About this role
Reporting to Head of IT Service Excellence, this role is responsible for advancing the Club’s IT Operations through modern practices, emphasizing agility and a DevOps-oriented mindset. Key responsibilities include transforming into IT Service Operations by adopting Club’s Site Reliability Engineering (SRE) concepts and automating Operational procedures. These improvements are designed to boost reliability, productivity and foster continuous improvement practice in Operation of the Club’s 24x7 wagering and customer IT platforms. This position be responsible for aligning with IT’s Ignition culture, behavior and new ways of working objectives. Additionally, this position is to bring innovative approaches to strengthen incident response, change implementation, cloud and SaaS operations, and routine service upkeep across IT operations and support groups.
RESPONSIBILITIES
1. Develop and manage a collaborative IT Operation support model for levels L1-2, bringing together distributed IT support Tribes SRE teams to rapidly resolve service impacts, proactively prevent incidents, and ensure service reliability for critical business functions.
2. Work with IT and Business Lines to ensure high availability, performance, and security of the Racing, Sports wagering, Digital customer platforms through robust monitoring and incident response.
3. Create and carry out a strategic plan to help IT Operations support teams shift to DevOps methods focus on Service outcomes. This involves developing essential skills, encouraging teamwork, making better use of resources, and raising accountability so that IT service levels meet customer and business requirements.
4. Effectively identify, mitigate and manage Operational risks associated Service stability. Proactive manage any issues that arise during the course of daily Operations and work with Problem team and IT Service owners for tactical remediation treatments.
5. Automate manual tasks with scripts that follow SDLC standards. Integrate, update, and validate these scripts within CI/CD pipelines. Convert manual OAT activities to automated steps in the release process. EXECUTIVE JOB SUMMARY for EXECUTIVE MANAGER, IT SERVICE OPERATIONS TRANSFORMATION
6. Engage and effectively manage all stakeholders (IT, Business and External) associated with IT Service Operation new ways of working change adoption.
7. Enhance the operating model for Field Services, Trading Support, and the Service Desk to improve efficiency in addressing internal issues and managing service requests.
8. Minimise Service business service outage times and unplanned impacts from change and release internal and external supplier activities.
9. Communicate transformation progress and operational metrics to executive leadership.
10. Promote accountability, adaptability, and ongoing improvement. Train IT Operations staff in DevOps, SRE, and ITIL. Use effective performance management to drive transformation.
Other facts
About The Hong Kong Jockey Club
A true one-off.
The Hong Kong Jockey Club is unique. We’re a world-class racing club that acts continuously for the betterment of our society. In 2022/23, the Club donated over HK$7.3 billion to improve the lives of Hong Kong people. The Club’s significant tax and charity support for the community is made possible through its integrated business model, which combines horse racing and racecourse entertainment, a prestigious membership club, and responsible wagering. As one of Hong Kong’s largest employers, our careers and part-time roles span everything from racing to retail.
There is simply nowhere like the Club to build the future you want.
What you'll do
- The role involves transforming IT Service Operations by adopting SRE concepts and automating operational procedures to enhance reliability and productivity. It also includes managing IT support models and ensuring high availability and performance of critical business functions.
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