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Airlines - Corporate Operations

 

Cathay Pacific

Operations Management Analyst



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Location:
21.Sep.2015
Open Until Filled
Cathay Pacific
Airlines - Corporate Operations
Hong Kong

Description:

Reports To: Service Quality Management Team Lead

Department: Information Management (IMT)

To provide support to Service Quality Management functions that include enforcing governance in availability, capacity and performance management.

Responsibilities:

Refine Service Quality Management framework for IT Operations metrics in availability, capacity and performance
Collaborate with Solution Centre’s quality management team to define Service Quality Management framework
Define and validate internal Service Levels in availability, capacity and performance on defined IT Services for internal business units against agreed Service Level Expectations
Manage Service Level Agreements with Service Providers at governance forums
Collaborate with IT Solution Centre Account Manager for business patterns as input to capacity forecast review, feedback and improvements
Consolidate IT Service metrics such as incident resolution rates and outstanding problem cases for management reports
Participate and contribute towards Service Quality Management activities including availability, capacity and performance definitions in Service Transition process of project delivery life cycle
Review, assess then approve or reject system changes as Change Advisory Board member for Service Quality Management from availability, capacity and performance perspective
Participate and contribute towards root cause analysis of problem cases from service quality management perspective in availability, capacity and performance of IT services
Support financial budget planning exercise in IT Service capacity planning with consolidating data for organic growth, end-of-life and break-fix
Write, review and revise Service Quality Management framework, procedures and guidelines

Requirements:

Job Requirements :

Tertiary qualifications are essential
Minimum 6 years of IT experience
Proven experience in IT Service Management area
Knowledge of the following disciplines: service quality management, infrastructure management and supplier management
ITIL foundation certification would be an advantage

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.



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