What Jobs are available for Problem Management in Hong Kong?

Who are we?
We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen.

Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

What do we do?
We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.

We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Department
The IT Infrastructure and Platform Operations Department is responsible for the design, implementation, and management of the infrastructure that supports the Club's IT systems, and leads the Service Management capabilities that ensure the smooth running of these systems.

This department ensures that all technological resources operate efficiently and effectively to support business objectives. Key responsibilities include:

• Design and operate processes and controls that ensure IT service availability, performance, and resilience are aligned with business expectations.
• Manage the 24x7 IT Operations Centre.
• Manage the Club's exploitation of the public cloud.
• Manage the complete lifecycle of the Club's IT network and the technology within our data centres.
• Provide the roadmaps, standards, and capabilities that enable our IT infrastructure to remain current (eligible for vendor support) and secure (patched and remediated against CVEs).
• Provide the Club's colleague collaboration technology suite, including desktop and laptop computers, mobile devices, collaboration tools, carrier contracts, and associated support functions.

The Job
You will:

Problem Identification and Root Cause Analysis:
Lead discussions with technical teams to gather data on incident trends, hardware/software failures, and resource use. Analyse incident records to identify patterns and potential problems. Conduct thorough investigations using root cause techniques like 5 Whys, Fishbone Diagram, and Fault Tree Analysis. Employ data analytics and AIOps tools to detect anomalies and recurring issues relevant to the Club's IT service demands. Communicate documented findings to stakeholders. Consider service management's four dimensions: People, Process, Technology, and Supplier during analysis.

Problem Control:
Consider all contributory causes, including factors affecting incident duration and impact. Identify and document workarounds with relevant team members, ensuring clear symptom definitions. Conduct error control to find potential permanent solutions and regularly reassess unresolved errors based on customer impact, solution availability/cost, and workaround effectiveness.

Collaboration:
Work closely with SMEs, developers, and stakeholders for seamless problem resolution. Facilitate inter-team communication for unified management approaches. Establish effective meeting rhythms with clear agendas, action items, and delivery timelines. Engage external vendors/service providers as needed, maintaining open, timely communication. Collaborate with incident managers, recognising complementary but sometimes conflicting processes. Interface with risk, change, knowledge management, and continual improvement teams.

Incident Washup Calls:
Prepare and moderate washup calls post local horse racing events. Ensure communication and coordination to identify/address issues. Set urgency, drive troubleshooting, and facilitate root cause/impact discussions. Document follow-up actions—further analysis, emergency fixes, preventive measures—and track assignments to completion. Develop and implement remediation plans collaboratively, using configuration changes, software releases, or infrastructure enhancements. Summarise key findings, decisions, and next steps clearly for senior management.

Training:
Provide comprehensive problem management training for IT support and developers, including detailed guides and online resources. Conduct workshops and sessions to improve skills in root cause analysis, data analytics, AI, and machine learning. Evaluate training effectiveness via feedback, assessments, and metrics. Continuously update materials and methods to maintain relevance.

Reporting:
Prepare and deliver regular reports on problem management activities covering trends, root causes, and fixes. Track KPIs to measure process effectiveness. Create dashboards and visualisations for clear insights. Keep senior management and stakeholders informed of current issues and resolutions.

Continuous Improvement:
Continuously enhance problem management processes for better service quality and efficiency. Stay current with industry trends and best practices. Conduct regular reviews/audits to find improvement areas. Refine processes incorporating feedback and lessons learned. Enhance related processes (Change, Incident, Knowledge management) to uplift overall service management capabilities. Leverage BMC Helix platform advancements and AI features to improve ITSM/ITOM by simplifying, automating, and aligning with industry standards for reliability and efficiency. Implement roadmap for platform migration, building service models, connecting critical business activities to configuration items, and enhancing monitoring. Use AI-driven insights and predictive management to accelerate MTTD, MTTR, and improve service reliability and operational efficiency.

About You
You should have:

• Degree or above qualifications in Computer Science, Engineering or relevant disciplines
• Minimum 15 years of work experience in an IT environment, with 8 or more years of experience in project management of medium to large-scale IT Infrastructure projects
• Track record of relevant experience in IT infrastructure/operations implementation projects
• Strong technical knowledge and experience in IT service management, incident management, and problem management. Excellent analytical and problem-solving skills to identify root causes and develop effective solutions.
• Strong verbal and written communication skills to effectively collaborate with IT teams, business users, and stakeholders. Ability to manage multiple projects and tasks simultaneously, ensuring deadlines are met and objectives are achieved .
• ITIL Foundation certification is required; advanced ITIL certifications are a plus . Proven track record in managing and resolving complex IT issues.
• Experience with AI and machine learning applications in ITSM, including predictive analytics and automated remediation.
• Familiarity with the latest BMC Helix platform and its capabilities, including ServiceOps, AIOps, and ITOM technologies. Ability to drive the adoption of these technologies to improve service management processes and outcomes

Terms of Employment
The level of appointment will be commensurate with qualification and experience.

