IT Infrastructure Operation Manager

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).
• 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.
• Cantonese speaking is a must.