Asssitant General Manager - Infrastructure and Operations

Role Objective

The successful candidate will be accountable for our enterprise's technology network, infrastructure, digital workplace, end user computing and helpdesk and will manage IT operations, guaranteeing efficient system functionality, infrastructure stability, and sustained business operations.

Job Duties

Network and Infrastructure

• Formulate and execute strategies related to IT network, infrastructure, digital workplace, end user computing and helpdesk
• Develop an IT strategy that aligns with the business goals and objectives
• Design, execute, and maintain the company's technical infrastructure, encompassing servers, networks, storage and security systems
• Monitor and ensure consistent functionalities of all systems and infrastructure, promptly identifying and resolving emerging issues
• Evaluate system performance and reliability, pinpoint areas for enhancement, and introduce changes for optimal performance
• Manage budgets and resource distribution for the IT operations
• Maintain and manage partnerships with vendors and service providers, negotiating contracts, and overseeing service level agreements
• Ensure adherence to relevant regulations and standards
• Ensure that the team has the skills and knowledge required to manage and maintain the infrastructure and deliver high-quality services to the organization
• Review the existing IT infrastructure to identify areas of weakness, opportunities for improvement, and potential risks; develop roadmaps and workplans, lead the team to execute until completion on time, on budget and to quality
• Perform solution evaluation and recommend infrastructure solutions that meet the organization's current and future requirements. This may include hardware, software, and cloud-based solutions
• Monitor the performance of the IT infrastructure and recommend optimizations, performance, and cost-effectiveness
• Demonstrate experience in adopting relevant regulations and standards, such as ISO 27001, ITILv4 
• Develop and guide a disaster recovery and business continuity plan to ensure that the organization can continue to operate in the event of a disaster or other disruptive event
• Co-operate with cyber security team to identify / manage potential risks (technical and resource) associated with the IT infrastructure, including cybersecurity risks. 
• Safeguard the security and integrity of the company's data and systems by enforcing robust security protocols and procedures
• Provide expert advice and guidance to ensure that the organization's IT infrastructure is secure, reliable, and efficient, and supports the organization's goals and objectives

ITSM

• Accountable for ITSM processes including incident management, problem management, IT knowledge management and IT asset inventory management
• Serve as an escalation point for desktop support and end user experience issues. Develop, manage, and execute tier-1 and tier-2 incident support across Hong Kong, Mainland and overseas
• Collaborate with service providers, to design, develop, implement, and continuously improve the service catalog, EUC solutions, conference room AV solution and end user experience
• Oversee and collaborate with global service provider to support a wide range of EUC applications 
• Standardize and implement work level instructions / knowledge management repositories
• Manage EUC, MDM/MAM  and helpdesk related projects
• Maintain clear IT service catalog and service level agreements across system usage, access, connectivity, email, end user devices usage, collaboration tools, remote access, AV equipment usage, printer usage etc.
• Customer service excellence, VIP (C-suite + board member deskside support)

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Relevant certifications, such as CCNA, MCSE, CISSP, or ITIL, will be an advantage
• Demonstrable experience as a Senior Head of IT Network, Infrastructure, End User Computing, and Helpdesk or similar role
• Profound technical knowledge of infrastructure technologies, including servers, networks, storage, and security systems
• Experience in handling IT operations, including system monitoring and troubleshooting
• Proven track record in developing and implementing technology strategies
• Possesses regional experience
• Experience in managing budgets and resource allocation
• Exceptional leadership skills and team management abilities
• Strong problem-solving acumen and analytical skills
• Excellent communication, interpersonal and leadership skills, and able to work under pressure - good command of spoken and written English and Putonghua
• Willing to travel out of town for project