Senior Technical Manager, ITSM Solutions Architect

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:

• Unified Architecture Design: Develop a comprehensive architecture for ITSM and observability, ensuring scalability, reliability, and alignment with organisational goals while incorporating best practices and governance controls
• Technical Roadmap Development: Collaborate with product owners to assess and enhance ITSM processes and observability maturity from a technical standpoint
• Tool Integration & Automation: Evaluate and implement tools for ITSM and observability, focusing on automation of workflows and proactive monitoring capabilities
• Cross-Functional Technical Collaboration: Partner with DevOps, Security, and Operations to embed observability within technical processes and ensure compliance with architectural standards
• Performance Optimisation: Define and analyse KPIs related to service reliability and observability, utilising AIOps analytics for predictive insights
• Governance & Compliance: Establish architectural governance for ITSM and observability tools, ensuring that best practices are followed and regulatory compliance is maintained
• Incident Management Redesign: Revamp ITSM processes using observability insights to minimise detection and resolution times
• Cultural & Skills Development: Promote continuous learning and innovation within technical teams, focusing on best practices in ITSM architecture
• Cost-Effective Innovation: Optimise tool licensing and resource allocation while managing Total Cost of Ownership (TCO)
• Pilot Execution & Scaling: Lead pilot projects to validate and scale integrated solutions across the organisation

About You

You should have:

• Bachelor’s degree in computer science, Information Technology, or a related field; a Master’s degree is preferred
• At least 15 years of work experience in the IT industry with 7+ years of experience in IT Service Management or observability solutions across distributed systems, with a strong focus on architecture and integration
• Experience in managing cross-functional teams and collaborating with various stakeholders to drive ITSM improvements
• Ability to provide technical system solutions, determine overall design direction and provide hardware recommendations for complex technical issues
• Strong written and oral communication skills, and the ability to effectively communicate with technical and non-technical audiences
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Proven project and supplier relationship management experience
• In-depth understanding of ITIL frameworks and best practices in ITSM
• Familiarity with industry trends and emerging technologies related to IT operations and service management
• Preferably possess TOGAF, PMP, and ITIL certifications
• Proficiency in ITSM tools such as ServiceNow, BMC Remedy or Helix, or Jira Service Management, including configuration and customization
• Holder of relevant certifications such as Certified Kubernetes Administrator (CKA) or equivalent, with preferred expertise in observability tools like Prometheus, Grafana and ELK stack
• Extensive knowledge of AIOps platforms and SRE methodologies
• Familiarity with cloud platforms and services (e.g., AWS, Azure), including their integration with ITSM processes
• Strong experience with DevOps practices, CI/CD pipelines, and automation tools to enhance software delivery and operational efficiency
• Experience with monitoring tools and frameworks that support performance management and real-time analytics

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.