How To Apply
Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:

Fax:

Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request

Responsibilities

1. Customer Service Policies Development:

(1) Responsible for formulating and improving the customer service policies for ToC customers.

(2) Optimize service processes and customer experience design for ToC business in response to market dynamics and customer needs.

1. Customer Service Issue Improvement:

(1) Responsible for coordinating relevant teams within the company to address common issues of ToC products that impact customer experience and enhance service quality.

(2) Regularly analyze ToC customer complaints and survey data, propose improvement measures, and optimize the service process.

1. Customer Service Experience Optimization:

(1) Monitor and optimize the ToC customer experience, designing the full process from customer contact to service completion.

(2) Identify and address pain points in the ToC customer experience through customer surveys, data analysis, and other methods.

1. Cross-Departmental Collaboration:

Provide service coordination support and collaborate with relevant departments to facilitate problem resolution and enhance service quality.

Requirements

1. Education: Bachelor's degree or above in telecommunications, computer science, or a related field.

2. Experience: More than 5 years of relevant work experience, preferably in the telecommunications industry.

3. Skills Required:

4. Familiarity with ToC customer service processes and customer experience design;

5. Strong data analysis and problem-solving skills;

6. Experience in ToC product management, operation analysis, and service support is preferred.

7. Language Requirement: Good at both written and spoken English and Chinese.

Responsibilities:

• Act as the Top VIP customers interface to ensure all the service scopes provided are delivered on time and aligned with the Service Level Agreement (SLA).
• Deliver quality customer management for top VIP customers via precise resource planning.
• Be the key point of contact for escalated operation incidents & work out immediate resolution to Top VIP customers.
• Plan and execute customer journey strategies and innovative initiatives to engage customers and stimulate professional customer management.
• Liaise with internal functional departments and help sales to provide and deliver/answer compliance question and questionaries
• Perform in-depth analysis of customer behaviour & satisfaction.

Requirements:

• Bachelor degree in Business or related discipline(s).
• At least 2 years relevant working experience
• Strong customer orientation, leadership and presentation skills.
• Able to build strong relationships with people at all levels in the organization
• Organized, independent, innovative, and able to work under pressure.
• Good written communication in Chinese and English, as well as verbal presentation skills in Cantonese, English and Putonghua.
• Proficient in MS Office and sound PC knowledge, such as Word, Excel and Chinese word processing.

Company Overview

iAdvantage Limited (互聯優勢有限公司) ("iAdvantage") is the wholly-owned subsidiary of SUNeVision Holdings Ltd (SEHK:1686).

SUNeVision, the technology arm of Sun Hung Kai Properties, stands as Hong Kong's largest data centre provider. Established in 1999, SUNeVision has been at the forefront of delivering best-in-class, carrier and cloud-neutral data centre services. With over two decades of experience in data centre design, construction, and management, we empower our customers to leverage our expertise in identifying the most suitable solutions for their IT infrastructure requirements.

Responsibilities: -

• Manages 7 x 24 IOC operations for our data centers
• Ensures all enquires, service requests, incidents, complaints and problems are properly handled
• Ensures adherence to standards and processes under the ISO2000 and ISO27001 framework
• Manages the performance of front-line services to ensure committed service levels are met
• Acts as an escalation point for high priority issues and is responsible for incident management and reporting
• Manages customer communications for all service-related matters
• Ensures adequate staff training and sufficient resources to support day-to-day operations
• Establishes management framework and explores opportunities for service improvement

Requirements: -

• Bachelor's degree in Information Technology, Building Services Engineering or related discipline
• Minimum of 10 years' leadership experience in IOC operations, preferably in data center or telecom operations delivery environment
• Solid experience in managing 1st and 2nd tier support, and dealing with multinational customers
• Knowledge in service model and best practices, such as ITIL, ISO9000, 2000, 27001, etc.
• Strong process review, change management and adoption skills
• Service mentality and striving for excellence
• Strong communication and interpersonal skills
• Good team management and leadership
• Good command of both written and spoken English and Chinese
• Candidate with less experience may be considered as Senior Manager

Good remuneration and attractive fringe benefits will be offered to the successful applicant. Interested parties please apply with full resume, present & expected salary, available date by clicking "Apply Now". For further information, please visit our company website:

We are an equal opportunity employer and welcome applications from all qualified candidates. All personal data collected will be used for recruitment purpose only. Applicants not hearing from us within 3 months may consider their applications unsuccessful. All personal data collected will be destroyed within 12 months.

