Job Description

Description:

Working Location: Singapore or Hong Kong

This position is responsible for the oversight of technology infrastructure across our Global Property and Guest Services Hubs in Asia Pacific and Europe, Middle East Africa regions. In addition to leading a multinational team of infrastructure managers and specialists, this role is also responsible for managing the strategic requirements of our integrated business systems, as well as planning and managing infrastructure projects. This leader will serve as a business partner to all other teams within GPGS and the global Technology team to continuously improve our infrastructure, systems and network, and effectively lead his/her team to embrace this mindset and attitude towards other team members.

Position Responsibilities:
1. Plan and lead the deployment, security monitoring, maintenance, development, upgrade, and support of all IT & Telephony system architecture, including network circuits, servers, PCs, operating systems, telephones, software applications, and peripherals.
2. Establish and manage relationships with the business teams to understand evolving needs and translate them into system solutions.
3. Oversee systems development and enhancement and the integration of new systems with existing systems as well as technology needs assessment.
4. Develop strategies and plans to enhance colleague services, improve user effectiveness, and foster agility. Oversee provision of end-user services, including help desk and technical support services.
5. Manage IT/Telephony staff and resources, including hiring, training, performance management, and guidance so they can meet the changing needs of the organization. Provide developmental opportunities to IT/Telephony associates and help them grow within the company.
6. Manage financial aspects of the Information Technology functions, including purchasing, budgeting, and capital budget process. Negotiate and administer vendors, outsourcer and service agreements. Manage vendor relations.
7. Develop and manage all IT/Telephony policies and procedures, including those for PCI & security, disaster recovery, standards, purchasing, and service provision. Ensure the creation and maintenance of all written documentation, including system and user manuals, license agreements, and documentation of modifications and upgrades.
8. Demonstrate a commitment to Hyatt core values.
9. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Qualifications:

1. 10+ years of Omni-channel/Multi-Channel System Administration experience in a mid/large sized environment (>200 users).
2. Supervisory and administration experience in multiple communication channels like telephony, email, web chat, SMS, social media and IVR.
3. Knowledge and management of cyber risks to our business environments.
4. Vendor management experience with public cloud communication channel and related applications.
5. Strong understanding of network infrastructure as relates to communication channels both on-pre and cloud hosted.
6. Strong communication and customer service skills.
7. Bachelor\xe2\x80\x99s Degree in Computer Science, MIS or related filed.
8. Network certificate, like CCIE or CCDE.
9. Project Management, PMP.
10. Information Security certificate, like CISM or CISSP.
11. ITIL V3.
12. Good knowledge of network infrastructure, cabling, switches.
13. Good knowledge of hardware, server, laptop, desktop, printer.
14. Good knowledge of call center Omni-channel applications and PBX system.
15. Good knowledge of cyber security and data privacy.
16. A strong leader with demonstrated record of building effective teams and developing team members to succeed.
17. Possess strong analytical and creative problem-solving mindset and skills.
18. Strong verbal and written communication skills required, demonstrating Hyatt\xe2\x80\x99s desired behaviors of empathy and care.
19. Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.
20. Must be open minded and be able to adapt to a fast paced, changing environment.
21. Able to work with members from different countries and different culture.
22. Travel (15-25%) is required.

Hyatt Shared Service Centers