Cathay Pacific is an iconic and award-winning brand, headquartered in Hong Kong. As part of the oneworld alliance, they serve over 200 destinations in over 50 countries across the world.
Infrastructure Manager - Network
Hong Kong
Department: Information Technology

Reports to: Head of Infrastructure Engineering

This role is accountable and responsible for delivering best-in-class and fit-for-purpose Network Services including LAN, WAN and MAN, data and voice networks, telephony and call centers, wireless, Remote Access, Firewall, Proxy and Load Balancers as well as various network security technologies.

This includes understanding how business operations, application development and workplace productivity are supported by the Infrastructure platforms and services and subsequently engaging with other teams within IMT and across the Business in driving improvements across a broad range of metrics, including time-to-market, cost effectiveness, reliability and performance.

The role will have significant influence on the Infrastructure strategy and roadmap and projects to be submitted for funding. It will also have significant accountability for the operational health and total cost-of-ownership of Infrastructure services and platforms and for the direct management and orchestration of both internal teams, external service providers and product vendors to ensure fit-for-purpose Infrastructure technology solutions.

Key Responsibilities:

Strategic Direction and Standards
  • Continuously interpret the vision of the IMT department, through interaction with senior management, and deliver products and services to achieve the organizational goals
  • Keep abreast of the latest trends in technology, ensure timely exploration and proactively communicate IMT's position towards the introduction of relevant / key emerging technologies
  • Assess the evolving direction of the infrastructure product and service portfolio; reviewing planned activities and major deliverables, working with managers to refine these to fulfil goals and reach needed outcomes
  • Implement best practices for Infrastructure management and ensure compliance of technical architecture and design
  • Cross team collaboration with Enterprise Architects to drive technology innovation to achieve CPA's strategic plan and business objectives, and define Infrastructure products and standards as well as non-functional requirements
  • Cross team collaboration with Enterprise Testing team to define the quality assurance test plans that meet the company practices and standards
  • Cross team collaboration with APD to ensure procurement of IT equipment and Infrastructure software products are compliant with CPA technology standards
  • Cross team collaboration with Security team to ensure infrastructure solutions are complaint with CPA security standards
  • Cross team collaboration with IT Solution Centres and Business Units to ensure the optimal delivery of projects and ongoing operational stability of systems:
  1. Oversee the end-to-end solution delivery and subsequent support of solutions within your domain
  2. Understand business requirements, identify and formulate cost effective solutions to business problems.
  3. Work with other IT teams to ensure solutions are fit for purpose and leverage existing capabilities where possible
  4. Manage the delivery solutions/projects on time and budget
  5. Ensure solutions are delivered in accordance with our policies and standards
  6. Ensure solutions are delivered that enable on-going support in a cost efficient manner

Infrastructure Service Ownership, Solution Formulation and Delivery
  • Accountable for design and delivery of best in class and fit-for-purpose infrastructure technology solutions using both internal and external resources to design, build and implement infrastructure platforms and services on time, within budget and with good quality
  • Plan, manage and coordinate activities of infrastructure delivery to ensure that goals or objectives of business and infrastructure projects are accomplished within prescribed time frames and funding parameters using standard products wherever possible
  • Manage demand on skilled technology resources to determine time frames and costs for accomplishing projects and negotiate staffing requirements to various project phases
  • Identify and rationalize infrastructure demands from solution centres and business and identify opportunities and options to improve and enhance existing infrastructure platform and services as well as to reduce their operating costs
  • Ensure project-to-BAU transition is done properly during service transition of new and changed IT infrastructure services so that infrastructure support teams are equipped with required skill, knowledge and documentation to deliver high quality second and third level support
  • Define and escalate risk and recommend and drive remediation plan
  • Cross team collaboration with Service Centre Manager to ensure Service Centre agents are equipped with required skill, knowledge and document to deliver high quality first level support
  • Manage the internal team members and external service providers and product vendors to ensure:
  1. Adequate quality assurance on Infrastructure-related system changes
  2. Timely resolution of high-severity incidents
  3. Timely investigation of problems and implementation of corrective actions
  4. Service requests are fulfilment according to agreed service targets
  5. Proactive maintenance tasks(e.g. performance monitoring and capacity tuning, implementation of patches, preventive maintenance, health check and audit) are scheduled and performed to avoid unexpected incidents/problems
  6. Successful deployment of new releases, fixes, maintenance upgrades on CX technology infrastructure

Human Resource Management
  • Develop, coach, mentor, motivate, and retain a team of individuals who constantly elevate the capabilities of technology systems to meet business needs through designing, implementing, maintaining and adopting the CPA IMT standard products and services

Vendor Management
  • Accountable as contract owner for management of external service providers and product vendors ensuring their support and maintenance services are delivered according to agreed underpinning contracts
  • Manage vendors in the delivery of cost effective and timely systems development and support
  • Drive vendors to bring relevant technical skills and innovation in your domain to Cathay Pacific
  • Develop a healthy partnership with strategic vendors to allow Cathay Pacific to stay in the advanced airline IT position

Financial Management
  • Develop and implement cost effective product sets for use across Cathay Pacific.
  • Develop and update infrastructure delivery budgets annually
  • Accountable for infrastructure delivery within agreed budgets
  • Provide commentary on budget tracking on monthly basis for Finance senior management reporting

  • Minimum 15 years of IT experience with at least 5 years in an Infrastructure management role or equivalent leadership experience
  • Tertiary qualifications or equivalent experience
  • Experience of financial management of all required infrastructure costs (people, vendors, hardware, software, services) over a budget of 100m HKD p/a.
  • Experience in leading and motivating large multi-cultural team
  • Experience in managing large multiyear outsourced service contracts
  • Experience in building and maintaining relationships with both IT and Business Units
  • Experience in managing large scale global projects with ability to multitask and manage multiple medium to large projects in a cross-functional environment
  • Experience leading the development and implementation of global infrastructure products and services across multiple disciplines
  • Skills in conceptualizing creative solutions, as well as documenting them and presenting/selling them to senior management
  • Demonstrated leadership and relationship management experience and skills
  • Demonstrated ability to lead and motivate staff and to apply skills and techniques to solve dynamic problems
  • Technical proficiency in hardware and system software, as well as experience implementing packages and working with vendors
  • Strong verbal and written communication skills, as well as ability to present and explain technical information in a non-technical way that establishes rapport, persuades others and gains understanding
  • Strong teamwork and interpersonal skills at all management levels
  • Proven ability to coach, motivate and develop others

Key Competencies:
  • Setting Directions
  • Leading and Engaging Teams
  • Driving Business Performance and Change
  • Developing and Recognising Others

Application deadline: 21 August 2020

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
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