Role Introduction
Reports to: Digital Workplace Operations Senior Lead
The Digital Workplace Operations Analyst sits under the Digital Workplace and Network team in the Information Technology Department, mainly responsible for implementing, managing and continuously improving digital workplace technology and integrations with adjacent technologies. You will be responsible to automate or eliminate repeatable tasks and reduce administrative overhead for themselves and workplace operations, including configuration variations, performance issues on endpoint devices and security vulnerabilities.
You will also be responsible for collaborating with technology vendors, product managers, IT security and legal or compliance teams to ensure alignment to company policy and applicable legislation.
Key Responsibilities
- Implement, monitor and operate digital workplace technologies (endpoint hardware, software, services and SaaS tools); and integrate digital workplace technologies with adjacent technologies (identity, security, vulnerability management, IT service and asset management, remote access, backup, directory services, etc)
- Ensure stability and security of digital workplace technology through effective endpoint management and timely patching and establish computing configuration and operating standards in coordination with IT colleagues
- Execute digital workplace technology projects; and actively participate in resolving high-priority outages, troubleshooting efforts, and capacity or availability planning sessions
- Support security operations processes by monitoring and reporting anomalies related to devices and identities; and monitor technology trends and seek ways to enhance continuous improvement initiatives
- Assess criticality of services and applications and automates testing of those deemed critical before patching and upgrades
- Provide IT support for issues escalated from level 1 or level 2. Effectively manage the technical implementation and subsequent change on the IT infrastructure asset
- Track the infrastructure requirements, and manage technical change, throughout the delivery life cycle; and schedule and actively manage business as usual changes within the IT infrastructure asset to deliver a best-in-class level of successful change
- Cross- team collaboration with upstream stakeholders such as solution architects and IT strategy teams to ensure the IT infrastructure asset is delivered in line with the strategic roadmap
- Maintain timely and accurate communications with Project Managers throughout the delivery life cycle, to ensure the IT infrastructure risks, assumptions, issues and dependencies are correctly tracked; and build and maintain strong relationships with key hardware and software vendors and delivery partners; and cross- team collaboration with other IT domains to drive business and technology innovation
- Keep abreast of the corporate strategy, business plan and latest industry trends
Requirements
- Technical degree holder with minimum of 6 years IT experience, at least 3 years of IT Infrastructure experience
- Must have proven technical experience of working in a complex IT infrastructure environment
- Ability to listen and articulate ideas verbally, and in the written form, to a broad range of audiences; ability to ask probing questions and deliver technical internal presentations
- Ability to work well with others and as part of a technical team
- Well-developed analytical, problem-solving, decision-making, and critical thinking skills, leveraging both logic and creativity; strong troubleshooting and root cause analysis skills; ability to identify patterns and generate informed ideas
- Focus on the business and end user’s needs; ability to set expectations and understand end user behavior
- Ability and willingness to proactively accept, and drive, change to accomplish positive outcomes; and ability to understand strategy and align tactical and strategic work in a well-balanced way
- Must have knowledge of how to lever technology to reduce operational costs and delivery business innovation in a fast moving and dynamic industry sector
- Professional competency in at least one technical specialization, with broad understanding of other current and emerging technologies
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
