Infrastructure and Operations Manager/Senior Manager, Innovation and Technology

The incumbent is responsible for the Institute’s technology infrastructure and operation including project management, job scheduling, business continuity plan, change control, problem management and escalation, system administration and operation, network administration, security control and operational database administration.  The incumbent will develop and execute policy and procedure as well as identifying technical opportunity to meet business objectives for improvement on customer services, operating efficiencies and quality.

The Infrastructure and Operations Manager/Senior Manager and his/her team participates in analytical and technical assignments that provide for problem diagnosis and solutions documentation, implementation, administration, support, and maintenance for a variety of hardware, software, and network products in the HKSI technology environment.  The role is broadly split between providing day-to-day operational support for existing technology services, and project-based work leading to the development and deployment of new technology services.

Key Roles and Responsibilities:

Strategy and Planning

1. Manage IT policy, process and procedural improvement
2. Build proactive strategies to manage change and ensure continuity of services
3. Explore area of improvement for environment, network, cloud infrastructure, disaster recovery etc.
4. Work with IT application and development team to implement enterprise wide standards, policies, procedures and process, to provide seamless services to company users
5. Ensure that IT infrastructure and operations stay abreast of emerging products and trends

Project Management

1. Ensure proper management of IT initiatives
2. Assess and manage project risk and issue; problem escalation and resolution
3. Manage project scope, conduct budget planning and cost control; ensure completion of projects while meeting quality, schedule and cost objective using standard processes
4. Provide leadership and guidance to project members

Operational Management

1. Manage production services to ensure achievement of services levels and quality metrics
2. Maintain ownership and accountability of all services related issues until resolution is achieved
3. Manage problems and problem escalation in accordance with company standard
4. Ensure administration of personnel, including performance evaluation, career goals, training programs, hiring, dismissals, organizing vacation schedules, team building etc.
5. Ensure proper communication and escalation of maintenance and production issues

Manage the Infrastructure and Operations Team with the following disciplines:

Client Support Services

1st Level Support and Monitoring

Second/Third Level Support

VIP Support

Event Support

Workstation Support

Mobile Device Support

Office Technology Equipment Support

Infrastructure Services

Second/Third Level Support

Email, Messaging, Collaboration

Database Management

Hosting Management (Servers, Data Center, Public/Private Cloud)

Network and Telecommunications

Infra Architecture and Design

Cyber Security related planning and tasks

Keep abreast of the latest trends in technology, ensure timely exploration and proactive communication to management towards the introduction of relevant emerging technologies

Provide ad-hoc non-office hour support in response to business requirements if necessary

Undertake other duties as may reasonably be required

Qualifications and Work Experience Required: 

University degree in computer science or related discipline

Certification in ITIL Foundation

Certification in PMP preferred

At least 15 years of relevant experience in IT infrastructure and operations support, of which 5 years in managerial position (Candidates with less experience will be considered as Manager)

Must be highly organized and disciplined with complete understanding of a 24x7 mission critical production environment and works wells with multiple technical disciplines

Strong understanding of cloud operation, enterprise VM, distributed network, WAN/LAN design, Windows sever and architecture, cyber-security, database server, log management, job scheduling and monitoring solution

Experience in Microsoft Server technology and infrastructure platforms including Windows server operating systems, messaging (O365), database (SQL), web proxy, TCP/IP, DHCP, DNS, Active Directory, and Remote Desktop Services

Knowledgeable in technical analysis, implementation, configuration, and upgrading of network infrastructure consisting of LAN/WAN equipment, Cisco switches, routers and wireless infrastructure.

Experience in supporting Wide Area Network (WAN), Local Area Network (LAN), Wireless Access Point (WAP), Internet Access, Remote Network Access Service (RNAS), backup consoles, secured print technology, IP patching, Windows 10/11, Mac OC, MS-Office suite, Office 365, and iPhone/Android mobile devices configuration.

Experience in creating technical and user level documentation and conduct relevant usage training

Able to issue resolve through a combination of independent study and collaborative efforts with team members and vendors, then communicate with clients in concise business language

Strong communication and interpersonal skills with good command of written and spoken English and Chinese

Attributes Required: 

High attention to detail with strong analytical and problem solving skills

Able to think out-of-the-box and solve issues with high learning agility

Able to handle high pressure situation and remain calm when faced with adversity or urgent issues

Able to work with challenges and adapt quickly to ambiguity and changing priorities in fast-changing environment with proactive multi-tasking ability

Able to take ownership of issues through to resolution on all assigned tasks, to meet deadlines for tasks and to manage initiatives or projects independently

Willing to work on shift: normal working hours are any 9 hours between 8:30am to 10:00pm, Monday through Friday with shift arrangement. Also, working on Saturday(s), Sunday(s) or holiday(s) may be also required based on the business demand

For those who are interested, please send your resume with expected salary to our HR Manager via email to 

A competitive remuneration package will be offered to the successful candidate. 

(Data collected will be used for recruitment purposes only)