Job Description

Job Summary

The Senior Manager, Corporate Technology role is part of the Frasers Hospitality Corporate Technology and Systems Team based in Singapore. This role will lead and modernize our global Technology Operations function across corporate offices, hotels, and serviced apartments in EMEA, APAC, and China. In this role, you will lead global service delivery, multi-cloud platforms, perimeter security, and identity governance. You will partner closely with Regional IT teams to deliver seamless day-to-day operations and lead IT readiness for new hotel openings and brand conversions. Additionally, you will champion continuous process improvement and automation and serve as the Technology Operations Lead on the enterprise Incident Response Team (IRT) during critical outages and cybersecurity incidents. This role

Job Description

Key Responsibilities

1. Global Operations, Property Openings & Regional Collaboration

• Lead and mentor a global IT operations and ServiceDesk team hotels, and serviced apartments across EMEA, APAC, and China.
• Partner with Regional IT teams to harmonize corporate standards with regional needs, time zone coverage, and compliance mandates (GDPR, China PIPL/CSL, PDPA).
• Establish, monitor, and report on global service delivery KPIs, SLAs, and OLAs to maximize stakeholder and guest satisfaction.

1. Process Optimization & Tech Ops Innovation

• Systematically evaluate end-to-end IT workflows to eliminate bottlenecks, drive efficiency, and reduce operational costs.
• Own and champion Tech Ops innovation initiatives, introducing workflow orchestration, self-service portals, Robotic Process Automation (RPA), and AIOps.
• Cultivate an automation-first culture focused on scalable modern operations and cloud resource optimization.

1. ITSM & ServiceDesk Governance

• Govern ITIL-aligned Incident, Service Request, and Problem Management processes across corporate and property estates.
• Optimize tier-1 to tier-3 escalation paths, triage workflows, and knowledge base curation to elevate First Contact Resolution (FCR).

1. Multi-Cloud Infrastructure Operations (AWS, Azure, GCP)

• Oversee the operational reliability, hardening, and resilience of multi-cloud environments across AWS, Azure, and GCP.
• Maintain high availability, automated backup routines, disaster recovery (DR) preparedness, and business continuity for shared workloads.
• Implement structured cloud FinOps to monitor utilization, right-size workloads, and govern cloud expenditure.

1. Perimeter Security & Firewall Management (FortiGate & WatchGuard)

• Administer enterprise network perimeters, specifically Fortinet FortiGate and WatchGuard firewalls.
• Manage firmware lifecycle updates, vulnerability patching, and security configuration baselines.

1. Identity & Access Management (IAM) & Directory Governance

• Enforce robust IAM policies adhering to Role-Based Access Control (RBAC), Least Privilege, and Zero Trust architectures.
• Supervise Joiner-Mover-Leaver (JML) lifecycle workflows and Privileged Access Management (PAM) controls.

1. Cross-Functional Collaboration & Vendor Management

• Regional IT Teams: Act as the corporate conduit to standardize toolsets, support hotel openings, and align operational cadences.
• Corporate Applications Team: Optimize underlying infrastructure, database, and IAM dependencies for enterprise and hospitality systems.
• Vendors & MSPs: Manage relationships, contracts, and SLA performance across telco carriers, hardware OEMs, and service partners.

1. Incident Response & Major Incident Management (IRT Lead)

• Serve as the designated Tech Ops and Corporate Infrastructure Lead on the enterprise Incident Response Team (IRT).
• Collaborate closely with GRCS, Regional IT, and external DFIR partners to execute swift technical countermeasures across cloud and perimeter assets.
• Lead major incident war rooms, deliver executive briefings, and drive blameless Post-Incident Reviews (PIRs) and Root Cause Analyses (RCAs).

Key Qualification

Required Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
• 8+ years in IT infrastructure and technology operations, with 3–5 years in a leadership/managerial role.
• Proven track record leading Incident Response (IR) and Major Incident war rooms in distributed enterprise environments.
• Hands-on experience supporting multi-property/multi-country operations across EMEA, APAC, and China, including property openings, conversions, and regional IT collaboration.
• Demonstrated track record in process re-engineering, workflow automation (RPA/scripting), and operational modernization.
• Proven experience implementing and sustaining PCI-DSS compliance under current standards (specifically SAQ-D).

Technical Competencies

• Hospitality Operations & Openings: Solid grasp of hotel IT workflows, pre-opening critical paths, and property support across 24/7 environments.
• Multi-Cloud Administration: Hands-on operational mastery across AWS, Azure, and GCP environments.
• Perimeter Security: Direct administration of Fortinet FortiGate and WatchGuard firewalls, VPN tunnels, SD-WAN, and network segmentation.
• ITSM & ServiceDesk: In-depth knowledge of ITIL methodologies, modern ITSM platforms (ServiceNow, Jira Service Management, Freshservice), and workflow automations.
• IAM & Directory Services: Advanced working knowledge of Microsoft Entra ID (Azure AD), Active Directory, SSO/SAML, and privileged access workflows (PAM).
• Observability & Monitoring: Hands-on familiarity with enterprise monitoring, alerting, and log analysis platforms (e.g., CloudWatch, Azure Monitor, Datadog, Splunk).

Key Competencies & Soft Skills

• Cross-Functional Partnership: Strong relationship-builder adept at aligning Regional IT teams, property General Managers, and corporate stakeholders.
• Innovation Mindset: Proactive problem solver passionate about eliminating manual toil, automating workflows, and driving operational efficiency.
• Global & Cultural Dexterity: Proven leadership across diverse cultures, time zones, and regional regulatory climates (GDPR, China PIPL, PDPA).

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