資訊科技商業智能副經理負責理解其職位所面臨的工作優先事項，並確保其所指導的 BIG團隊成員能夠理解並按需執行相關任務。此職位兼具管理支援工單、特殊請求以及分配專案的雙重角色。在專案管理方面，必須遵守既定的專案管理標準。若出現任何突發問題、挑戰或投訴，需立即向 BIG 團隊的經理及高級經理匯報。此職位亦肩負與各物業層級營運人員及其他 IT 成員保持良好溝通的重要責任。

職位介紹

• 理解即時出現的工作優先事項，確保相關任務按需安排並執行
• 負責交接班流程，確保所有工單被充分理解
• 監控並管理團隊的服務台工單，確保符合服務水平協議（SLA）
• 向高層管理層匯報可能引起關注的事項
• 對分配的專案執行專案管理流程
• 及時向商業智能管理層報告所有挑戰，並提供解決方案
• 辨識並維護分配專案的所有預算項目，包括營運支出（OPEX）預算
• 檢視 ServiceNow 服務台報告及工具，監控未處理工單，並根據優先級進行跟進
• 每日與營運高層溝通關鍵問題
• 與營運團隊合作，設計合適的風險及風險緩解方案
• 了解科技與營運業務
• 協助管理硬體與軟體的第二線支援
• 辨識並建立與服務供應商及系統廠商的合作關係
• 與公司其他部門保持溝通，了解並收集業務需求

職位要求
工作經驗

• 至少兩年與上述職責直接相關的工作經驗，其中包括兩年管理經驗•
• 在專案與資源管理方面有相關經驗
• 對酒店／娛樂場／人力資源／財務應用有基本了解

教育程度：資訊科技相關領域的文憑或學位
語言能力：英語、普通話及粵語多語能力者優先

Job Purpose:

The Assistant Manager BIG (AM BIG) is responsible for understanding the priorities that are presented to this position and assuring that the BIG team under his/her guidance understand and carry out the tasks as needed. This position has a dual role of managing support tickets, special requests as well as projects that they are assigned to. In the role of projects, project management standards must be adhered to. In this role, any unwarranted issues, challenges, complaints are to be raised to the Manager and Sr. Manager of the BIG Team immediately. This role has a major responsibility to keep good communications with all Property Level Operations staff as well as other IT members at the
property level and SSU.

Key Responsibilities

• Understand priorities as they arise and how to ensure specific jobs are scheduled and carried out as needed.
• Own the process of Shift Change and ensure all tickets are understood.
• Monitor and manage the team’s Help Desk tickets to maintain the SLAs.
• Escalate any concerns that might cause concern to upper management.
• Provide project management processes on project that are assigned to this role.
• Report all challenges in a timely manner to BIG Management with options to rectify.
• Identify and maintain all budget’s items for projects assigned including operational expense (OPEX) budget.
• Review Service Now Help Desk reports and tools to monitor open tickets and provide the correct level of priority and follow-up as needed.
• Communicate on a daily basis with Operational executives on key issues.
• Work with Operations to design the correct Risk and Risk Mitigation elements.
• Understand technology as well as Operations.
• Assists to manage 2nd Tier support for both hardware and software.
• Identify and establish working relationships with service providers and systems vendors.
• Maintain communication with other departments within the company to understand and gather requirements.

Competencies and Requirements

Experience:

• Minimum 2 years’ experience directly related to the duties and responsibilities specified, with 2 years of supervisory role.
• Proven track record in projects and resource management
• General understanding of Hotel/Casino/HR/Finance Applications

Education: Diploma or degree in Information Technology field
Language Ability: Multilingual English/Mandarin/Cantonese preferred

For enquiries, please contact us at (853) 8889 1188 during office hours
From Monday to Friday between 9:00am and 6:00 pm