Senior Technical Manager, IT Major Incident Recovery

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:

• Mobilise a Major Incident response team with expertise required 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 a rapid pace and focus on the 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 any 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 current service status, work in progress and time to next checkpoint in diagnosis and recovery
• Engage in the Incident follow-up reviews and during the Problem Management process to ensure good communication, in 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 of periods of live incident, undertake post-incident reviews, Problem Management activities to ensure root cause and contributing factors are understood and addressed, pursuant of avoidance to avoiding 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, ITOperations, 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 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.