Assistant IT Manager

Job Purpose

To support the IT Manager in managing, maintaining, and enhancing hotel applications with a focus on Opera Cloud, Simphony Cloud, OHIP integrations and other core hospitality systems. The role ensures operational continuity, application support, and smooth execution of digital transformation initiatives across multiple hotel locations.

Key Responsibilities

1) Application Support & Maintenance

• Provide 2nd level support for Opera Cloud, Symphony Cloud and integrated hospitality systems.
• Monitor system performance, troubleshoot issues, and escalate to vendors when necessary.
• Ensure timely resolution of application-related incidents and requests.

2) System Administration & Configuration

• Assist in user account creation, role assignment, and access rights management for Opera Cloud and other systems.
• Maintain configuration and setup documents for hotel applications.
• Coordinate with property teams to implement approved system changes.

3) Project Support

• Assist in rollout and migration projects.
• Support data migration, testing, and user training activities.
• Document project deliverables and lessons learned.

4) Integration & Reporting

• Support OHIP-based integrations with third-party applications.
• Consolidate application data into central reporting platforms.
• Develop and maintain reports and dashboards for operational teams.

5) Documentation & SOPs

• Maintain updated Standard Operating Procedures (SOPs) for application-related processes.
• Prepare technical documentation and knowledge base for end users and IT team.

6) Compliance & Security

• Ensure user access management follows company security standards.
• Participate in periodic access reviews and audit preparation.
• Safeguard application configurations and backups.

Skills & Qualifications

1. Bachelor's degree in computer science, Information Technology, or related field.
2. Minimum 23 years of experience in IT application support within the hospitality industry.
3. Knowledge of Opera Cloud PMS, Simphony Cloud POS, and OHIP integration.
4. Familiarity with hotel technology platforms (Hudini, distribution systems, reporting tools).
5. Strong SQL, reporting, and troubleshooting skills.
6. Good understanding of IT security and access management.
7. Excellent communication, documentation, and training skills.

Competencies

• Strong analytical and problem-solving mindset.
• Team player with ability to support multi-property operations.
• Adaptability to new technologies and digital transformation initiatives.
• Customer-focused approach with attention to detail.