Technical Services Manager - IT Infrastructure & Operations

Responsibilities

• Responsible for ensuring the stability, reliability, and efficiency of the organization’s IT infrastructure services
• Bridge the gap between technical operations and business requirements, focusing on high-quality service delivery, rigorous incident management, and strict adherence to audit and compliance standards
• Oversee the IT infrastructure budget and provide critical technical leadership for infrastructure-related projects
• Oversee the end-to-end delivery of infrastructure services (Network, Cloud, Data Center, End-user Computing) to meet or exceed Service Level Agreements (SLAs).
• Manage relationships with third-party vendors and managed service providers (MSPs), ensuring performance meets contractual obligations.
• Monitor system health and performance metrics to proactively identify areas for optimization or capacity expansion.
• Act as the primary point of escalation for infrastructure-related service issues.
• Lead the response to major incidents (P1/P2), coordinating technical teams to ensure rapid restoration of services.
• Facilitate Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to prevent recurrence of critical issues.
• Maintain an accurate incident logging system and provide regular reporting on trends, response times, and resolution rates to senior leadership.
• Serve as the primary point of contact for internal and external IT audits.
• Track and manage the remediation of audit findings, ensuring all security vulnerabilities and compliance gaps are closed within agreed timelines.
• Ensure all infrastructure processes align with corporate policies, ISO standards, or industry-specific regulations (e.g., SOX, GDPR, HIPAA).
• Maintain comprehensive documentation of infrastructure configurations and operational procedures.
• Manage the Infrastructure OPEX and CAPEX budgets, ensuring expenditures align with the annual financial plan.
• Identify opportunities for cost optimization, particularly in cloud consumption (FinOps) and software licensing.
• Review and approve vendor invoices and assist in the negotiation of hardware/software maintenance contracts.
• Provide regular financial forecasting and reporting on IT infrastructure spend.
• Provide technical consultancy and resource planning for enterprise-wide infrastructure projects (e.g., Cloud migrations, hardware refreshes, security hardening).
• Ensure that new projects are seamlessly transitioned from "Project" to "Operations" (Service Transition), including updated documentation and monitoring.
• Collaborate with Project Managers to ensure infrastructure requirements are met on time and within budget

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 7+ years of experience in IT Infrastructure, with at least 3 years in a management or lead role.
• Technical Background: Strong foundational knowledge of Cloud platforms (AWS/Azure), Networking (Cisco/Palo Alto), Virtualization (VMware), and Operating Systems (Windows/Linux).
• Certifications (Preferred):
• ITIL Foundation or Intermediate (highly preferred).
• Project Management Professional (PMP).
• Certified Information Systems Auditor (CISA) or similar security/audit certifications.
• Good command of both spoken and written English and Chinese, fluent in Putonghua is preferable