JOB PURPOSE:

To lead and manage end-to-end IT operations in a large-scale, event-driven hospitality environment. Responsible for ensuring high IT system uptime, availability, and efficient service delivery across centre operations to support seamless guest experiences, day-to-day IT operations, managing internal teams and vendors, driving IT service lifecycle management, ITIL-based service delivery, audits, and compliance, while leading incident management, root cause analysis, and continuous improvement initiatives.

JOB ACCOUNTABILITIES:

Event & Guest Technology Support:

- Deliver end-to-end IT support for large-scale events, exhibitions, and conferences.

- Ensure seamless Wi-Fi, AV integration, and digital service delivery.

- Manage guest expectations and enhance overall digital experience.

IT Operations & Infrastructure:

- Oversee LAN/Wi-Fi and enterprise connectivity across venues and facilities.

- Ensure high availability, uptime, and disaster recovery readiness.

- Provide robust IT support for VIP users and large-scale events.

- Enterprises Security & Compliance.

Service Delivery & Incident Management:

- Lead incident, escalation, and problem management processes.

- Ensure SLA adherence and minimize downtime.

- Implement and govern ITIL-based service delivery frameworks.

Project & Pre-Opening Management:

- Lead IT initiatives for pre-opening projects and infrastructure setup.

- Execute application and infrastructure migrations.

- Drive innovation aligned with business and market requirements.

Vendor & Financial Management:

- Manage OEMs, vendors, and service partners.

- Oversee CAPEX and OPEX planning, budgeting, and optimization.

- Drive cost efficiency and vendor performance accountability.

Leadership & Team Management:

- Lead and manage multi-location IT teams with 24x7 support coverage.

- Build and mentor high-performing teams.

- Collaborate with business stakeholders to ensure seamless operations.

SKILLS/ COMPETENCIES REQUIRED:

- Experience in Hotels system and environment.

- Experience in setting up and leading IT Operations for mid to large size events in hospitality.

- Experienced in Technology & Processes integrations on large Enterprises.

- Exposure to Industry Standard Tools & Technology used in Service Delivery Programs.

- Exposure in Convention Centre, Retail, Performing art and hospitality domain.

- Experience in managing Guest services with respect to IT requirements.

- Experience in leading team with diverse skillsets.

- Excellent listening and interpersonal skills.

- Strong customer-service orientation.

- Ability to communicate ideas in both technical and user-friendly language.

- Highly self-motivated and directed.

- Support VIP users and APEX.

QUALIFICATIONS:

- Bachelor/ Masters degree in Information Technology, Computer Science or related field.

EXPERIENCE:

- 12+ years of relevant experience.

- Candidate with a hotel industry background will be preferred.