Assistant Service Operations Manager

2 days ago

Level The Gardens North Tower Mid Valley City Lingkaran Syed Putra Kuala Lumpur Malaysia Master Concept Full time $60,000 - $120,000 per year

Responsibilities:

As an IT Operation Manager and direct report to HK Headquarters, your typical day might include the following: 

  • Act as the primary point of contact for escalated customer reported issues, ensuring prompt investigation and resolution while maintaining a high level of professionalism and customer satisfaction
  • Supervise the IT operations engineers, offering guidance and support to ensure the team operates smoothly 
  • Develop and ensure roster reflects the necessary skills and qualifications of the staff members assigned
  • Share the roster with all team members well in advance. Provide clear information about their assigned shifts, any changes, and the process for requesting swaps or adjustment
  • Oversee and prioritize daily IT tasks, ensuring timely issue resolution and efficient service delivery to customers 
  • Manage the Service Desk Ticketing System and provide regular reports for management review and provide suggestions for improvement
  • Ensure all requests and incidents are logged, escalated, tracked, and resolved according to established SLAs 
  • Provide prompt responses and clear communication to customers
  • Develop, enhance, and maintain standard operating procedures, ensuring compliance with documentation practices 
  • Establish and manage a 24x7 Tier 1 and 2 Service Desk Team 


Requirements:

  • Seeking candidates proficient in Cantonese, Mandarin and English to effectively communicate with multinational clients
  • Higher Diploma/Degree Holder in Computer Science, Information Systems or related disciplines
  • Proven experience in IT support roles, with a minimum of 3-5 years in a Service Desk or help desk environment
  • Experience in Java, Java Script, Open JDK, and .NET programming
  • Experience in cloud services and cybersecurity services is preferred 
  • Experience in a supervisory or leadership role is preferred
  • Experience with IT service management (ITSM) frameworks and familiar with service desk ticketing systems
  • Strong understanding of ITIL framework and best practices 
  • Passed ITIL v3/v4 Foundation examination
  • Knowledge of ITIL-based service management processes including incident, problem and change management and ISO20000 best practices is preferable.
  • Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and meet deadlines.
  • Strong problem-solving and decision-making abilities, with a focus on providing excellent customer service and user satisfaction.
  • Effective communication and interpersonal skills, with the ability to interact with technical and non-technical stakeholders at all levels of an organization.

Other Requirements: 

  • Willing to work in a competent, challenging and team-working environment
  • Willing to learn new technology
  • Work closely with Managed Service Provider Team which provides professional IT support and maintenance services, cloud services, cybersecurity services and system capacity planning for enterprise and government departments
  • Proficiency in Cantonese, English, and Mandarin 

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