Operation Manager

2 weeks ago


Kuala Lumpur, Malaysia CLL Systems Full time

**JOB DESCRIPTIONS**:

- Regularly monitor, review, and analyze operational and performance based metrics to determine/recommend opportunities for improvement and/or training initiatives
- Ensure Shift Leads (Day, Swing, and Mid shifts) are apprised of the service level performance (metrics), planned/unplanned outages, ongoing Engineering initiatives, and internal/external communications
- Monitor performance of all Shift Leads to ensure their shifts are meeting/exceeding all operational and performance metrics, following documented SOPs, and providing regular reports (as requested or directed) in a timely manner
- Ensure all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps takes, and follow up with customers (as necessary)
- Ensure all incidents and service requests are promptly escalated across Tiered support per SOPs
- Ensure all support personnel Service Desk and Systems provide prompt and professional service to customers and provide guidance to support staff as required
- Maintain enterprise awareness of system maintenance and outages, world events that could impact IT operations
- Communicate all planned/unplanned service outages to management, Engineering Leads, and Senior Watch Officers supporting the IT Operations Center
- Frequently communicate with Engineering Lead on upcoming projects, system maintenance activities, and unplanned events to ensure Service Desk and Systems staff are prepared to support the Department
- Frequently communicate with the Communications and Training Lead on providing targeted training opportunities based on the overall performance of the Service Desk and System Personnel

**Qualifications**:

- Assess the skills and experience possessed by staff assigned to the unit.
- Ensure all staff is aware of performance expectations regarding their work performance.
- Develop and implement a personal development plan with each individual, which is reviewed and updated at regular intervals throughout the year.
- Provide formal performance assessments throughout the year.
- Based on performance, make effective recommendations regarding merit increases, promotional opportunities and rotations for staff in unit.
- Ensure that staff members follow required administrative procedures and codes of conduct.

**Requirement**:

- Bachelor's degree in information technology, computer science, or a related field is typically required.
- Relevant certifications such as ITIL Foundation, or IT service management certifications can be beneficial.
- Experience in managing service desk operations, preferably in a supervisory or managerial role, is essential.
- Includes overseeing incident and request management, handling escalations, and ensuring timely and effective customer support.
- Familiarity with ITIL processes and IT service management principles is valuable.

**Job Type**: Contract
Contract length: 12 months

**Salary**: RM5,500.00 - RM6,500.00 per month

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Pengerang: Reliably commute or planning to relocate before starting work (required)



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