- Hong Kong Hong Kong
Mox Bank Hiring! Full Time IT Service Management Analyst in Hong Kong - Ricebowl
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Description
About Mox
Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.
Why Mox
Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Mox rewards you with an array of banking and lifestyle benefits.
Who are we looking for?
We are seeking a proactive IT Service Management Analyst to support the daily operations of our Technology Operations. This role is critical in ensuring operational stability, resolving high-impact incidents, and enabling safe and efficient changes across complex technology ecosystems. You will work cross-functionally with IT teams and business stakeholders to ensure reliable and efficient technology service delivery.
Responsibilities
Incident Management
- Act as the on-call Incident Manager, providing 24x7 standby support on a rotating schedule.
- Lead major incident resolution through hands-on coordination of technical resources, including bridge management, executive/stakeholder communication, documentation, and support.
- Monitor and report on incident Service Level Agreements; conduct quality assurance reviews of ticket documentation and process adherence.
Problem Management
- Drive root cause analysis of recurring and major incidents to prevent reoccurrence.
- Facilitate post-mortem incident reviews and ensure timely completion of corrective and preventive actions.
- Track and drive closure of problem remediation actions across teams.
Change Management
- Govern the change management process, ensuring all changes follow defined governance and approval workflows.
- Facilitate Change Advisory Board (CAB) meetings and validate change submissions.
- Coordinate change requests, schedules, and communications to ensure standards are met for CAB approval.
Service Governance
- Ensure alignment with Tech Operations standards, policies, and audit/regulatory requirements.
- Develop and maintain key process documentation, schedules, and communication templates.
- Define, monitor, and report on key performance indicators (KPIs) to drive continuous process improvements across Incident, Problem, and Change Management.
Requirements
- Proven hands-on experience implementing or operating within ITIL-based Incident, Problem, and Change Management processes.
- Minimum of 5 years’ experience in IT operations, service management, or a related domain.
- A Bachelor’s Degree in Information Systems, Computer Science, IT, or a related field.
- Excellent interpersonal and written/verbal communication skills, with the ability to tailor technical explanations for business stakeholders.
- Ability to work effectively in a team environment with stakeholders at all levels.
- Working knowledge of modern infrastructure platforms (cloud, virtualization, network) in a complex enterprise environment.
- Ability to work independently with minimal supervision.
- Good command of written and spoken English.
About Mox Bank
Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.
Why Mox
Mox helps you grow – your money, your world, your possibilities. We equip you with the financial management tools, information and insights you need to make your dreams, big or small, come true. Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox.
Mox rewards you with an array of banking and lifestyle benefits.
All personal data provided by applicants will be used for recruitment and other employment-related purposes only. Personal data of unsuccessful applicants will be erased within 24 months of rejection of the applicant’s application.
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