Head IT Client Service

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Mindmap Technologies Full time 200,000 - 250,000 per year

The Head of IT Client Service will oversee the development and execution of strategies for IT Network, User Endpoint & Devices, and Database operations. This role aligns IT services with Group IT strategic plans to meet business needs, ensuring operational excellence and minimizing IT risks. It requires a deep understanding of technology, stakeholder relationship management, and a strong focus on security, business continuity, and operational excellence.

Looking for candidate from banking or finance domain.

Responsibilities of the Candidate:

  • Leading network infrastructure, User Endpoint & Devices and Database build engineers, identifying opportunities for improvement, and continuously enhancing the infrastructure build and engineering services.
  • Leading, developing, and mentoring the team to achieve high performance team, adhering to organizational SLA and KPI requirements.
  • Collaborating with infrastructure dependency teams (networks, storage, cabling, hardware suppliers, server ops) to ensure project demands are captured and prioritized.
  • Configuring hardware and software for end users, creating best-practice documentation and protocols, and disseminating them to the team.
  • Lead resource for handling escalations of network infrastructure, User Endpoint & Devices and Database demands from projects, delegating appropriately, and ensuring proper follow-up and resolution

Requirements:

  • Minimum of 8 years of strong leadership and management skills, with a focus on career advancement and development for direct reports.
  • In-depth understanding of commonly used concepts, practices, and procedures within banking infrastructure and ITIL processes.
  • Deep understanding of networking protocols (TCP/IP, routing, switching), scripting languages (Python, Bash) and automation tools, security best practices, and compliance standards.
  • Solid knowledge in AWS/Azure/Google networks (NATGW, IGW, VGW, TGW, CloudWAN, VPC peering and etc)
  • Strong background in adhering to SLA requirements and mentoring others to achieve SLA goals within a helpdesk environment.

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