What will You Do?
Responsible for supporting the Senior IT Manager in the planning, administration, and day-to-day operations of the Information Technology department. The role ensures the availability, security, and performance of all IT infrastructure and business-critical hotel systems while delivering reliable technical support across one or multiple hotel properties.
The position also coordinates with Corporate IT, business users, and third-party vendors to support hotel operations, technology projects, cybersecurity initiatives, and continuous service improvement.
Key Responsibilities
Hotel Systems
- Administer, support, troubleshoot, and maintain Property Management Systems (PMS), preferably Oracle Opera Cloud, Opera PMS, or IDB PMS.
- Support hotel applications including POS System, IPTV, PBX, key card systems, and other hospitality-related applications.
- Ensure all hotel business applications remain operational and available to support daily hotel operations.
- Coordinate system upgrades, patches, testing, and application deployments with Corporate IT and external vendors.
Infrastructure & Cloud Services
- Administer and support Google Workspace, Microsoft Azure, and Microsoft Entra ID.
- Manage user provisioning, identity management, email services, access permissions, and collaboration platforms.
- Maintain Windows Server environments and virtualization platforms.
- Support enterprise network infrastructure including LAN/WAN, wireless networks, VPN connectivity, internet services, switches, routers, and FortiGate firewalls.
- Ensure IT infrastructure remains stable, secure, and aligned with corporate standards.
Cybersecurity
- Monitor endpoint protection using CrowdStrike Falcon or equivalent EDR solutions.
- Perform security patching, vulnerability remediation, and preventive maintenance activities.
- Ensure compliance with corporate cybersecurity policies, security standards, and audit requirements.
- Assist in responding to IT security incidents and coordinate remediation activities.
IT Operations & Support
- Provide second-level technical support for desktops, laptops, printers, mobile devices, conferencing systems, and end-user technologies.
- Troubleshoot hardware, software, operating system, and network-related issues.
- Perform preventive maintenance to minimize operational disruptions.
- Maintain IT asset inventory, software licensing records, and technical documentation.
- Ensure backup procedures and disaster recovery processes are executed according to company standards.
Vendor & Project Management
- Coordinate with external vendors for hardware, software, telecommunications, internet services, maintenance contracts, and managed services.
- Monitor vendor performance and ensure agreed Service Level Agreements (SLAs) are achieved.
- Support IT procurement activities including vendor evaluation and quotation review.
- Participate in IT projects such as hotel openings, property onboarding, infrastructure upgrades, cloud migrations, and technology implementations.
- Coordinate project activities between hotel operations, Corporate IT, and vendors.
Governance & Administration
- Develop and maintain IT SOPs and technical documentation.
- Ensure compliance with corporate IT policies, software licensing, and information security requirements.
- Prepare operational reports, incident summaries, asset reports, and project updates for management.
- Support annual budgeting, asset planning, and technology lifecycle management.
- Perform any other duties assigned by the IT Manager.
Qualifications
Education
- Bachelor's Degree or Diploma in Information Technology, Computer Science, or a related discipline.
Experience
- Minimum 4–6 years of working experience in Information Technology.
- Hospitality industry experience is highly preferred.
- Experience supporting multi-property environments will be an added advantage.
- Experience coordinating IT vendors and technology projects.
Technical Competencies
- Oracle Opera Cloud / Opera PMS / IDB PMS
- Agilysys POS
- Google Workspace Administration
- Microsoft Azure
- Microsoft Entra ID
- Windows Server
- VMware/Hyper-V
- LAN/WAN Networking
- FortiGate Firewall
- CrowdStrike Falcon
- Backup & Disaster Recovery
- IT Asset Management
- Cybersecurity Best Practices
Behavioural Competencies
- Leadership and Teamwork
- Problem Solving
- Customer Service
- Communication
- Planning and Organising
- Vendor Relationship Management
- Project Coordination
- Time Management
- Adaptability
- Accountability
Working Relationships
Internal
- Corporate IT
- General Manager
- Department Heads
- Finance
- Human Resources
- Procurement
- All Hotel Associates
External
- Software Vendors
- Hardware Vendors
- Internet Service Providers
- Managed Service Providers
- Technology Partners
- Equipment Maintenance Vendors