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Digital Workplace Product Lead(End-user computing)

  • IMT - Information Technology
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    03 Oct 2023
Role Introduction

Reports to: Digital Workplace Product Senior Lead

This role is responsible for understanding business needs and driving technology direction and solution delivery of digital workplace services to support BU. The role will have influence on the design of Infrastructure strategy and roadmap by researching and studying any up-to-date workplace technologies.  It will also have accountability for the operational health and orchestration of both internal teams, external service providers and product vendors to ensure fit-for-purpose Infrastructure technology solutions are designed, built and put into production.

Key Responsibilities

The Product Direction and Standards

  • Assist to define the product strategy and roadmap, including alignment to vendor support and product roadmaps, as well as to emerging employee use cases.
  • Consistently determine how to maximize business value from product.
  • Closely monitor vendor’s roadmap, release notes and feature sets.
  • Support the analysis of business processes and functional requirements of the product.
  • Work closely with digital workplace teammates, including the release coordinator, to identify the most impactful changes to implement and support for stakeholders, employees, and engineers.
  • Represent the product and communicate benefits to enterprise architecture, project portfolio, procurement, change management or similar teams..
  • Monitor, manage and report on usage and impact of the product within the digital workplace.
  • Keep abreast of the latest trends in technology, ensure timely exploration and proactively communicate IM’s position towards the introduction of relevant / key emerging technologies.
  • Collaborate with Enterprise Architects to drive technology innovation to achieve CPA’s strategic plan and business objectives, and define Infrastructure products and standards as well as non-functional requirements
  • Collaborate with Enterprise Testing team to define the quality assurance test plans that meet the company practices and standards.
  • Collaborate with APD to ensure procurement of IT equipment and Infrastructure software products are compliant with CPA technology standards.
  • Collaborate with Security team to ensure infrastructure solutions are complaint with CPA security standards. 

Solution Formulation and Delivery

  • Design and deliver best in class and fit-for-purpose infrastructure technology solutions using both internal and external resources to design, build and implement infrastructure platforms and services on time, within budget and with good quality.
  • Plan, manage and coordinate activities of infrastructure delivery to ensure that goals or objectives of business and infrastructure projects are accomplished within prescribed time frames and funding parameters using standard products wherever possible.
  • Review and manage the infrastructure demand on skilled technology resources to determine time frames and costs for accomplishing projects and negotiate staffing requirements to various project phases.
  • Ensure project-to-BAU transition is done properly during service transition of new and changed IT infrastructure services so that infrastructure support teams are equipped with required skill, knowledge and documentation to deliver high quality second and third level support.
  • Escalate risk and recommend and drive remediation plan
  • Collaborate with Service Centre Manager to ensure Service Centre agents are equipped with required skill, knowledge and document to deliver high quality first level support.
  • Manage the internal team members and external service providers and product vendors

Vendor Management    

  • Manage external service providers and product vendors ensuring their support and maintenance services are delivered according to agreed underpinning contracts
  • Manage vendors in the delivery of cost effective and timely systems development and support
  • Work with vendors continue to bring relevant technical skills and innovation in your domain to Cathay Pacific
Requirements

  • Exposure to M365/O365 suite of products with knowledge on setup, configuration and support
  • Technical degree holder with minimum of 8 years IT experience covering, but not limited to: Software development, System analysis, Business analysis, Solution definition, System Testing.
  • Client facing experience with successful relationship management is a plus
  • Proven verbal and written communication skill
  • Professional, passionate, innovative, self-motivated and able to present solutions to diverse groups of stakeholders
  • Strong analytical, problem-solving, and decision-making skills, leveraging both logic and creativity
  • Proven troubleshooting skills; ability to identify patterns and generate ideas
  • Airline or travel industry knowledge is highly beneficial
  • Solid software development skill is highly beneficial
  • In-depth knowledge of end-user computing technologies, including desktop/laptop hardware, mobile devices, operating systems (Windows, macOS, Linux), productivity suites (Microsoft O365, Google Workspace), collaboration tools (MS Teams), Microsoft AD/ Azure AD, GPOs, Windows Autopilot & Apple ABM
  • Familiar with RFP process to evaluate best in industry IT devices like PC, Laptops, Accessories etc.
  • Proven expertise in endpoint management tools like SCCM, Intune, Jamf etc.
  • Experience in managing Enterprise Managed Printing/Follow me solutions
  • Familiarity with Agile & ITIL (Information Technology Infrastructure Library) best practices.
  • Experience in implementing and managing security measures in an end-user computing environment, such as antivirus software, encryption, and access controls.
  • Excellent problem-solving and troubleshooting skills, with the ability to analyse and resolve complex technical issues

Desired Skills

  • Desktop standard operating environment – Windows 10/11 Enterprise, Macintosh
  • SCCM, Intune and Nomad solutions
  • JAMF Pro technologies – Provisioning, managing of end-to-end functionalities.
  • Microsoft Active Directory/GPO, Office365 Client Productivity Suite including OneDrive and Teams (Unified Communications)
  • Experience in MDM/MAM/EMM/UEM areas with basic knowledge on Network/Firewall
  • Exposure to Virtual Desktop Infrastructure, AZURE, IDM & IAM products
  • Experience in managing Enterprise Managed Printing solutions.
  • Proficient with ITIL and Agile framework
Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

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