IT Problem Management Manager - Leading Enterprise (Hong Kong)

Pinpoint Asia is partnering with one of Hong Kong's largest and most technologically advanced organizations. Our client's success relies on the stability of its complex, high-availability technology environment, which supports a large number of customers daily.

We are seeking an experienced and dedicated IT Problem Management Manager to own and elevate their problem management practice. This is a crucial role for a process-driven professional who excels at finding the root cause of issues to prevent future service disruptions.

Your Mission: Champion World-Class Problem Management

Your core mission is to minimize the adverse impact of incidents and problems on the business and to prevent the recurrence of incidents. You will own the entire problem management lifecycle, from initial detection and investigation through to permanent resolution. You'll be the expert who not only solves today's issues but also strengthens the foundations of IT to prevent tomorrow's.

What You'll Do:

- Own the Problem Lifecycle: Manage the end-to-end process for all IT problems, ensuring that incidents are properly analyzed, root causes are identified, and effective, permanent solutions are implemented in a timely manner.

- Lead Root Cause Investigations: Act as the lead investigator for major and recurring incidents. You will facilitate Root Cause Analysis (RCA) sessions with technical teams, using structured methodologies to uncover the true underlying issues.

- Coordinate Cross-Functional Teams: Work closely with incident managers, application developers, infrastructure engineers, and external vendors to gather information, develop workarounds, and drive the implementation of fixes.

- Enhance Problem Detection with AIOps: Leverage modern ITSM and AIOps platforms (like BMC Helix) to proactively identify trends and potential problems before they impact the business, helping to shift the function from reactive to proactive.

- Drive Continuous Improvement: Track and analyze key metrics (e.g., reduction in recurring incidents), report on the health of the problem management process to stakeholders, and continuously refine processes to improve efficiency and effectiveness.

What You'll Bring to the Table

- Solid Experience: 10+ years of experience in an IT environment, with at least 5 years in a dedicated IT Service Management (ITSM) role such as Problem, Incident, or Change Management.

- Expertise in Problem Management: Deep, hands-on knowledge of the ITIL framework and a proven track record of successfully managing the problem management process in a large-scale, complex organization.

- Analytical Mindset: You are naturally curious and possess strong analytical and problem-solving skills, with a methodical approach to troubleshooting.

Modern Tooling Experience: You are proficient with modern ITSM platforms (BMC Helix is a huge plus) and understand how to use data analytics and AIOps features to enhance problem detection and analysis.

- Skilled Facilitator: You excel at leading technical discussions, managing diverse stakeholders, and maintaining focus and momentum during high-pressure investigations.

Certifications: ITIL Foundation is a must; advanced certifications in ITIL (e.g., Service Operation, Continual Service Improvement) are highly desirable.

If this outstanding opportunity sounds like your next career move, please send your resume in Word format to Danny Kwan at and put IT Problem Management Manager - Leading Enterprise in the subject header. Data provided is for recruitment purposes only.

Pinpoint Asia is the leading specialist Financial IT recruitment firm in the Asia Pacific region. Visit Pinpoint Asia’s website at http://www.pinpointasia.com today to see other exciting job opportunities.