Assistant Manager, IT Infrastructure/operations

**Key Responsibilities**

**Technology Management**
- Manage day-to-day IT operations and to identify areas for improvement.
- Resolve any technical problems timely and effectively. Develop counter-measure procedures and alert systems to prevent and reduce possible downtime due to potential technical failure.

**Project Management**
- Monitor closely project’s implementation plan so that key milestones are delivered within schedule.
- Conduct post implementation reviews to gather user feedback and to schedule enhancements, modifications, bug fixes, etc.

**Staff Management**
- To lead and motivate team members.
- Play the role of a technical adviser in terms of providing technical guidance and advice on development, trouble-shooting, testing and implementation, etc.

**Job Requirements**
***
- Diploma/Degree in Computer Science or equivalent
- At least 4-6 years of working experience in IT related fields.
- At least 2-3 years of working experience as team leader or manager.
- Must have excellent knowledge and experience in the following technologies:

- Virtualization technology such as VMware or equivalent
- Office 365, SharePoint/OneDrive, Azure Cloud Services, etc.
- Cybersecurity best practices and policies such as ISO27K
- Microsoft Windows 2012, Active Directory, DNS, Group Policy, etc.
- Networking such as Cisco switches & routers, TCP/IP, network security, etc.
- Must have excellent trouble-shooting and technical analysis skills
- Ability to work independently and manage multiple assignments and responsibilities within deadlines
- You are also required to work **irregular hours** to rectify any issues, to upgrade system, to ensure system availability and to be on standby onsite for any events as and when required.

The role of the Customer Experience Manager is to assist the Customer Experience (CX) Management team in the smooth running of front-of-house services, to be an exemplary role model to other members of staff - to coach and guide them and to provide a friendly, efficient and knowledgeable service to all our customers.

**Key Responsibilities**

Customer Service Operations
- To maintain a professional and pro-active attitude at all times and promote high standards of service.
- Responsible for ensuring the proper upkeep and appearance of public areas in line with providing a first-class experience.
- Ensures that safety measures and emergency evaluation guidelines are adhered to and in place during performances/ events.
- To support relevant departments in customer services coordination for all events taking place in all the performing and hospitality venues particularly, Relationship Management, Programming and Venue Partnership.
- Management of Customer Feedback including proactive and prompt response to customer enquiries, resolve problems, service recovery on-site as well as operational issues with external business partners.

General Management to support Customer Services operations
- To ensure that the highest standards of service delivery, staff productivity and department efficiency are maintained in the day-to-day operations.
- To develop and implement jointly with Head, Customer Experience, a Crisis Management Plan
- To conduct daily briefing to keep team updated on performance-related matters, information and issues affecting the centre, review of incidents and events so as to ensure that all service staff are able to carry out their duties effectively and are empowered to make decisions.
- To oversee overall day to day operations and ensure smooth and consistent delivery of standards set and expected of the team.

Planning and budgeting
- To assist Head, Customer Experience on planning and tracking of the department budget including all overheads/expenses and casual labour costs, equipment maintenance and capital acquisitions.
- Assists with coordination, planning and execution of assigned projects within set timeline.

Staff Deployment & Management
- To motivate, coach and monitor performance and ensure staff welfare.
- Through leading by positive example, ensure that staff (including casuals) are well presented, welcoming, friendly and pro-active in their roles.
- To establish an effective operational duty structure and ensures that staff deployment meets service deliverables in all areas and for all events at all times.

Administrative Support
- Management of Usher Registration System (URS) & Manpower Requests
- Customer Relationship Management (CRM)
- Manpower & Roster Planning
- Prepares CAPEX and Approval papers.
- Following up on Incident Reports when necessary

**Key Requirements**
***
- Tertiary qualifications or equivalent qualifications with experience
- At least 3 years customer service or event management experience at supervisory level (minimum 5 years’ customer service experience)
- Excellent customer services skills.
- Customer-focused with the ability to lead others.
- An eye for detail
- The ability to work under pressure while maintaining a positive and f