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