Lead Incident & Problem Manager, Infrastructure & Service

Leadingnation; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Prudential is seeking an experienced Infrastructure Incident & Problem Manager in Hong Kong to coordinate vendor-led infrastructure services and drive major incident resolution. You will manage incident lifecycle, perform root-cause analysis, and implement preventive actions across multi-vendor environments, ensuring SLA adherence and robust governance.

The role requires strong ITIL expertise, proven incident management skills, and the ability to work with cross-functional teams in a hybrid

Qualifications

• Minimum 10+ years in insurance/banking/finance sectors with at least 3 years vendor/project management experience.
• Strong experience in ITIL Incident and Problem Management.
• Proven ability to manage major incidents in complex enterprise environments.

Responsibilities

• Coordinate with vendors and service providers to deliver ongoing and project-based infrastructure services.
• Facilitate incident management to meet SLA targets and support major incident handling (P1/P2).
• Lead root cause analysis and implement corrective and preventive actions.
• Establish and enforce problem management to reduce recurrence and improve reliability.
• Collaborate with cross-functional teams to resolve complex issues and monitor trends.

Skills

ITIL incident management

Problem management

Vendor management

Multi-vendor environment

ServiceNow

Stakeholder management

Agile / hybrid delivery

English & Chinese

Tools

ServiceNow

Job description

Prudential is seeking an experienced Infrastructure Incident & Problem Manager in Hong Kong to coordinate vendor-led infrastructure services and drive major incident resolution. You will manage incident lifecycle, perform root-cause analysis, and implement preventive actions across multi-vendor environments, ensuring SLA adherence and robust governance.

The role requires strong ITIL expertise, proven incident management skills, and the ability to work with cross-functional teams in a hybrid