Axiom Technologies is an Australia-based organization with a global presence, specializing in Managed IT Solutions for medium to large-scale enterprises. To learn more about what we do, please visit:

We are seeking an experienced Incident Management Specialist to lead the response to major IT incidents, minimize downtime, and ensure swift resolution across business units. The ideal candidate will act as a key point of contact during critical incidents, coordinate technical efforts, and continuously improve incident management processes to enhance operational resilience.

Key Responsibilities:

• Lead the resolution of major IT incidents across various business units, following established procedures and playbooks to minimize user impact.
• Serve as the primary point of contact for critical infrastructure incidents, ensuring effective communication and coordination.
• Collaborate with technical teams to quickly identify root causes and implement effective solutions.
• Prioritize incidents based on their urgency and impact on business operations.
• Document incident protocols, actions taken, and resolutions to ensure transparency and facilitate future learning.
• Provide regular incident updates to management and relevant stakeholders throughout the incident lifecycle.
• Review, analyze, and enhance incident management processes for increased efficiency and effectiveness.
• Ensure all incident management activities adhere to IT service management standards and security policies.
• Document lessons learned from incidents to improve future response strategies.
• Manage workplace IT projects, ensuring completion within scope, time, and budget parameters.
• Conduct root cause analysis to identify underlying issues and implement long-term solutions.

Qualifications & Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4+ years of IT experience focusing on infrastructure or service management.
• ITIL v4 Foundation certification is required; experience with ITIL v4 Incident Management preferred.
• Strong technical writing skills and ability to prepare clear reports and presentations.
• Excellent communication skills, with experience in client-facing and stakeholder management.
• Knowledge of cloud platforms, particularly Azure, and related infrastructure is a plus.
• Familiarity with networking, security, and troubleshooting tools.
• Ability to adapt quickly to new technologies and changing environments.
• Proven experience working in high-interaction client or project environments.

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to

• Organize and arrange production activities to meet the bank's production and operation management objectives
• Responsible for production incident support service
• Create and update incident records with incident classification and categorization
• Manage and communicate with the head office, end users or vendor
• Provides regular status reporting to management
• Follow up root cause analysis, corrective action implementation & preventive measure

• University graduate in computer science or related discipline
• Minimum 3 years of relevant experience preferably in banking industry
• Skilled in using SQL for data analysis
• Experience in software development is preferred
• Experience in report and procedure writing is preferred
• Good organizational and problem solving abilities as well as good communication and interpersonal skills
• Hard-working, sincere and cooperative
• Good command of spoken and written English and Chinese, including Putonghua

The Major Incident Management Lead is responsible for leading the response to major incidents that impact the firm's operations. This role is critical in ensuring effective communication with senior stakeholders and coordinating the technical recovery process to minimize business disruption. The ideal candidate will have a strong background in incident management, excellent communication skills, and the ability to work under pressure. Perm position.

Key Responsibilities:

• Lead the major incident management process, ensuring timely and effective resolution of incidents to minimize impact on business operations.
• Coordinate and communicate with senior stakeholders, providing clear and concise updates on incident status and recovery efforts.
• Develop and maintain incident management plans, including escalation procedures and communication protocols.
• Oversee the technical recovery process, working closely with IT teams to ensure swift resolution and service restoration.
• Conduct post-incident reviews and analysis to identify root causes and implement measures to prevent future incidents.
• Collaborate with cross-functional teams to improve incident management processes and ensure alignment with overall business objectives.
• Maintain and update incident management documentation, ensuring accuracy and accessibility for all stakeholders.
• Provide leadership and guidance to the incident management team, fostering a culture of continuous improvement and responsiveness.
• Develop and deliver training programs to enhance incident management capabilities across the organization.
• Monitor industry trends and best practices to ensure the company's incident management approach remains current and effective.

Qualifications:

• Bachelor's degree in Information Technology or a related field.
• Extensive experience in incident management, preferably in a leadership role.
• Strong technical background with the ability to understand and oversee complex technical recovery processes.
• Exceptional communication and interpersonal skills, with the ability to effectively engage and influence senior stakeholders.
• Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.
• Experience in developing and implementing incident management plans and procedures.
• Familiarity with industry-standard incident management frameworks and tools.
• Leadership experience with a track record of building and leading high-performing teams.

