Senior IT Incident & Vendor Management Lead

Prudential plc; Hong Kong; On-site; HKD 700,000 - 1,000,000; Full time

Job summary

Prudential plc is seeking an experienced Infrastructure Incident and Problem Manager in Hong Kong to coordinate vendor services for ongoing and project work. You will drive incident resolution, root cause analysis, and problem management while ensuring alignment with internal policies and external regulations.

The role requires collaboration across IT, vendors, and business stakeholders in a dynamic environment.

Qualifications

• 10+ years in insurance/banking/finance with at least 3 years vendor or project management.
• Strong experience with ITIL Incident and Problem Management.
• Proven ability to manage major incidents in complex enterprise environments.
• Familiar with enterprise systems, infrastructure, and application support models.
• Experience with multi-vendor environments and cross-functional teams.
• Knowledge of SLA/OLA frameworks and service performance metrics.
• Excellent communication to manage stakeholders during high-pressure situations.
• Experience with Agile or hybrid delivery environments.

Responsibilities

• Coordinate incident management processes to meet SLA targets.
• Lead major incident management (P1/P2) across teams and stakeholders.
• Conduct root cause analysis and implement corrective actions.
• Establish and enforce problem management practices.
• Collaborate with internal teams and external service providers to resolve issues.
• Monitor incident trends and provide insights to improve stability.
• Support governance, audit requirements, and reporting standards.

Skills

ITIL Incident & Problem Management

Vendor Management

Stakeholder Communication

Multi-vendor Environments

Incident Management

Agile/Hybrid Delivery

Cloud/DevOps Awareness

ServiceNow

Tools

ServiceNow

Job description

Prudential plc is seeking an experienced Infrastructure Incident and Problem Manager in Hong Kong to coordinate vendor services for ongoing and project work. You will drive incident resolution, root cause analysis, and problem management while ensuring alignment with internal policies and external regulations.

The role requires collaboration across IT, vendors, and business stakeholders in a dynamic environment.