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Hong Kong Exchanges and Clearing Limited (HKEX) · 2 months ago

Workplace Technology L2 Operation Manager - Assistant Vice President - Workplace Technology – IT

HK-TWO ES 7/F

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Hong Kong Exchanges and Clearing Limited (HKEX) is a leading company in Asia's capital markets. The Workplace Technology L2 Operation Manager is responsible for managing workplace technology services at Level 2 support, ensuring effective delivery, maintenance, and optimization of technology solutions to enhance employee productivity and collaboration.

FinanceFinancial ServicesStock Exchanges

Responsibilities

Lead and coordinate L2 support teams to ensure timely and effective resolution of incidents related to workplace technologies. This includes addressing escalated issues that originate from L1 support

Monitor, analyze, and resolve recurring issues; drive root cause analysis and implement corrective actions to minimize service disruptions

Act as the primary point of contact for L1 support teams for technical escalations, working closely with L3 engineers and external vendors when necessary

Oversee and guide L2 support teams in efficiently handling requests concerning workplace technologies

Ensure that all service requests are addressed promptly and effectively to maintain optimal employee productivity and workplace experience

Track and report on key L2 Operations service metrics (e.g., SLA compliance, ticket volumes, resolution times), presenting regular updates to technology leadership

Provide training and up-to-date technical documentation for L1 teams

Conduct knowledge transfer sessions and regularly update materials to reflect changes in workplace technologies and processes

Act as the owner of the end user asset management governance and process

Oversee the lifecycle of workplace technology assets, including procurement, deployment, tracking, maintenance, and decommissioning

Ensure accurate record-keeping, compliance with asset policies, and efficient utilization of resources to support organizational objectives

Responsible for project delivery services for Workplace Technology

Coordinate cross-functional teams to ensure projects are completed on time, within scope, and on budget

Oversee the planning, execution, and successful implementation of workplace technology initiatives to support organizational objectives

Identify operational inefficiencies and recommend enhancements to support processes, tools, and documentation to improve service delivery and customer satisfaction

Mentor, coach, and develop L2 support staff; manage scheduling, training, and resource allocation to meet operational needs

Work closely with workplace experience teams, IT infrastructure, security, and business units to align technology services with organizational goals

Ensure the creation and maintenance of up-to-date technical documentation, knowledge articles, and troubleshooting guides for L2 Operations

Ensure L2 operations adhere to company policies, data protection standards, and security protocols

Qualification

IT support managementWorkplace technologiesITIL practicesMicrosoft certificationsCisco certificationsCustomer service orientationTeam managementCommunication skillsProblem-solving

Required

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience)

8+ years in IT support or operations, with at least 3 years in management or team lead role; experience supporting workplace technologies (e.g., Windows/Mac/Mobile endpoints, M365 collaboration platforms, Remote Access, printing solution, Video Conference & AV)

Strong troubleshooting and analytical abilities; proficiency in ticketing systems, remote support tools, and ITIL practices

Excellent team management, interpersonal, and communication skills; ability to influence and collaborate across departments

ITIL Foundation or higher, Microsoft, Cisco, or other relevant technical certifications preferred