Company description:

The Hong Kong Jockey Club

Job description:

Who are we?

We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen.

Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

What do we do?

We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.

We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Department

The IT Infrastructure and Platform Operations Department is responsible for the design, implementation, and management of the infrastructure that supports the Club's IT systems, and leads the Service Management capabilities that ensure the smooth running of these systems.

This department ensures that all technological resources operate efficiently and effectively to support business objectives. Key responsibilities include:

• Design and operate processes and controls that ensure IT service availability, performance, and resilience are aligned with business expectations.
• Manage the 24x7 IT Operations Centre.
• Manage the Club's exploitation of the public cloud.
• Manage the complete lifecycle of the Club's IT network and the technology within our data centres.
• Provide the roadmaps, standards, and capabilities that enable our IT infrastructure to remain current (eligible for vendor support) and secure (patched and remediated against CVEs).
• Provide the Club's colleague collaboration technology suite, including desktop and laptop computers, mobile devices, collaboration tools, carrier contracts, and associated support functions.

The Job

You will:

• Data Collection and Analysis: Develop and implement robust processes for data collection that ensure the accuracy and reliability of service performance metrics. Use statistical methods and analytical tools to interpret data and generate actionable insights
• Reporting and Visualisation: Create and maintain dynamic management reports and dashboards that visualise key service performance indicators (KPIs). Highlight trends and areas for improvement, facilitating informed decision-making at all levels of the organisation
• Service Level Agreements Review: Regularly review and refine existing SLAs to ensure they are aligned with evolving business needs. Engage with business stakeholders to gather input and ensure SLAs accurately reflect service expectations
• KPI Definition and Tracking: Define and implement relevant KPIs and metrics to monitor service performance against SLAs. Establish benchmarks and targets to drive accountability and performance improvement across IT services
• Proactive Issue Resolution: Utilise data analysis to identify potential service performance issues before they escalate. Collaborate with IT teams to develop and implement corrective actions that enhance service quality
• Training and Mentorship: Provide training sessions and mentoring to IT staff on best practices in Service Level Management and data analysis techniques. Foster a culture of continuous learning and improvement within the team
• Cross-Functional Collaboration: Work closely with other departments to enhance communication and collaboration between IT and business units. Act as a liaison to ensure that IT services meet the needs of the Club

About You

You should have:

• A Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is required
• A certification in ITIL (Information Technology Infrastructure Library) is preferred, demonstrating a solid understanding of IT service management best practices
• Experience in IT service management, with a specific focus on Service Level Management or related functions. A less experienced candidate will be considered at the Assistant Manager level.
• Proven track record of managing service performance, developing improvement initiatives, and driving customer satisfaction
• Familiarity with project management methodologies and tools. Experience in leading cross-functional teams to achieve project goals
• Strong analytical skills with experience in data analysis, reporting, and visualisation tools (e.g., Excel, Tableau, Power BI). Ability to interpret complex data sets and translate findings into actionable insights
• Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively to both technical and non-technical stakeholders
• Strong interpersonal skills to build relationships and collaborate effectively across all levels of the organisation. Ability to influence and mentor team members

Terms of Employment

The level of appointment will be commensurate with qualifications and experience.

How to Apply

Please submit your resume with expected salary by clicking the Apply Now button.

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.

Responsibilities

• Formulate & implement marketing strategies and initiatives for securities brokerage business
• Plan and organize promotion activities for driving securities brokerage business
• Manage promotion budget and ROI for marketing activities
• Plan, execute and oversee marketing campaigns across all marketing channels
• Gather market intelligence & conduct market research to identify trends, customer needs and competitive landscape
• Monitor and analyze campaign performance, ensuring optimal allocation of resources
• Coordinate ad hoc tasks and special assignments, if required

Requirements

• University graduate, preferably major in Business, Finance or Marketing; and
• Preferably over 5 years' experience in securities or banking industry cover the following:
• At least 3 years' solid working experience in project management, or sales & marketing in securities brokerage or retail banking business;
• Good understanding of relevant rules and regulations of the regulatory bodies;
• Self-motivated and a good team leader;
• Good organisational, leaderships, communication & interpersonal skills;
• PC literate with good knowledge of MS Office and securities broker system.
• Good command of both spoken and written English and Chinese, fluent in Putonghua is preferred

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Data Policy, which is available upon request. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after 1 year.