POSITION SUMMARY:

• Work with the Service Delivery Manager to identify and develop plans to meet required targets and increase user productivity
• Report to the Service Delivery Manager to ensure daily support of business systems can be run smoothly in Melco Resorts & Entertainment

PRIMARY RESPONSIBILITIES:

• Assist Service Delivery Manager to manage day to day operations of the IT Service operations in a multi-property Casino Hotel Resorts environment
• Addressing user complains and resolving operation issues
• Conducts training / briefing and allocation of support responsible for operation support
• Provide basic training and support to end users to ensure the system is used effectively and efficiently
• Monitor adherence of service to committed OLA
• Undertaking regular review of KPI achievement
• Analysing technical support activities and making recommendations for more efficient and effective operation procedures
• Continuously to refine and enforce quality FAQ for both IT supports and users to promote knowledge sharing and self-service
• Ensuring proper documentation, notification, escalation, tracking and follow up of all incidents / service request
• Handles IT project implementation, manage and control resources and project tasks assigned
• Develop and enforce IT service standards and procedures
• Administrate client management and productivity tools, including but not limited to Microsoft SCCM, Symantec Enterprise Protection & Airwatch MDM
• Perform quality check and verification of day-to-day batch or routine systems activities
• Perform quality check on updates to hardware and software inventory and asset tracking system
• Assist Service Delivery Manager in staff management, motivation and development

Experience

Education

• Bachelor's Degree in Information Technology or equivalent relevant qualifications

Skills / Competencies

• Possess good leadership skills and have experience in 24x7 large operations support environment
• Good conflict resolution skills
• Strong analytic skills
• Conversant in English and Cantonese/Mandarin
• Ability to present ideas in user-friendly language to non-technical personnel and end users
• Self-planning and organizing skills enabling one to multitask effectively in an interrupt-driven environment

Melco Resorts & Entertainment (NASDAQ: MLCO), a leading developer, owner and operator of casino gaming and entertainment resort facilities in Asia.  The Company currently owns and operates City of Dreams, its flagship integrated resort and home to the world’s largest water extravaganza - The House of Dancing Water; Studio City, a cinematically-themed integrated resort; Altira Macau, a Forbes 5-star luxury hotel; and the Mocha Clubs, a series of lifestyle and entertainment clubs in Macau.  In the Philippines, a subsidiary of the Company operates and manages City of Dreams Manila, an integrated resort in the Entertainment City complex in Manila.