This role is responsible for all IT services provided to the group, tenants, and clients. He/she should oversee the IT service management processes, monitor and ensure the IT services meet the SLA, and minimise the impact on the business of any incident or problem on the production systems. He/she will also act as the change manager to mitigate the risk and impact of any infrastructure change that applies to the production environment

General Operation Management

* Establish and manage the support service for the platforms

* Ensure the day-to-day IT operation follows the best practices and meets the operations’ KPIs

* Manage the IT Infrastructure Library (ITIL) and foster the ITIL processes for all IT & outsourced team members

* Ensure all the procedures and documentation for Outsourcing operations are up-to-date and followed according to procedures and standards

* Collaborate with various teams to deliver IT services and support.


Incident and Change Management

* Ensure the outsourced providers keep track of all incidents and problems and are recorded properly

* Enhance the repeated incidents and Operation tasks through automation

* Communications within application and infrastructure users when a significant incident occurs impacting IT-provided services

* Timely escalate critical incidents to the management team

* Act as Change Manager to manage all infrastructure changes and ensure records are appropriately approved according to the ITIL process

* Ensure the Change Management meetings hosted by Outsourcing when needed


Others

* Perform any other duties as assigned by the management


The Candidate

* Bachelor degree preferably in IT, Computer Science or technology-related discipline

* At least 8 years of relevant experience in the IT field, having solid experience in total solutions and delivering quality service.

* Demonstrated experience in implementing the ITIL process OR certified as an ITIL professional will be a definite advantage

* Extensive knowledge of data centre operation network, servers, storage, disaster recovery and production operations support. Specific technologies including Microsoft Server & Client operating system and infrastructure applications, Cisco Networking, VMware, HP, Dell, Enterprise-level SANs, multi-carrier WANs and mobile devices

* Having knowledge and experience in High Performance Computing (HPC) provides a significant advantage

* Ability to manage stakeholders at all levels, both internally and externally, including vendors and operation team

* Service-oriented, good problem-solving and communication skills

* Professional-level business Chinese and English, both written and spoken