Manager, Production Support & Incident Management

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

Job summary

HTK in Hong Kong seeks a senior Manager – Production Support & Incident Management to lead end-to-end incident resolution for payment platforms (DDA/DDI) and to drive system stability in a fast-paced environment.

You will oversee major incidents, coordinate cross-functional teams, perform root-cause analyses, and deliver post-incident reports, ensuring high-quality software delivery and operational excellence across post-go-live operations.

Qualifications

• Bachelor’s degree in Business, Information System or related discipline.
• 10–15 years of Banking or Insurance experience; MPF/ORSO or Pension domain is a plus.
• Strong experience in Major Incident Management, Problem Management, Project Management and JIRA administration.
• Domain knowledge of payment processing (DDA, DDI).
• Excellent analytical, problem-solving and communication skills.

Responsibilities

• Lead production support operations and incident response for payment platforms.
• Oversee major incidents, triage, assignment and tracking via JIRA.
• Perform root-cause analyses and coordinate timely fixes with development and operations teams.
• Analyze historical incident data to identify trends and improvement opportunities.
• Coordinate QA and testing activities with cross-functional teams during release cycles.
• Monitor system performance and publish post-incident reports.

Skills

Leadership

Incident Management

Problem Management

Data Analysis

Stakeholder Communication

Strategic Thinking

Education

Bachelor's degree in Business / Information Systems

Tools

JIRA

Job description

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Job Summary

We are seeking a high-caliber Manager – Production Support & Incident Management to join our eMPF payment team, driving system stability, major incident management, and post-go-live operations. In this role, you will oversee end-to-end incident resolution for payment platforms (including DDA and DDI), lead JIRA ticket triage, perform historical data analysis for continuous improvement, and collaborate with cross-functional partners—including testing teams—to ensure high-quality software delivery and operational excellence.

Your Role

As a Manager, you will drive production support operations, incident response, and continuous quality assurance through the following duties:

• Production Support & Post Go-Live Stabilization: Support payment-related workflows (DDA/DDI), providing intensive post go-live monitoring, rapid issue resolution, and proactive support to minimize disruption for internal and external users.
• Incident & Problem Management: Oversee major incidents, critical escalations, and complex cross-functional issues; manage ticket intake, triage, assignment, and tracking via JIRA.
• Root-Cause Analysis & Prevention: Perform root-cause analysis on production incidents, collaborate with development and operations teams to implement timely fixes, execute remedial actions, and establish preventive measures.
• Data Analysis & Actionable Insights: Conduct in-depth analysis on historical incident data to identify operational trends, uncover process improvement opportunities, and deliver actionable reports to key stakeholders.
• Quality Assurance & Testing Support: Coordinate application development and testing teams during QA cycles to ensure solution quality, monitor testing progress, and deliver regular progress updates.
• Performance Monitoring & Escalation: Continuously monitor system performance and customer feedback, escalating critical matters and publishing comprehensive post-incident reports.

To Succeed in this Role:

To excel in this position, you must possess strong leadership abilities, deep domain expertise, and a robust background in major incident and problem management:

• Education: Bachelor’s degree in Business, Information System, or a related discipline.
• Industry Experience: Minimum 10 to 15 years of proven experience within Banking or Insurance; experience in MPF, ORSO, or Pension domains is a strong advantage.
• Technical & Process Expertise: Extensive knowledge and practical experience in Major Incident Management, Problem Management, Project Management, and JIRA administration.
• Domain Knowledge: Strong operational background in payment processing solutions, including Direct Debit Authorization (DDA) and Direct Debit Instruction (DDI) schemes.
• Analytical & Communication Skills: Exceptional analytical, problem-solving, and data analysis capabilities, paired with outstanding written and spoken communication skills to handle stakeholder escalations effectively.