Network Operations Team Lead

4 days ago

Petaling Jaya, Selangor, Malaysia Aethir Full time

We are seeking an exceptional leader to join our team as a Network Operations Center Manager. As a key member of our Service Management Centre department, you will be responsible for leading and managing a team of professionals in providing critical network infrastructure and managed cloud services support.

Your primary objective will be to ensure seamless delivery of top-tier technical support, meeting strict service-level agreements and driving continuous improvement within the team and across the organization.

To succeed in this role, you must possess a unique blend of leadership skills, technical expertise, and a customer-centric mindset. You will need to foster a culture of learning and improvement within a multi-disciplinary team and develop new policies and procedures to optimize efficiency, quality, and responsiveness.

Key responsibilities include establishing and managing a local team, overseeing task planning, scheduling, and allocation, monitoring progress on open tasks, and preparing weekly, monthly, and quarterly reports to support analysis and staffing projections.

You will also be responsible for acting as the primary incident escalation point for Aethir, leading major incidents, and coordinating internal and external communications.

Qualifications & Experience:

  • Fluency in English and Mandarin (mandatory due to coverage within the Chinese market)
  • Minimum of seven (7) years of professional experience in technology services support.
  • Proven experience in hiring and managing teams of at least five (5) professionals.
  • Demonstrated experience in mentorship programs designed for career advancement.
  • Experience working in a global organization delivering services in a 24/7/365 'follow-the-sun' model.

Technical Skills / Training:

  • Recognized leadership experience supervising teams and individuals.
  • Experience managing technical personnel and stakeholders in a corporate environment.
  • Knowledge of Global Networks/Datacenter/Cloud support functions.
  • ITIL Certification – Foundation level or above (advantageous).
  • Familiarity with ISO 27001 & 20000 Certifications (desirable).
  • Proficiency in Mandarin is required to effectively communicate with our Chinese counterparts and stakeholders.
  • Ability to influence others and move towards a shared vision or goal.
  • Committed to others' learning and development, with proven mentoring experience.
  • Strong analytical skills and a structured, logical approach.
  • Proven determination and ownership in resolving complex issues and providing leadership.
  • Degree in IT or related discipline or equivalent experience. Up-to-date professional certifications and relevant training are advantageous.

Skills and Personal Requirements:

  • Visionary leadership that connects team objectives to the goals and vision of Aethir.
  • Ability to instil a performance culture with high quality and continuous improvement focus.
  • Excellent communication skills to effectively relay information from the team to senior management and vice versa.
  • Talent for recognizing 'coachable moments' and providing fair, constructive, and accurate feedback.
  • Demonstrated success in recruiting top-tier talent and addressing performance issues.
  • Strong team player with a clear understanding of Aethir's mission and the bigger picture.

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