Role Introduction
Reports to: Service Operations Lead
As a Service Operations Analyst, you will be responsible to possesses great deal of initiative and strong communication skills to implement and maintain our Incident Management / System Change & Service Transition and Problem Management processes with regard to service capability within IT Service and Operations.
Key Responsibilities
- Execute operations management with leveraging AI ops platform and ITSM to achieve continuous improvement on Service stability and customer satisfaction
- Execute user and service experience improvements based on related ITSM performance statistical AI analysis and data analytics with Artificial Intelligence/Machine Learning (AI/ML)
- Perform system and workflow improvements to enhance the Operation automation and customer self-service
- Work collaboratively with Support teams to ensure customer service standards are met throughout the Incident Management, Problem Management and System Change & Service Transition management process
- Identify and drive workflow improvements to enhance the Operation automation
- Prepare regular reporting on Incident Management / System Change & Service Transition and Problem Management information, facilitate for regular review meetings
- Responsible for on call support 24 x 7 to ensure operations continuity and stability
- Provide opportunities for staff to upkeep the cloud technology and industrial best practice for digital operations
- Initiative to drive the automation to benefit the Incident Management, System Change & Service Transition and Problem Management
Requirements
- Minimum 6 years of experience in the IT industry, with relevant tertiary qualifications preferred
- Demonstrate strong English communication and interpersonal skills
- Work independently with minimal supervision while following management decisions
- Understand business operations and translate needs into effective IT support
- Manage multiple tasks and coordinate problem‑solving across IT teams, vendors, and business users
- Deliver excellent customer service with a strong team‑player mindset
- Apply strong analytical, problem‑solving skills with a high sense of urgency
- Support shift-based operations and adapt to operational requirements
- Apply ITIL practices, including Incident, Change, Service Transition, and Problem Management
- Leverage knowledge of ITSM and monitoring tools, with exposure to Machine Learning, Artificial Intelligence, cloud platforms (Azure, AWS), Power BI, and Catchpoint preferred
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
