top of page

Infrastructure Services Lead - Leading Financial Institution

Infrastructure & Cloud

10 October 2023

Hong Kong

Our client, a leading financial institution with an enterprise technology setup and a large user base, is looking for an Infrastructure Services Lead. It is a crucial role responsible for ensuring the smooth operation and maintenance of the IT infrastructure. This includes overseeing all incident and problem management aspects, disaster recovery, ITIL process implementation, and end-user support. The successful candidate will be key in enhancing service delivery, driving process improvements, and maximizing system availability.

Key Responsibilities:

  • Manage the incident and problem management process, ensuring timely and effective resolution of issues to minimize impact on business operations.

  • Monitor and analyze incident trends, identifying root causes and implementing preventive measures.

  • Collaborate with internal teams and external vendors to resolve complex incidents and problems.

  • Review and update incident and problem management procedures to ensure they align with industry best practices.

  • Develop, implement, and maintain robust disaster recovery and business continuity plans.

  • Conduct regular disaster recovery exercises to validate the effectiveness of plans and identify areas for improvement.

  • Coordinate with stakeholders to ensure DR plans are regularly updated and aligned with changing business requirements.

  • Provide guidance and support during actual disaster recovery scenarios.

  • Lead the implementation and continuous improvement of IT service management processes, ensuring compliance with ITIL best practices.

  • Define, document, and maintain IT service management procedures, including incident, problem, change, and configuration management.

  • Collaborate with other IT teams to streamline and automate service management processes.

  • Oversee the delivery of efficient end-user support services, including incident resolution, software deployment, and hardware maintenance.

  • Establish and monitor relevant support metrics, ensuring timely resolution and customer satisfaction.

  • Develop and maintain the support knowledge base and self-help tools for end users.

  • Manage a team of support professionals, providing guidance, leadership, and performance management.

Qualifications and Skills:

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline.

  • ITIL certification and strong knowledge of ITIL processes.

  • Minimum of 15 years of experience in infrastructure operations and support roles.

  • Strong team leadership and management experience.

  • Expertise in incident and problem management, with a proven track record of resolving complex technical issues.

  • Experience in disaster recovery planning and execution.

  • Solid understanding of IT infrastructure, networking, and cloud technologies.

  • Strong leadership abilities, with the ability to drive and deliver results.

  • Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.

  • Proven ability to adapt and thrive in a fast-paced, dynamic environment.

bottom of page