Description:
We are looking for an Assistant Technology Manager to provide regional SME-level technical support to hotels participating in an IT cluster model. This role is critical in ensuring zero service outages, fast incident resolution, and consistently high customer satisfaction across the hotel business.
You will act as the technical escalation point, owning incidents end-to-end and working closely with regional and global teams to deliver reliable 24/7 IT services.
Key Responsibilities
- Deliver exceptional IT support to assigned cluster hotels.
- Act as the regional Subject Matter Expert (SME) for escalated incidents.
- Receive, own, and resolve escalations from cluster hotels as quickly as possible.
- Drive continuous improvements in service quality and customer satisfaction.
- Collaborate with Regional Service Management and Global Service Support teams to ensure 24/7 coverage.
- Provide Major Incident Management support when required.
- Maintain end-to-end ownership of technical faults, coordinating with vendors and internal teams.
- Support and contribute to technology-related projects within hotels.
- Manage ticket queues and ensure high-quality ticket closure.
- Drive adoption of IT standards across managed hotels.
- Support a “follow-the-sun” service model.
Required Skills & Experience
- ITIL Foundation V3 certification (minimum)
- Microsoft and/or Cisco certifications (essential)
- 5+ years in technical support, ideally within hospitality
- 3+ years working in an ITIL-based environment
- Proven supplier/vendor management experience
- Strong understanding of hotel systems (PMS, POS, Back Office, Revenue, Sales & Catering, etc.)
- Subject Matter Expert level in at least three of the following areas, with strong working knowledge of the others:
- Email & Internet technologies
- Data Centre operations
- Security & Patch Management
- Microsoft client & server technologies
- Cisco / Cisco Meraki networking
- Virtualisation (VMware, Virtual Server, etc.)
- IP networking