Infrastructure and Operations Manager/Senior Manager, Innovation and Technology

• Strategy and Planning
• Manage IT policy, process and procedural improvement
• Build proactive strategies to manage change and ensure continuity of services
• Explore area of improvement for environment, network, cloud infrastructure, disaster recovery etc.
• Work with IT application and development team to implement enterprise wide standards, policies, procedures and process, to provide seamless services to company users
• Ensure that IT infrastructure and operations stay abreast of emerging products and trends

• Project Management
• Ensure proper management of IT initiatives
• Assess and manage project risk and issue; problem escalation and resolution
• Manage project scope, conduct budget planning and cost control; ensure completion of projects while meeting quality, schedule and cost objective using standard processes
• Provide leadership and guidance to project members

• Operational Management
• Manage production services to ensure achievement of services levels and quality metrics
• Maintain ownership and accountability of all services related issues until resolution is achieved
• Manage problems and problem escalation in accordance with company standard
• Ensure administration of personnel, including performance evaluation, career goals, training programs, hiring, dismissals, organizing vacation schedules, team building etc.
• Ensure proper communication and escalation of maintenance and production issues

• Manage the Infrastructure and Operations Team with the following disciplines:
• Client Support Services

• Keep abreast of the latest trends in technology, ensure timely exploration and proactive communication to management towards the introduction of relevant emerging technologies
• Provide ad-hoc non-office hour support in response to business requirements if necessary
• Undertake other duties as may reasonably be required

• University degree in computer science or related discipline
• Certification in ITIL Foundation
• Certification in PMP preferred
• At least 15 years of relevant experience in IT infrastructure and operations support, of which 5 years in managerial position (Candidates with less experience will be considered as Manager)
• Must be highly organized and disciplined with complete understanding of a 24x7 mission critical production environment and works wells with multiple technical disciplines
• Strong understanding of cloud operation, enterprise VM, distributed network, WAN/LAN design, Windows sever and architecture, cyber-security, database server, log management, job scheduling and monitoring solution
• Experience in Microsoft Server technology and infrastructure platforms including Windows server operating systems, messaging (O365), database (SQL), web proxy, TCP/IP, DHCP, DNS, Active Directory, and Remote Desktop Services
• Knowledgeable in technical analysis, implementation, configuration, and upgrading of network infrastructure consisting of LAN/WAN equipment, Cisco switches, routers and wireless infrastructure.
• Experience in supporting Wide Area Network (WAN), Local Area Network (LAN), Wireless Access Point (WAP), Internet Access, Remote Network Access Service (RNAS), backup consoles, secured print technology, IP patching, Windows 10/11, Mac OC, MS-Office suite, Office 365, and iPhone/Android mobile devices configuration.
• Experience in creating technical and user level documentation and conduct relevant usage training
• Able to issue resolve through a combination of independent study and collaborative efforts with team members and vendors, then communicate with clients in concise business language
• Strong communication and interpersonal skills with good command of written and spoken English and Chinese

• High attention to detail with strong analytical and problem solving skills
• Able to think out-of-the-box and solve issues with high learning agility
• Able to handle high pressure situation and remain calm when faced with adversity or urgent issues
• Able to work with challenges and adapt quickly to ambiguity and changing priorities in fast-changing environment with proactive multi-tasking ability
• Able to take ownership of issues through to resolution on all assigned tasks, to meet deadlines for tasks and to manage initiatives or projects independently
• Willing to work on shift: normal working hours are any 9 hours between 8:30am to 10:00pm, Monday through Friday with shift arrangement. Also, working on Saturday(s), Sunday(s) or holiday(s) may be also required based on the business demand

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