IT Infrastructure Service Support Assistant Manager / Manager

Job Description:

The IT Infrastructure & Service Support Assistant Manager is a corporate-based role responsible for the reliability, security and operational readiness of IT infrastructure across the corporate office and hotel properties. Based at the corporate level, this role sets and enforces IT standards and provides functional direction, technical guidance and escalation support to IT staff at each hotel property, even though property IT staff report locally within their respective hotels. The position combines hands-on infrastructure administration, Tier 1 and Tier 2 service support, hotel IT design and project coordination, IT General Controls (ITGC) review support, and coordination with outsourced technology and cybersecurity service providers. The role is expected to understand how hotel technology is designed and interconnected, identify operational and control gaps, and ensure that IT services are delivered consistently across all properties in line with Corporate IT standards.

KEY RESPONSIBILITIES: 

IT Infrastructure, Architecture & Design: Maintain and support core infrastructure including servers, virtualization, storage, LAN/WAN, firewalls, switches, wireless networks, internet connectivity and related monitoring tools. Review and understand the overall IT design of corporate and hotel environments, including network topology, VLAN segmentation, server and IT room design, system dependencies, connectivity and integration requirements. Assist in identifying design weaknesses and recommend practical improvements aligned with Corporate IT standards.

Hotel IT Support & Project Coordination: Provide infrastructure support to existing hotel properties and participate in IT planning for new openings, renovations and major technology projects. Coordinate with hotel IT teams, project stakeholders, vendors and system providers to ensure infrastructure, server rooms, network services, interfaces and operational systems are correctly planned, installed, tested and ready for operation. Act as the corporate point of technical direction for property-level IT staff, ensuring consistent adherence to Corporate IT standards, policies and best practices across all properties, and support technical handover and documentation.

Service Support – Tier 1 & Tier 2: Provide Tier 1 and Tier 2 service support for corporate users and hotel IT teams. Tier 1 responsibilities include initial diagnosis and resolution of end-user, hardware, Microsoft 365, account, endpoint, printing and connectivity issues. Tier 2 responsibilities include deeper troubleshooting of Windows, network, server, Wi-Fi, VPN, access, system integration and recurring technical issues. Escalate unresolved or specialist issues to senior IT personnel, system owners or external vendors, while tracking progress through to closure and documenting known solutions.

ITGC Review, Audit & Compliance Support: Support periodic IT General Controls (ITGC) reviews and internal or external IT audits across corporate and hotel environments. Review evidence and operating practices relating to user access, privileged access, password controls, change management, backup and recovery, patching, antivirus/endpoint protection, logging, asset management and other assigned controls. Assist property IT teams in preparing audit evidence, identifying gaps, following up remediation actions and maintaining updated control documentation. The role should be able to understand control design and evaluate whether day-to-day IT practices are operating as intended.

IT Security & Vulnerability Support: Assist in implementing and maintaining essential security controls including endpoint protection, patch management, secure Wi-Fi, firewall rules, access control and network segmentation. Coordinate with outsourced cybersecurity providers on security alerts, vulnerability assessments, hardening activities and incident response. Support the tracking of remediation actions and raise security or operational risks to Corporate IT when identified.

S Hotels & Resorts Public Company Limited, A Singha Estate Company 

123 Sun towers Building B, 10th Floor, Vibhavadi-Rangsit Road, Chom Phon, Chatuchak, Bangkok 10900, Thailand +66 (0) 2058-9888 | contactus@shotelsresorts.com | www.shotelsresorts.com

Availability, Backup, BCP & DRP: Monitor system availability and infrastructure health, verify backup completion and support periodic recovery testing. Assist with the implementation, maintenance and testing of Business Continuity Plans (BCP), Disaster Recovery Plans (DRP) and technology downtime procedures to improve service resilience across supported locations.

Documentation, Asset & Vendor Management: Maintain accurate network diagrams, infrastructure records, system inventories, asset information, configuration documentation, support procedures and audit evidence. Coordinate with outsourced IT providers and technology vendors for maintenance, troubleshooting, support cases and project delivery, and ensure issues are followed through within agreed service expectations.

KEY REQUIREMENTS: 

• Bachelor’s degree in information technology, Computer Science, Computer Engineering, or a related field.
• 3–5 years of experience in IT infrastructure, network administration, system support or service support roles, ideally including exposure to multi-site or multi-property environments. • Practical experience providing Tier 1 and Tier 2 technical support, including structured troubleshooting, escalation and follow-up.
• Good understanding of IT infrastructure design, including network topology, VLANs, firewalls, switching, Wi-Fi, servers, virtualization, storage and internet connectivity.
• Proficiency in Microsoft 365, Windows Server, endpoint administration and LAN/WAN troubleshooting.
• Working knowledge of IT General Controls (ITGC), IT audit evidence and common control areas such as access management, change management, backup, patching, logging and asset management. • Familiarity with information security practices and frameworks such as CIS Controls, NIST Cybersecurity Framework or equivalent.
• Experience with backup solutions and practical understanding of BCP, DRP and recovery testing. • Ability to read and maintain technical documentation, network diagrams, asset records and operational checklists.
• Experience coordinating with outsourced IT, cybersecurity providers and technology vendors. • Relevant certifications are an advantage, such as ITIL Foundation, CompTIA Network+/Security+, Microsoft Certified: Windows Server, or equivalent vendor certifications.
• Willingness to provide after-hours / on-call support for critical incidents and to travel to hotel properties as needed for projects, openings and renovations.
• Hospitality industry experience and understanding of hotel IT environments are strongly preferred. • Good communication, documentation and coordination skills, with the ability to work with both technical teams and hotel operations, and to provide clear technical directions to property-based IT staff who do not report on this role directly.