IT Production Support Sr Manager - Vice President IT Production Support Sr Manager - Vice President …

in Hong Kong
Permanent, Full time
Last application, 09 Mar 21
in Hong Kong
Permanent, Full time
Last application, 09 Mar 21
IT Production Support Sr Manager - Vice President
The IT Production Support Senior Manager is a senior management-level position responsible for effective implementation of the Incident Management process and liaising between business users and technologists to exchange information in a concise, logical and understandable way in coordination with the Technology teams. The overall objective of this role is to contribute continuous stable environment of technology for country business.

  • Responsible for Technology Incident management process for HK, including follow-through with respective parties to ensure incidents are resolved in a timely manner
  • Determine if an incident / a change request needs to be escalated according to priority, severity and impact
  • Perform Incident communication to impacted parties and report promptly to management regarding critical issue until resolution
  • Liaise with HK Regulator for all regulator-reportable incidents including regulatory report write up
  • Participate in Incident, Problem and Change management meetings as the representative of Hong Kong
  • This position also partners with regional Release Management teams and local business users for the followings
    • Liaise with HK Regulator and the Compliance for allregulator-reportable systems downtime & impact assessments during release
    • Coordination of all the country release management activities
    • Coordination with country business users for all change activities and sanity test arrangement
  • Coordinate Release management activities such as impact analysis and sanity test arrangements
  • Candidate is required to work on some weekends if there are major incidents/technology change release occurring during weekends
  • Supervise a team including work allocation, budget and planning, performance evaluation, compensation, staffing and other duties as assigned
  • Resolve issues that have impact beyond own area and apply in-depth understanding of concepts and procedures within own area and basic knowledge of other areas
  • Has the ability to operate with a limited level of direct supervision.
  • Can exercise independence of judgement and autonomy.
  • Acts as SME to senior stakeholders and /or other team members.
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

  • 6-10 years of relevant experience
  • Demonstrated leadership skills
  • Consistently demonstrate clear and concise written and verbal communication
  • Proven interpersonal skills with ability to partner and influence across organizational lines
  • Proven ability of using complex analytical, interpretive and problem-solving techniques
  • Consistently demonstrate clear and concise written and verbal communication
  • Candidates with ITIL certification highly preferred
  • Strong domain knowledge on consumer/retail banking products and regulations
  • Fluency in Cantonese and/or Mandarin will be a plus.

  • Bachelor's degree/University degree or equivalent experience

Job Family Group:
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Business Analysis / Client Services
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