Company: Cathay Pacific
Closing Date: "No Closing Date Stated"
Job Description :This role is available to Hong Kong residents or to those who have the right to work in Hong Kong.
To provide support to IT Operation functions ensuring service avaibility and quality levels that allow business to delivery superior saftey and service to customers. Must work closely with Infrastructure and Application support member to drive unified service delivery definitions and service improvements. Perform analysis on IT service efficency to improve cost and/or service quality levels. Perform support activities ensuring on-going operational readiness is maintained daily.
Key Responsibilities:The Operation Management Analyst is accountable to the Operation Management Lead to:
- Ensure estate platforms are maintained to current support levels.
- Establish operations product lifecycle tracking for all assets and services.
- Ensure all operational batch and schedule jobs are executed to business requirements.
- Manage vendor delivery of all back-up and restoration operation activities and service requests.
- Analyze and identify performance and resources bottlenecks, raise incidents and problems when breaches of performance and capacity thresholds are detected
- Assist with the assessment of the impact of all changes, including release package, on the performance, availability and capacity of all services and resource
- Coordinate and participate in the planning of Business Capacity Management (BCM), Component Capacity Management (CCM), Service Capacity Management (SCM) for IT Infrastructure and Application
- Prepare regular management reports that include current usage of resources, trends and forecasts
- Provide suggestions on tuning of services and systems and the optimum use of hardware and operating software resources
- Perform business realization management measurement and assessment reporting.
- Coordinate and participate in the establishment of IT Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP)
- Coordinate and participate in the establishment of Crisis Management Plan (CMP)
- Coordinate and perform periodic verification and maintain the accuracy of BCP/DRP/CMP
- Assist in the communication of IT Service Continuity Management objectives within the business areas supported and IT service areas
- Participate in the assessment of changes, including release package, for their impact on BCP/DRP
- Maintain and update the Assurance of Continuity in IT Services Process and Procedures
- Establishment and maintenance of support model and Vendor service procedures.
- Participate Operations Review Group (ORG) meetings; manage Service Providers and the services they supply, to provide seamless quality of the IT service to ensure operational service objective is met
- Establish and drive and oversee improvement initiatives from Service Providers
- Maintain and update the Crisis Management Process and Procedures
- Assist in the establishment of improvement initiatives from Service Providers.
- Assist with identification of negative trends on KPIs and provide guidance on possible improvement actions.
- Provide leadership for establishment / enhancement of automated monitoring and alerting.
- Support infrastructure changes by consulting on approach, scheduling and communications
Job Requirements :- Minimum 5 years working experience in IT
- Able to handle multiple tasks and coordinate tasks/problem solving with multiple IT groups, service suppliers and business users
- Strong data analysis skills that identify baselines, trends, patterns, systemic problems
- Knowledge of statistical process control and measurement / reporting practices
- Customer service oriented and good team player
- Strong problem solving and analytical skills with good sense of urgency
- Good and effective communication and interpersonal skills
- Sound knowledge and experience in IT Service Continuity Management and budget management
- Ability to effectively understand business operation and impact
- Good and practical experience in Information Technology Infrastructure Library (ITIL) processes/practice adoption is definitely an advantage
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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