Digital Workplace Ops Analyst

• Implement, monitor and operate digital workplace technologies (endpoint hardware, software, services and SaaS tools).
• Integrate digital workplace technologies with adjacent technologies (identity, security, vulnerability management, IT service and asset management, remote access, backup, directory services, etc).
• Ensure stability and security of digital workplace technology through effective endpoint management and timely patching.
• Establish computing configuration and operating standards in coordination with IT colleagues.
• Execute digital workplace technology projects.
• Actively participate in resolving high-priority outages, troubleshooting efforts, and capacity/availability planning sessions.
• Support security operations processes by monitoring and reporting anomalies related to devices and identities.
• Monitor technology trends and seek ways to enhance continuous improvement initiatives.
• Assess criticality of services and applications and automates testing of those deemed critical before patching and upgrades.
• Provide IT support for issues escalated from level 1 or level 2.
• Effectively manage the technical implementation and subsequent change on the IT infrastructure asset
• Track the infrastructure requirements, and manage technical change, throughout the delivery life cycle
• Schedule and actively manage business as usual changes within the IT infrastructure asset to deliver a best-in-class level of successful change
• Cross team collaboration with upstream stakeholders such as solution architects and IT strategy teams to ensure the IT infrastructure asset is delivered in line with the strategic roadmap
• Maintain timely and accurate communications with Project Managers throughout the delivery life cycle, to ensure the IT infrastructure risks, assumptions, issues and dependencies are correctly tracked
• Keep abreast of latest IT infrastructure technology trends and technologies to allow these to be levered to the business benefit of Cathay Pacific Airways
• Build and maintain strong relationships with key hardware and software vendors and delivery partners
• Cross team collaboration with other IT domains to drive business and technology innovation
• Keep abreast of the corporate strategy, business plan and latest industry trends
• Available to provide 24/7 support as required

• Technical degree holder with minimum of 6 years IT experience, at least 3 years of IT Infrastructure experience
• Must have proven technical experience of working in a complex IT infrastructure environment
• Ability to listen and articulate ideas verbally, and in the written form, to a broad range of audiences; ability to ask probing questions and deliver technical internal presentations
• Ability to work well with others and as part of a technical team
• Well-developed analytical, problem-solving, decision-making, and critical thinking skills, leveraging both logic and creativity; strong troubleshooting and root cause analysis skills; ability to identify patterns and generate informed ideas
• Focus on the business and end user’s needs; ability to set expectations and understand end user behavior
• Ability and willingness to proactively accept, and drive, change to accomplish positive outcomes
• Ability to understand strategy and align tactical and strategic work in a well-balanced way
• Must have knowledge of how to lever technology to reduce operational costs and delivery business innovation in a fast moving and dynamic industry sector
• Professional competency in at least one technical specialization, with broad understanding of other current and emerging technologies

• ITIL,
• Desktop standard operating environment,
• Microsoft Active Directory,
• Onedrive, MS Exchange, Office365,
• IDM & IAM products,
• MDM/MAM/EMM/UEM & Jamf Pro technologies,
• Virtual Desktop Infrastructure, AZURE,
• Printing solution,
• SCCM & Nomad solution.

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