Senior Incident & Problem Management Lead

Prudential; Hong Kong; On-site; HKD 1,000,000 - 1,600,000; Full time

Job summary

Prudential Hong Kong Limited is seeking an experienced IT Incident & Problem Management Lead to coordinate with vendors and drive ongoing and project-based infrastructure services. You will ensure service performance aligns with PCA policies and external regulations and lead major incident responses.

You will work in a multi-vendor, agile/hybrid environment, apply ITIL practices, monitor trends, and drive continuous improvement to enhance system stability and incident resolution.

Qualifications

• 10+ years in insurance/banking/finance domains with vendor/project management experience
• Strong ITIL Incident and Problem Management background
• Proven ability to manage major incidents in complex environments
• Experience coordinating with multi-vendor teams and stakeholders
• Familiarity with SLA/OLA metrics and service performance reporting
• Excellent written and spoken English and Chinese

Responsibilities

• Facilitate incident management processes to ensure timely identification, escalation, and resolution in line with SLA targets
• Lead major incident management (P1/P2) including cross-team coordination and post-incident reporting
• Drive root cause analysis and implement corrective/preventive 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 stability and performance
• Support governance and audit requirements including SLA compliance and RCA timelines

Skills

ITIL

Incident management

Vendor management

Stakeholder management

Multi-vendor environments

Cloud/DevOps

Tools

ServiceNow

ITSM tools

Job description

Prudential Hong Kong Limited is seeking an experienced IT Incident & Problem Management Lead to coordinate with vendors and drive ongoing and project-based infrastructure services. You will ensure service performance aligns with PCA policies and external regulations and lead major incident responses.

You will work in a multi-vendor, agile/hybrid environment, apply ITIL practices, monitor trends, and drive continuous improvement to enhance system stability and incident resolution.