Reports to: Head of Infrastructure Managed Services

Job Description: This role will be responsible for managing the day-to-day operations for IT Infrastructure Support Services (ISS) teams, ensuring the availability and reliability of systems and networks, managing technology vendors, and processes to improve efficiency and productivity. They must ensure the organization's IT support team is at optimum state 24x7x365 availability. IT policies and procedures that are up to date and compliant with industry standards and regulations must be always followed.

Responsibilities:

• The primary responsibility is to plan, organize and manage staff and overall operations to ensure stability of the organization’s infrastructure.
• Overseeing the daily operations of the ISS team and ensuring the team is always available to support the IT infrastructure, systems, networks and applications.
• Developing and implementing policies, procedures, and processes to improve IT support operations and increase efficiency and productivity for ISS team.
• Managing technology vendors and service providers to ensure that the organization's technology needs are met.
• The role provides overall expertise in the IT managed services operations functions.
• Leading a team of IT professionals and providing guidance and support to ensure that they are meeting SLA and objectives.
• Participate in scheduled meetings/discussions with client to review team’s overall performance, incidents, problems and etc.
• Maintaining a strong understanding of the organization's business needs and working closely with client to ensure that IT is aligned with those needs.
• Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations.
• Keeping up to date with the latest industry trends and developments in IT managed services operations.
• Drive continuous improvement in ISS team on people, processes and tools.
• Provide support and guidance to internal team as well as external (client).
• Excellent communications skill in Cantonese, English, Mandarin.
• Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role.
• Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role.
• Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus mindset.
• Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence and customer relationship management with all levels of staff and customer.
• Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders.
• Demonstrated high performance characteristics through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service.
• Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones.
• Ensure ISS team comply to the audit, ISO and general compliance and assurance activities.

Desired Certifications

• Various IT infrastructure technology certifications
• ITIL foundation v4
• ITIL specialist v4 certification

Requirements:

• Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
• 5-7 years of experience in IT Infrastructure Operations Management or IT Managed Services Operations Management.
• Experience or exposure in various IT infrastructure technology like Wintel, Unix, Linux, Backup, Storage, DBA, Network and Security is a must.
• Experience in ITSM tools in the market will be added needed.
• Technical proficiency and knowledge of IT infrastructure, networks, applications and systems to effectively manage and troubleshoot issues.
• Excellent communication skills to effectively interact with team members, senior management, and other stakeholders.
• Strong leadership skills to effectively manage a team of IT professionals and drive performance.
• Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
• Driven and able to multi-task, strong time management skills and strong team player.
• Required Language(s): Cantonese, English, Mandarin