The Estee Lauder Companies Retail Infrastructure Lead, Asia Pacific IT in Hong Kong, Hong Kong

Retail Infrastructure Lead, Asia Pacific IT

Brand: Estée Lauder Companies Corporate Departments



Responsible for the complete Retail Store network environment for more than 800 stores, with potential for future store growth and international expansion. Leading a team of network analysts, manage and deliver exceptional service to these retail units. Provide creative thought leadership to internal business partners with enhanced store of the future technology projects reliant upon consistent and redundant network architecture. This role has direct responsibility for the new store opening IT process, including a team of New Store System Analysts and the low-voltage vendor supporting new store activities-site surveys, cabling, equipment installation, testing and hyper-care support post Go-Live.

Critical to the success of this role is the oversight and management of the external network managed service vendor. Responsible to continually reevaluate the existing contract and service agreements. Routinely ensure all vendor processes/protocols are established/maintained/followed and all SLAs are met. If they are not met, identify why and hold vendor accountable until resolved, possibly leveraging contractual agreements to seek payment remittance. Confirm appropriate escalation of critical issues is executed with urgency and accuracy. Closely partner with internal support resources and 3rd party support teams for issues that may require multiple disciplines be engaged for issue resolution. Ability to manage these types of tasks in a PM lifecycle approach is ideal. Driving a roadmap of success in which the vendor and internal stakeholders can clearly see planned maintenance, enhancements, defect triage/resolution, project deliverables and strategic direction set for the network environment.


o Drive strategic initiatives with Director, VP and internal business partners for improved future state network architecture design and enhanced features/roadmaps gathered from internal business partners.

o Improve and increase internet speeds within the fleet of 800 stores.

o Proactively manage bandwidth growth of increasing network data requirements.

o Improve operational intelligence by developing accurate dashboards with tools such as SPLUNK and VEEAM. Create relevant metrics and reports for output to various levels of the organization. Present findings on a set frequency to senior leadership audience.

o Optimize Store Wi-Fi capabilities while congruently ensuring Wi-Fi usage never impacts PoS core critical operations. Strategically analyze and optimize the location and performance of access points in stores.

o Provide network support strategy for all aspects of Retail Store Network which includes but not limited to: store network router, switch, cabling, wireless infrastructure, telecommunications, data communications and management of new store network/telecommunications implementation. Maintain Tier 3 24x7x365 on call support of network analysts to support store support help desk agents.

o Manage Networking Systems technical problems, quickly identifying, addressing and resolving issues.

o Partner with Retail Store Systems support teams and vendors to improve incident management and escalations processes.

o Manage new store opening technical processes, partnering closely with Facilities, Construction, Store Operations and Store Systems to improve procedures and vendor accountability.

o Optimize vendor relationships to address process gaps in new store openings with hardware staging, construction calendar of events, cabling, PoS installation and testing.

o Develop a set of relevant metrics to measure success of new store openings. Present findings on a set frequency to senior leadership.

o Maintain strong communications and foster confident and trustful working relationship with Store Systems, Store Support, Store Operations, Enterprise Architects, Engineering Services, Security, Facilities, Construction/Store Design, the PMO and other internal/external partners.

o Manage scheduling, staffing and evaluation of individuals within his/her team. Direct project activities of the Network and New Store teams, insuring adherence to established PLC methodology.

o Recruits and selects for employment high quality Network and System Analyst personnel.

o Provides valuable project management for all operational and project related workloads according to PLC guidelines.

o Audits and evaluates the performance of his/her functional areas of responsibility in the organization and takes or recommends whatever action is necessary to insure that objectives and goals are achieved efficiently.

o Manages a small team of direct reports

o Function as back up or hands-on assistance during any high volume time periods that occur frequently throughout the Retail calendar year (Easter/Holy Week, Back to School, Tax Free, Labor Day, Black Friday and December Holiday)

o Availability to periodically work nights, weekends or holidays as support issues and business needs demand.

o Work in close coordination with Engineering, Store Operations, Facilities, Construction, Help Desk, Store Support, Store Systems, Network teams on both project and operational tasks

o Understands and supports the Company’s goals and objectives, and makes certain that his/her actions and decisions are consistent with them.

o Keeps his/her superior informed of all matters of importance and particularly those instances where deviations from planned results are likely to occur.

o Performs other responsibilities and duties as assigned by his/her superior.


  • Bachelor Degree or 12 years of IT experience, with 5 -7 years managing networks and network providers in a corporate environment supporting 1000 users.

  • Retail IT experience highly preferred.

  • Prior experience with MSP vendor relationship. Preferably responsible for the relationship and driving strategic initiatives/roadmap.

  • Minimum 5-7 years of experience managing network service agreements for a minimum of 10 locations.

  • Minimum 5 years of experience leading and mentoring direct reports. Prior responsibility leading highly effective teams and organizational structures, developing strong team succession plans and delivering crucial employee conversations.

  • Superior customer service and interpersonal skills a must.

  • Understands DR planning and execution, maintaining an active DR plan for Retail Networking Systems and technical new store processes.

  • Experience with Wide Area Network/Local Area Network/Wireless Network design/SD WAN operability and best practices for a distributed retail network operation.

  • Experience with Managed Service providers in relation to Provider metrics, understanding contractual agreements, technology trends and day to day Provider operational expectations.

  • Understands fast paced dynamic Retail IT technology advancements and possesses skills to shift priorities accordingly and meet shifting deadlines.

  • Can develop and maintain MS Project plans

Job: Information Technology / GIS

Primary Location: Asia Pacific-CN-Hong Kong

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Travel: Yes, 25 % of the Time

Job Number: 184289