Head of IT Service and Support

About Fwd Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

Job Purpose

Responsible for the management and delivery of general IT services to support the operations of the field companies. These include IT Technical Support, IT Operations and IT Helpdesk with good quality and just the right time.

Key Responsibilities

IT Technical Support and Service

• Achieve IT Services and Support team with committed SLA level and good quality
• Provide all service request for workstation
• Manage workstation stock and inventory
• Manage workstation to security compile with FWD Group policy
• Provide IT technical support for staff

It Operation

• Provide monitor and notify for all batches scheduler finish by desire time
• Provide monitor and notify/escalate for system health, application and hardware
• Deploy application and batches within request time

It Helpdesk

• Provide services for help users able to do they job didn’t have technical problem
• Provide onboarding services for staff to get necessary services from IT when start work with appropriate time