Service Operations Lead: 24/7 Incident & CSI Champion

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

AXA Hong Kong and Macau is seeking an experienced IT Service Management Lead to drive incident and service request resolution across our global insurance platform in Hong Kong. You will act as the primary escalation contact, manage ticket lifecycles, and ensure timely customer updates throughout incidents, while coordinating with cross-functional teams.

The role requires 10+ years in ITSM, strong ITIL knowledge, leadership skills, and the ability to handle complex escalations.

Qualifications

• Minimum 10 years' experience in IT service management environments.
• Experience in incident and problem management.
• Knowledge of IT infrastructure and applications.
• Experience handling complex escalations.
• Strong leadership and team management skills.
• Certification in ITIL v3 or above is preferred.

Responsibilities

• Act as the primary escalation point for incidents and service requests, ensuring timely resolution.
• Log, categorize, prioritize, and manage tickets to resolution within SLAs.
• Provide clear business and customer updates throughout incident lifecycles.
• Communicate effectively across email, calls, chat, and dashboards during major incidents.
• Provide 7x24 standby support and readiness during off-hours.
• Coordinate with technical teams and business stakeholders for service delivery improvements.
• Monitor service delivery, audits, and compliance; support CSI initiatives.
• Lead Change Advisory Board activities and ensure smooth handover to BAU.

Skills

ITIL knowledge

IT Service Management

Stakeholder management

Leadership

Incident & Change management

Troubleshooting

Education

ITIL certification

Job description

AXA Hong Kong and Macau is seeking an experienced IT Service Management Lead to drive incident and service request resolution across our global insurance platform in Hong Kong. You will act as the primary escalation contact, manage ticket lifecycles, and ensure timely customer updates throughout incidents, while coordinating with cross-functional teams.

The role requires 10+ years in ITSM, strong ITIL knowledge, leadership skills, and the ability to handle complex escalations.