantage
- Good command in English and Tertiary qualifications are desirable
- Able to handle multiple tasks and coordinate tasks/problem solving with multiple IT groups, service suppliers and business users
- Able to work on shift
- Customer service oriented and good team player
- Effective communication and interpersonal skills
- Practical experience in Information Technology Infrastructure Library (ITIL) processes/practice adoption of Incident Management / System Change & Service Transition and Problem Management are advantageous
- Good understand of Machine Learning and Artificial Intelligence
- Knowledge of ITSM tool (Service Now)
- Knowledge of monitoring tool (Catch Point) configuration, Microsoft Power BI, Microsoft Azure Fundamental, AWS cloud is preferable
Personal & Application Information
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.
