Manager, Production Support & Incident Management (Payment Solutions)

PCCW Solutions; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

PCCW Solutions is seeking a high-caliber Manager - Production Support & Incident Management to join our eMPF payment team in Hong Kong, driving system stability, major incident handling, and post-go-live operations. You will oversee end-to-end incident resolution for payment platforms (DDA and DDI), lead triage via JIRA, and collaborate with testing teams to ensure reliable software delivery.

You will lead production support, incident response, and quality assurance, perform root-cause

Qualifications

• Bachelor's degree in Business, Information System or related field.
• 10+ years in Banking or Insurance with MPF/ORSO or Pension domain a strong plus.
• Extensive Major Incident and Problem Management experience with JIRA.

Responsibilities

• Drive production support operations and post go-live stabilization.
• Oversee major incidents, triage, assignment, and tracking via JIRA.
• Perform root-cause analysis and implement preventive measures.
• Analyze historical incident data to identify trends and improvements.
• Coordinate QA cycles with development and testing teams.

Skills

Incident Management

JIRA administration

Leadership

Data analysis

Stakeholder management

Production support

Education

Bachelor's degree in Business, Information System

Tools

JIRA

Job description

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:

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