Key Responsibilities
1. Global Operations, Property Openings & Regional Collaboration
- Lead and mentor a global IT operations and ServiceDesk team hotels, and serviced apartments across EMEA, APAC, and China.
- Partner with Regional IT teams to harmonize corporate standards with regional needs, time zone coverage, and compliance mandates (GDPR, China PIPL/CSL, PDPA).
- Establish, monitor, and report on global service delivery KPIs, SLAs, and OLAs to maximize stakeholder and guest satisfaction.
2. Process Optimization & Tech Ops Innovation
- Systematically evaluate end-to-end IT workflows to eliminate bottlenecks, drive efficiency, and reduce operational costs.
- Own and champion Tech Ops innovation initiatives, introducing workflow orchestration, self-service portals, Robotic Process Automation (RPA), and AIOps.
- Cultivate an automation-first culture focused on scalable modern operations and cloud resource optimization.
3. ITSM & ServiceDesk Governance
- Govern ITIL-aligned Incident, Service Request, and Problem Management processes across corporate and property estates.
- Optimize tier-1 to tier-3 escalation paths, triage workflows, and knowledge base curation to elevate First Contact Resolution (FCR).
4. Multi-Cloud Infrastructure Operations (AWS, Azure, GCP)
- Oversee the operational reliability, hardening, and resilience of multi-cloud environments across AWS, Azure, and GCP.
- Maintain high availability, automated backup routines, disaster recovery (DR) preparedness, and business continuity for shared workloads.
- Implement structured cloud FinOps to monitor utilization, right-size workloads, and govern cloud expenditure.
5. Perimeter Security & Firewall Management (FortiGate & WatchGuard)
- Administer enterprise network perimeters, specifically Fortinet FortiGate and WatchGuard firewalls.
- Manage firmware lifecycle updates, vulnerability patching, and security configuration baselines.
6. Identity & Access Management (IAM) & Directory Governance
- Enforce robust IAM policies adhering to Role-Based Access Control (RBAC), Least Privilege, and Zero Trust architectures.
- Supervise Joiner-Mover-Leaver (JML) lifecycle workflows and Privileged Access Management (PAM) controls.
7. Cross-Functional Collaboration & Vendor Management
- Regional IT Teams: Act as the corporate conduit to standardize toolsets, support hotel openings, and align operational cadences.
- Corporate Applications Team: Optimize underlying infrastructure, database, and IAM dependencies for enterprise and hospitality systems.
- Vendors & MSPs: Manage relationships, contracts, and SLA performance across telco carriers, hardware OEMs, and service partners.
8. Incident Response & Major Incident Management (IRT Lead)
- Serve as the designated Tech Ops and Corporate Infrastructure Lead on the enterprise Incident Response Team (IRT).
- Collaborate closely with GRCS, Regional IT, and external DFIR partners to execute swift technical countermeasures across cloud and perimeter assets.
- Lead major incident war rooms, deliver executive briefings, and drive blameless Post-Incident Reviews (PIRs) and Root Cause Analyses (RCAs).