Senior Incident & Problem Management Leader

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 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.