Job ID: 13097

Entity: AXA Hong Kong

Responsibilities:

• Act as Escalation point for incidents and service request resolution, Ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
• Ensure that all modes of communication are effectively used throughout the Major incident life cycle
• Ensure Incident and problem tickets are well managed and resolved within predefined SL
• s 7x24 support on standby mode will be required - Build and Develop relationships between Internal customer and relevant technical teams, driving global interaction with stakeholders and business partners
• Support business units to adopt the new technology or product changes
• Effective Monitor, control and support service delivery ensure system methodologies and procedures are followed. 
• Participate in Change Advisory Boards (CAB) to review and analyze all planned changes, to mitigate the potential business impact.
• Support CSIP (Continuous Improvement plan). Continuous review and improve operations process to avoid potential incidents.
• Support Service Transition ensuring proper handover from project to BAU mode

Qualifications:

• Minimum 3 years of experience working in an environment based on best practice of ITIL frameworks and governance 
• Experience in IT Service Management includes IT Incident, Problem and Change Management as well as driving
• Continuous Service Improvement CSI
• Knowledge of IT infrastructure and application technologies 
• Experience in handling complex situations and escalations
• Proven ability to work with a diverse set of stakeholders
• Certification in IT Infrastructure Library (ITIL) v3 or above is preferred

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 50 markets and serving 95 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits) , Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).