IT Manager

Job description

IT Operations & Infrastructure • Act as the primary contact for servicing and maintaining hotel computer hardware and IT infrastructure. • Ensure all IT systems and equipment are installed correctly and operate efficiently. • Monitor the performance and availability of IT systems and infrastructure. • Maintain computers, laptops, printers, servers, network equipment and other IT assets. • Ensure preventive maintenance is carried out as required. • Maintain accurate IT documentation, asset registers and system records. • Regularly report IT performance, key issues and risks to the GM, Director of Finance & Business Support and Area IT Leader. • Ensure minimal disruption to hotel operations due to IT-related issues. Hotel Systems & Technology Keep up to date with all IHG-approved systems and technology, including: • LAN / WAN • Wi-Fi • Property Management System (PMS) • Point of Sale (POS) • Finance and accounting systems • HR / payroll systems • Time attendance systems • PABX / telephony • CCTV and security systems • Door locking / access control systems • IPTV and guest technology, where applicable • Meeting room / audio-visual systems • Other IHG-approved hotel applications and technology • Ensure all systems are configured and maintained in accordance with IHG standards. • Coordinate with IHG Corporate IT and Area IT teams for system implementation, upgrades and support. • Ensure all approved systems are properly maintained and updated. Hardware & Software Management • Maintain hardware and software performance to agreed standards. • Ensure operating systems and approved applications are properly installed and maintained. • Monitor software licences and renewals. • Ensure obsolete or unsupported software is identified and addressed. • Maintain an accurate inventory of hardware and software. • Evaluate technology requirements and recommend suitable solutions. • Review vendor proposals and provide recommendations to management. Network & Connectivity • Manage and maintain LAN, WAN, Wi-Fi and internet connectivity. • Ensure reliable guest and colleague Wi-Fi services. • Monitor network performance and availability. • Coordinate with internet and telecom service providers. • Troubleshoot network connectivity issues. • Ensure appropriate network security and access controls. • Maintain appropriate segregation between guest, colleague and critical hotel networks. Cybersecurity & Information Security • Safeguard the hotel's IT infrastructure against cyber threats. • Maintain IHG cybersecurity standards and controls. • Ensure antivirus, endpoint protection and security updates are maintained. • Manage user access, passwords and system permissions. • Regularly review user access and ensure access is removed promptly when colleagues leave the hotel. • Monitor suspicious activity and report security incidents. • Conduct cybersecurity awareness sessions for colleagues. • Ensure secure handling and protection of hotel, guest and colleague information. • Maintain appropriate backup and recovery procedures. PCI DSS Compliance • Ensure compliance with PCI DSS (Payment Card Industry Data Security Standards). • Maintain appropriate security controls for systems handling payment card information. • Coordinate with Finance and relevant departments on payment system security. • Ensure POS and payment-related systems are appropriately secured. • Support PCI DSS audits and compliance assessments. • Maintain required documentation and evidence of compliance. IT Helpdesk & User Support • Provide timely IT support to all hotel departments. • Troubleshoot hardware, software, network and system issues. • Prioritise issues that directly impact guests or hotel operations. • Maintain an IT issue / helpdesk tracker. • Ensure timely resolution and closure of IT incidents. • Provide guidance to colleagues on the effective use of technology. • Maintain a high level of internal customer service. Knowledge Sharing & Training • Share IT knowledge and expertise with the hotel team. • Conduct IT induction and system training for new colleagues. • Organise knowledge-sharing and awareness sessions. • Train colleagues on basic IT troubleshooting and cybersecurity practices. • Promote awareness of phishing, password security, data protection and responsible use of IT systems. • Support departmental training on PMS, POS and other hotel applications where required. Vendor Management • Coordinate with IT vendors, service providers and contractors. • Evaluate vendor proposals and provide recommendations to management. • Monitor vendor performance and service levels. • Coordinate AMC, maintenance and support contracts. • Ensure timely renewal of software licences and IT support agreements. • Ensure vendor access to hotel systems is appropriately controlled. • Maintain records of IT contracts and vendor contacts. IT Budget & Cost Control • Support the preparation and management of the annual IT budget. • Monitor IT expenditure against approved budgets. • Control hardware, software, licence and maintenance costs. • Review technology proposals from a cost-benefit perspective. • Ensure appropriate approvals are obtained before IT purchases. • Identify opportunities to improve efficiency and reduce technology costs. IT Asset Management • Maintain an updated IT asset register. • Ensure all IT assets are tagged and properly recorded. • Track allocation and movement of IT equipment. • Conduct periodic physical verification of IT assets. • Ensure proper handover and custody of IT equipment. • Coordinate disposal of obsolete IT assets in accordance with IHG policies. IT Responsibilities For the opening of Holiday Inn Express Goa Morjim , the IT Manager will additionally be responsible for: • Developing and executing IT plan. • Coordinating IT requirements with the project, engineering and hotel teams. • Coordinating installation and c