IT Specialist – Ciel Dubai Marina, Vignette Collection

IT Systems Operations and Maintenance

• Monitor and maintain hotel’s IT infrastructure, including servers, workstations, networks, and peripherals to ensure uninterrupted operations.
• Ensure the smooth operation of all critical hardware & applications.
• Implement regular system updates, patches, and security protocols to maintain system integrity.
• Align performance with an established matrix, with regular evaluations against predefined targets.

Managing New Projects and Technology Initiatives

• Plan, execute, and oversee IT projects and technology upgrades as assigned by the Cluster IT Manager and the senior leadership.
• Collaborate with relevant stakeholders to define project scope, objectives, and deliverables.
• Ensure all IT projects are completed on time, within budget, and meet quality standards.
• Evaluate and recommend innovative technology solutions to improve operations and guest experiences.
• Each IT Executive will be assigned to a cluster and will be expected to support IT operations within their cluster when a team member is on vacation.

Technical Support

• Provide prompt technical support to staff and guests, addressing issues related to hardware, software, and connectivity.
• Address and resolve IT-related incidents within predefined service levels.
• Maintain detailed documentation of support activities in line with company policies.
• Provide training and technical guidance to team members and end-users.

 Network Administration

• Manage and maintain LAN, WAN, and Wi-Fi networks to ensure uninterrupted service.
• Configure and monitor network devices to ensure optimal performance and security.
• Conduct regular security checks and audits to prevent unauthorized access and mitigate risks.
• Collaborate closely with TFG Infrastructure and Cyber Security team to identify and mitigate security vulnerabilities.

Guest IT Support

• Address guest complaints and requests related to technology services, such as Wi-Fi and in-room entertainment systems.
• Work with other departments to enhance guest satisfaction through technology-driven solutions.

 Data Security and Compliance

• Implement and enforce data security measures, including regular backups and disaster recovery processes, while complying with company IT policies, local regulations, and industry standards for data protection.

 Asset and Inventory Management

• Maintain an accurate inventory of IT assets, ensuring proper tagging and documentation.
• Assist in the procurement, installation, and configuration of IT equipment and software.

Collaboration and Communication

• Coordinate with the Cluster IT Manager, departments heads, and external vendors to align IT services with business objectives.
• Participate in IT projects and contribute to the company’s technology advancements and initiatives.

Performance Metrics

• Achievement of system uptime targets.
• Timeliness and efficiency in resolving IT issues.
• Guest and staff satisfaction scores related to IT services.
• Successful and timely completion of IT projects and technology initiatives.
• Adherence to IT budget and cost controls.
• Compliance with security and operational protocols.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 2 years of experience in an IT support or IT specialist role, preferably within the hospitality industry.
• Strong understanding of hotel systems, including PMS, POS, and booking platforms.
• Knowledge of network infrastructure, server management, and cybersecurity protocols.
• Excellent troubleshooting and problem-solving skills.
• Ability to manage multiple properties and prioritize tasks effectively.
• Certification in IT-related fields (e.g., Microsoft, Cisco, ITIL) is a plus.