Manager, Payment Production Support & Incident Mgmt

PCCW Services Limited; Hong Kong Island; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

PCCW Services Limited is seeking a Senior Manager for Production Support & Incident Management within the eMPF payment team in Hong Kong. Lead major incidents, drive post-go-live stabilization, and coordinate cross-functional teams to ensure high-quality software delivery and operational excellence.

You will oversee incident management, problem management, data analysis, and QA coordination, with a strong focus on payment processing solutions (DDA/DDI) and continuous improvement.

Qualifications

• 10+ years of proven experience within Banking or Insurance.
• Experience in MPF, ORSO, or Pension domains is a strong advantage.
• Extensive knowledge of Major Incident Management, Problem Management, and Project Management.
• Strong communication and stakeholder management abilities.

Responsibilities

• Oversee production support operations and incident response for payment platforms (DDA/DDI).
• Lead JIRA ticket triage, triage and tracking with cross-functional teams.
• Perform root-cause analysis on production incidents and implement timely fixes.
• Analyze historical incident data to identify trends and improvement opportunities.
• Coordinate QA/testing activities with development and testing teams to ensure quality.
• Publish post-incident reports and ongoing performance monitoring.

Skills

Leadership

Major Incident Management

Problem Management

Data Analysis

JIRA Administration

Testing Coordination

Education

Bachelor’s degree in Business/Information Systems

Tools

JIRA

Job description

PCCW Services Limited is seeking a Senior Manager for Production Support & Incident Management within the eMPF payment team in Hong Kong. Lead major incidents, drive post-go-live stabilization, and coordinate cross-functional teams to ensure high-quality software delivery and operational excellence.

You will oversee incident management, problem management, data analysis, and QA coordination, with a strong focus on payment processing solutions (DDA/DDI) and continuous improvement.