Assistant Manager, IT

Job Purpose

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

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