Job Information
LEGOLAND Infrastructure Operations Technician in Wanchai, Hong Kong
What you'll bring to the team
Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Infrastructure Operations Technician is responsible for supporting the day-to-day operations of our IT infrastructure. This role is critical in ensuring the reliability, performance, and security of our systems and services. The role will work closely with the Infrastructure Operations Manager and other technical teams across a global environment to maintain critical server infrastructure within an ITIL-aligned framework. A strong focus on operational excellence is essential, ensuring that services are delivered consistently, efficiently, and to the highest standards.
KEY ACCOUNTABILITIES
Incident Management
Monitor and maintain servers, storage systems, and virtual environments to ensure optimal performance and uptime.
Respond to incidents, service requests, and alerts in a professional manner and within defined SLAs.
Perform routine maintenance tasks, including patching, backups, and system updates.
Assist in the deployment and configuration of infrastructure components (e.g., virtual machines).
Support disaster recovery and business continuity planning and testing.
Maintain accurate documentation of systems, procedures, and configurations.
Collaborate with global IT teams to support projects and resolve technical issues.
Escalate complex issues to senior engineers, vendors, or managed service providers as needed.
Participate in major incident management, contributing to rapid resolution and post-incident review.
Ensure all activities are carried out in accordance with ITIL processes and contribute to continuous service improvement.
Champion operational excellence by adhering to best practices, identifying areas for improvement, and driving consistency in service delivery.
Stakeholder management
Share critical infrastructure details, system statuses, and incident reports with both technical and non-technical teams, translating complex issues into actionable insights for stakeholders at all levels.
Proactively engage with a diverse range of stakeholders, including internal teams, external managed service providers, and senior business leaders.
Adapt communication style and technical detail to suit the audience, ensuring alignment and understanding across all stakeholder groups.
Work closely with senior engineers, vendors, and managed service providers, escalating complex or high-impact issues as needed to ensure rapid resolution and maintain service continuity.
Compliance and Governance
Ensure compliance with organisational information security standards and data governance requirements in all aspects of infrastructure operations.
Uphold organisational standards for information security and data governance, ensuring that all shared information complies with relevant policies and regulations
Qualifications & Experience
Experience and Qualifications
Minimum 3 years’ experience in infrastructure or systems support within a global enterprise environment, demonstrating the ability to manage complex technical information and engage with stakeholders at multiple organisational levels.
Strong understanding of server administration (Windows) and virtualisation technologies.
Familiarity with monitoring tools, ticketing systems, and ITIL processes.
Experience with cloud platforms (e.g., Azure, AWS) is desirable.
Excellent troubleshooting and problem-solving skills.
Strong communication and documentation abilities.
Relevant certifications (e.g., CompTIA, Microsoft, ITIL) are a plus.
Skills and Competencies
Reliable and self-motivated with a strong sense of ownership.
Committed to delivering operational excellence and continuous improvement.
Able to work effectively under pressure and manage multiple priorities.
A team player with a customer-focused mindset.
Comfortable working in a globally distributed team environment.
Strong awareness of and commitment to information security and data protection principles.
Benefits
Complimentary and unlimited access to Merlin attractions for you and loved ones
Global ticket allowances for Merlin destinations
Discounts on Merlin hotels, retail, and experiences
Employee Assistance Program
Paid annual and anniversary leave
Comprehensive health and dental coverage
Family medical coverage after one year of service
Pay Range
Competitive
Submit a Referral (https://careers-hk-merlinentertainments.icims.com/jobs/9445/infrastructure-operations-technician/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834381883)
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.
Location Name Hong Kong Regional Office
Job Locations HK-Wanchai
Job ID 2025-9445
Employment Type Assorted
Offer/Contract Type No End Date
Location (City-State-Country) HK-Wanchai