Director, IT Systems and Platform Services
Apply locations Hunghom, Kowloon, Hong Kong Sun Life Hong Kong - Sun Life Tower time type Full time posted on Posted 16 Days Ago job requisition id JR00105085
You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
Sun Life Hong Kong Information Technology is looking for an experienced systems production support, incident management, problem manager professional to manage the lifecycle of incidents and improvements. The job role will be responsible for setting guardrails and operational stability programs, issue prevention and restoration of IT services for users or clients as quickly as possible in the event of a major incident and timely communication to Business Contact Points till the resolution of incidents.
It also creates a single accountability for Hong Kong to interact with Business Stakeholders, Regional, Corporate, as well as Risk and Compliance and Internal Audit to streamline communications, coordination with clear roles and responsibilities, resulting in improved efficiency and minimized communication gaps.
Technical Leadership:
- Ensure IT Services are managed according to SLA based on ITIL standards. Deliver Continuous Service Improvement plans and all services KPIs must be monitored, tracked, and reported according to pre-defined standards and timeline.
- Manage and direct the team which includes planning, setting priorities, coordination and reporting of all related system support activities.
- Provide effective leadership in support of the IT organization including resourcing, budget, policies and procedures on IT systems.
Incident Management:
- Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support for restoration of services.
- Be a single point of contact and accountability for the incident, investigate assigned problems through to resolution or root cause. Coordinate actions of others as necessary to assist with analysis and resolution actions for problems and known errors.
Communication Management:
- Timely communication to Business Stakeholders during priority incidents. Resolve conflicts during incident resolution and act as coordinating interfaces between Resolver group and Business during major incidents.
- Standardize the communication framework for the planned/unplanned issues with a consistent process.
Problem Management:
- Review incident data to analyze assigned problems. Analyze problems for correct prioritization and classification.
- Set guidance and ensure IT system standards and processes, and provide input for problem management to the appropriate process owners as needed.
Continuous Improvement:
- Define and manage a continual plan to improve service levels and system stability.
- Drive continuous review of resource consumption with application team, infrastructure team, SLGS and external vendors and identify the plan with efficiency optimization.
- Identify how existing and emerging technologies can benefit the company under the improvement plan.
Job Requirements:
- More than 7 years solid experience in managing/leading in sizable systems support and operations.
- Broad knowledge of financial services or insurance industry desirable.
- Excellent understanding of production support and control procedures.
- Continuous Improvement on system stabilization experience desirable.
- Strong communication, collaboration, and inter-personal skills.
- Strong influencing and negotiation skills to the business stakeholders, regional, and corporate team, vendors.
- Excellent problem solving and analytical skills.
We offer an attractive salary, MPF, group life and group medical insurance and excellent career development opportunities to the right candidate.
We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resumes will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only used for recruitment purposes.)
Job Category: IT - Technology Services
Posting End Date: 27/02/2025
Shine together:
At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.
We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant. There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.
Shape the future:
With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter.
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