Senior Manager, Production Support & Incident Management

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

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