Senior Technical Manager, IT Major Incident Communications

The Department

The IT Operations and Systems Department provides the Club’s internal and external customers with expected IT System and Services that enable business operations. The Department’s goal is to provide the Club’s IT customers with best in class IT service offerings and experience.

IT Operations and Systems serves as the primary user engagement channel for IT for help and service offerings fulfillment.  Engagement is offered 24x7 via phone, email and direct on-site support.

IT Operations and Systems is the Service owner responsible for; IT Data Computing facilities; production Infrastructure platforms; Incident, Change, Problem, Resilience, Capacity, Configuration, Procurement functions; Service Assurance and Quality management; and Level 1 /2 system 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.