Manager, Incident & Problem Management, Infrastructure & Service Management

Prudential Hong Kong; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

Prudential Hong Kong is seeking an experienced senior IT Incident/Problem Manager to coordinate multi-vendor infrastructure services, drive incident management, and lead root-cause analyses. You will ensure governance, SLA adherence, and cross-functional collaboration across technical and business teams.

The role requires deep ITIL knowledge, extensive vendor-management experience, and strong communication skills to navigate high-pressure incidents in a complex enterprise environment.

Qualifications

• Minimum 10 years in insurance and/or banking/finance with at least 3 years vendor management and/or project management.
• Strong experience in ITIL Incident and Problem Management.
• Proven ability to manage major incidents in complex enterprise environments.
• Familiarity with enterprise systems, infrastructure, and application support models.
• Experience with multi-vendor environments and cross-functional teams.
• Excellent communication with stakeholders during high-pressure situations.
• Fluent in English and Chinese.

Responsibilities

• Coordinate and establish with vendors and service providers to deliver ongoing and project-based Infrastructure services.
• Facilitate incident management processes to ensure timely identification, escalation, and resolution in line with SLAs.
• Lead major incident management (P1/P2) and coordinate across teams with post-incident reporting.
• Drive root cause analysis for recurring or high-impact incidents and implement corrective actions.
• Establish and enforce problem management practices to reduce recurrence and improve reliability.
• Collaborate with infrastructure, application, and vendor teams to resolve complex issues.
• Monitor incident trends and provide insights to improve system stability and performance.
• Support governance and audit requirements, including SLA compliance, RCA timelines, and reporting.

Skills

Incident management

Problem management

Vendor management

ITIL

Stakeholder management

Multi-vendor environment

DevOps

Analytical thinking

Communication

Tools

ServiceNow

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role is to coordinate and establish with the vendors and service providers in delivering the on-going and project-based Infrastructure services and driving the internal initiative projects. In addition, to ensure the compliance of the vendor’s service performance and align with the internal PCA’s policies and external regulations.

Job Responsibilities

• Facilitate incident management processes to ensure timely identification, escalation, and resolution of incidents in line with SLA targets
• Lead major incident management (P1/P2), including coordination across teams, communication to stakeholders, and post-incident reporting
• Drive root cause analysis for recurring or high-impact incidents and ensure corrective and preventive actions are implemented
• Establish and enforce problem management practices to reduce incident recurrence and improve service reliability
• Collaborate with infrastructure, application, and vendor teams (e.g., external service providers) to resolve complex technical issues
• Monitor incident trends and provide insights to improve system stability and operational performance
• Support governance and audit requirements, including SLA compliance, RCA timelines, and reporting standards

Job Requirements

• Minimum 10 years of working experience in insurance and/or banking and finance sectors with at least 3 years vendor management and/or project management experience
• Strong experience in ITIL Incident and Problem Management processes
• Proven ability to manage major incidents in complex enterprise environments
• Familiarity with enterprise systems, infrastructure, and application support models
• Experience working with multi-vendor environments and cross-functional teams
• Strong understanding of SLA/OLA frameworks and service performance metrics
• Excellent communication skills with ability to manage stakeholder expectations during high-pressure situations
• Strong analytical and problem-solving capabilities for root cause identification
• Ability to drive alignment across technical and business teams
• Effective decision-making and prioritization skills
• Proactive and resilient in managing high-severity incidents
• Strong ownership and accountability for service stability and outcomes
• Continuous improvement mindset with focus on preventing recurrence
• Collaborative and transparent approach to problem solving
• Ability to challenge existing processes to improve efficiency and effectiveness
• Experience working in Agile or hybrid delivery environments
• Familiarity with backlog prioritization for problem remediation initiatives
• Experience using ITSM tools (e.g., ServiceNow) for incident and problem tracking
• Exposure to Cloud platform, DevOps or SRE practices is a plus
• Good command of both written and spoken English and Chinese

Prudential is an equal opportunity employer.

We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.