Senior Technical Manager, IT Major Incident Communications

Who are we?

We are the IT Division of HKJC, a vibrant community of over 1,500 dedicated professionals working collaboratively across Hong Kong and Shenzhen.

Our team is a diverse mix of individuals from various backgrounds, from all across the world. We embrace our humanity, recognizing that each of us brings unique strengths and perspectives. This diversity not only enriches our work environment but also drives our innovation and creativity as we strive to achieve our collective goals.

What do we do?

We design, build, and operate the technology that powers the Club. Our primary focus is on delivering the service that supports our hospitality, racing and wagering operations, to ensure that our customers and members enjoy exceptional experiences.

We also deliver the changes necessary to drive business growth through new products and services. And, we are committed to safeguarding the Club by protecting it from external threats, providing a secure and resilient technological environment.

The Department

The IT Infrastructure and Platform Operations Department is responsible for the design, implementation, and management of the infrastructure that supports the Club’s IT systems, and leads the Service Management capabilities that ensure the smooth running of these systems.

This department ensures that all technological resources operate efficiently and effectively to support business objectives. Key responsibilities include:

• Design and operate processes and controls that ensure IT service availability, performance, and resilience are aligned with business expectations.
• Manage the 24x7 IT Operations Centre.
• Manage the Club’s exploitation of the public cloud.
• Manage the complete lifecycle of the Club’s IT network and the technology within our data centres.
• Provide the roadmaps, standards, and capabilities that enable our IT infrastructure to remain current (eligible for vendor support) and secure (patched and remediated against CVEs).
• Provide the Club’s colleague collaboration technology suite, including desktop and laptop computers, mobile devices, collaboration tools, carrier contracts, and associated support functions.

The Job

You will:

• Establish and maintain concise and high-quality communication with senior stakeholders (ED, D, EM) during the incident. Explain changes in direction and diagnosis as the technical investigation progresses. Able to deal with challenges that might arise due to misunderstandings and/or backchannel communications
• Deliver timely and high-quality written updates on progress, consistent with the IT Major Incident Management procedure
• Teach periodic verbal updates and discussions as appropriate. Supplement these with individual offline discussions with specific stakeholders as necessary
• Document significant changes in status and key decisions within the IT Incident Management Technical Channel
• Ensure colleagues who join the Technical Channel during the incident are briefed on the history and status
• Liaise with BIM and IMT to ensure these two functions are briefed on status at all times
• Engage in the Incident follow-up reviews and during the Problem Management process to ensure good communication, into these follow-up processes, of what happened in real-time during the incident
• Under the leadership of the Deputy Executive Manager, IT Resilience and DR, and in collaboration with IMT and BIM, maintain and improve the Club’s IT Incident Management procedures and controls
• Outside or during periods of live incidents, undertake post-incident reviews and Problem Management activities to ensure root cause and contributing factors are understood and addressed, pursuant to avoidance of any similar incidents in future. Deploy SRE principles to achieve this
• Drive continuous improvement of processes and technology used to communicate during incidents

About You

You should have:

• Degree in Computer Science, Information Security, and/or related discipline, or equivalent vocational education or workplace experience
• 10 years or more of working experience in IT Service Management, IT Operations, IT Infrastructure or Production Support
• Excellent interpersonal, collaborative and communication skills
• Experience in authorship of management reporting in a technology context
• Experience with DevOps and Agile delivery team
• Operational understanding of the Windows, Linux, TCP/IP and SQL Server
• ITIL Foundation certification, or equivalent knowledge
• Experience in executing Site Reliabilities functions or equivalent

Terms of Employment

The level of appointment will be commensurate with qualification and experience.

Enquiries

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.