• Supervise, coordinate, and maintain on a daily basis, the levels of service agreed with and expected by the client • Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update • Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the SM/DPE in the service status meetings held with the client • Raise requirements to the relevant delivery organization functions in order to improve efficiency. • Support the SM/DPE in the establishment of client satisfaction measurements with regard to due services. • Manages the recovery and communication of major incidents affecting a client's business. • Coordinating resources and actions to determine root cause for incident • Plan and coordinate teams to expedite technical recovery requirements necessary to correct major infrastructure incidents. • Coordinate real time communication to Client and IBM Management detailing specific recovery actions, plans, and near real-time statuses.

• With fluent oral English, Cantonese(must have), good at writing & reading. • Detailed knowledge of ITIL framework • Strong communication and collaboration skill • Stakeholder Management • SLA Management • Risk Assessment • Root Cause Analysis • Forensics • Monitoring • Decision Making • Leadership • Familiar with ServiceNow