Assistant Manager, IT Operation Support

• Act as the primary point of escalation for complex incidents and service requests during the night shift, moving beyond L1 triage to deep technical troubleshooting.
• Diagnose and resolve issues related to business applications, databases, middleware, batch jobs, interfaces, and underlying infrastructure (servers, network, storage).
• Monitor application health, system performance, and scheduled jobs using enterprise tools.
• Execute and verify scheduled operational tasks, maintenance activities, and batch processing.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Document solutions thoroughly in the knowledge base and incident management system.

• Lead the response to major incidents during the shift, coordinating with L3 teams, infrastructure, and application vendors as needed.
• Ensure incidents are logged, categorized, prioritized, escalated (when necessary), and resolved within defined SLAs.
• Initiate Problem Management activities for significant or recurring incidents identified during the shift.
• Communicate incident status and impact clearly to stakeholders and management.

• Directly manage, mentor, and coach subordinate IT Support Specialists.
• Assign tasks, monitor workload, and ensure shift coverage and productivity.
• Conduct regular performance reviews, provide feedback, and identify development opportunities.
• Foster a positive, collaborative, and accountable team environment, especially during challenging night hours.
• Manage shift handovers effectively, ensuring seamless transition of information.

• Ensure adherence to ITIL best practices (Incident, Problem, Change, Event Management) during the shift.
• Identify opportunities to automate routine tasks, improve monitoring, and enhance operational efficiency.
• Contribute to the development and refinement of support procedures, runbooks, and knowledge articles.
• Participate in post-incident reviews and implement lessons learned.

• Reliably manage the night shift operations, acting as the senior IT point of contact.
• Provide clear and concise shift reports summarizing activities, incidents, resolutions, and pending items.
• Maintain effective communication with daytime IT management, other support teams, and business stakeholders as required.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Minimum of 5+ years of experience in IT operations or technical support roles.
• Proven experience (2+ years) in a leadership or supervisory capacity, managing technical staff.
• Extensive hands-on experience providing L2 support for diverse enterprise applications and infrastructure.
• Demonstrated experience working in shift environments, particularly night shifts, is essential.

• Strong understanding of operating systems (Windows Server, Linux/Unix).
• Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Firewalls, Load Balancers).
• Experience with database systems (SQL Server, MySQL) and writing basic queries.
• Proficiency in application support methodologies and troubleshooting techniques.
• Experience with enterprise monitoring and alerting tools.
• Familiarity with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
• Basic scripting knowledge (PowerShell, Python, Bash) for automation is a plus.

• Strong Leadership & People Management: Ability to motivate, guide, and develop a small team during off-hours.
• Excellent Problem-Solving & Analytical Skills: Logical approach to diagnosing and resolving complex technical issues under pressure.
• Effective Communication: Clear verbal and written communication for technical and non-technical audiences, crucial during incident management and shift handovers. Good command in both written and verbal, English and Cantonese is a must.
• Decision Making & Accountability: Ability to make sound judgments independently during the night shift.
• Calm Under Pressure: Maintains composure and focus during critical incidents.
• Proactive & Results-Oriented: Takes initiative to prevent issues and drives resolutions.
• Organizational Skills: Excellent time management and ability to prioritize tasks effectively.

• Working schedule may vary depending upon Business Operations

• Fly anywhere we fly for free with your friends and family to explore the world
• Hybrid working with flexibility in workplace and working hours to foster work-life harmony
• Open office to collaborate, connect and share great ideas
• Energetic and multicultural teammates from up to 50 nationalities!
• Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T.

CTgoodjobs