Mox Bank

IT Service Management Analyst

Mox Bank  •  Hong Kong, HK (Onsite)  •  3 hours ago
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Job Description

IT Service Management Analyst

Application Deadline: 17 August 2026

Department: Technology-CIO

Employment Type: Permanent - Full Time

Location: Hong Kong (SAR)


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.

Mox Bank

About Mox Bank

We’re Mox, a digital bank backed by Standard Chartered and partners HKT, PCCW and Trip.com. We’re shaking up Hong Kong’s banking scene with a digital-first experience from the ground up that’s lightning-fast, transparent, and puts you in control. We’re here to help you take control of your finances and wealth anytime, anywhere, with just a few taps.

Mox is setting global benchmarks for digital banking and transforming retail banking from Hong Kong. We’re obsessed with reimagining banking to empower possibilities, making banking better, not just bigger.

In just four years, we’ve become one of the fastest-growing digital banks in the world and are well on track to become Hong Kong’s #1 bank of choice for cards, deposits, lending and wealth management. We’re proving that banking can be secure, simple, smart, and surprisingly fun.

Industry
Finance & Insurance
Company Size
201-500 employees
Headquarters
Hong Kong, HK
Year Founded
Unknown
Website
mox.com
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