Summary of Incident Specialist - English and Cantonese Language Support

Manage end-to-end incident handling in line with ITIL standards, including high-priority escalations across infrastructure, security, and application domains.

Collaborate with resolver teams to ensure timely resolution of incidents, with clear communication to stakeholders throughout the process.

Identify process gaps and implement enhancements while ensuring all documentation, SOPs, and procedures are ISO-compliant and audit-ready.

Prepare and present regular incident reports, metrics, and dashboards to internal teams and external customers.

Utilize BMC Helix ITSM or equivalent tools (e.g., ServiceNow, OpenText) to manage incidents and ensure proper ticketing workflows.

Proven ability to lead teams in maintaining high-quality work standards, driving productivity through continuous improvement, and fostering high performance through coaching, accountability, and leading by example.

Strong skills in building collaborative relationships with internal teams, stakeholders, and vendors, influencing without authority, and promoting open communication, teamwork, and customer service excellence.

Experienced in preparing customer reports, ensuring ISO-compliant documentation, supporting audit and compliance activities, and providing flexible 24x7 shift-based or on-call operational support.