Senior Technical Manager, IT Major Incident Recovery

The Job

You will:

• Mobilise a Major Incident response team with expertise to diagnose and recover from the incident. Establish a channel of collaboration for the team. Ensure that all members of the team are fully briefed

• Set priorities and parameters for parallel streams of investigation. Track progress within the streams and ensure rapid pace and focus on task is sustained

• Lead the conversation within the recovery team. Enforce good discipline and etiquette. Ensure all contributors are engaged and given the opportunity to participate

• Firmly deal with suboptimal behaviour during the meeting (dismissive responses to suggestions, parallel conversations, poor attention, …). Be prepared to escalate to line management if poor behaviour persists

• Ensure that changes in IT service status (further degradation, contagion, improvement) are communicated across the recovery team

• Be ready, at all times, to explain the current service status, work in progress and time to the next checkpoint in diagnosis and recovery

• 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

• Conduct regular drills to exercise the process and those involved

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

• High degree of logical and analytical thinking skills

• Excellent interpersonal, collaborative and communication skills

• Experience or leading teams of IT professionals in a Service Management or Production Support environment

• Strong operational understanding of the Windows, Linux, TCP/IP and SQL Server

• ITIL Expert certification, or equivalent knowledge

• Kepner Tregoe trained

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.