Keywords: Operations, 24/7, Network Services, Service Excellence, Technical Support, ITIL, Service Delivery
Our client is seeking a IT Operations Manager to join their team in Kuala Lumpur. This role offers an exciting opportunity to manage an operation team, delivering exceptional service to major clients globally and playing a pivotal role in transforming how services are delivered. The successful candidate will be part of a 24/7 service centre, supported by highly skilled technical support personnel across the globe.
* Opportunity to manage a regional team and deliver exceptional service
* Part of a 24/7 service centre with global support
* Lead a diverse operations team
What you'll do:
As a IT Operations Manager, you will be responsible for managing a multi-skilled team, both locally and remotely. Your primary goal is to achieve consistently positive service experiences for clients through competent, timely, and accurate handling of reported issues, requests, and escalations. You will be working very closely with other teams covering Technical Support, Service Delivery, as well as Client Services management, to bridge communication and work flows with other service responsible teams.
- Manage major incidents occurring anytime, leading client communications and facilitating post incident reporting.
- Act as an escalation point for critical client calls.
- Monitor and report on activities to ensure timely assignment and resolution of all client incidents.
- Manage client escalations and complaints, ensuring stakeholders are briefed on key topics.
- Assist the team in providing front line support when workloads are high or additional experience is required.
- Address customer enquiries and solicit feedback on performance.
- Manage shift coverage around staff availability and absence, ensuring optimum level of cover at all times.
- Collaborate with other team, regional Managers and Directors.
What you bring:
To succeed as a IT Operations Manager, you will bring your extensive experience from working with a global client-facing Service Desk. You have proven leadership skills from managing multi-team roles with significant team sizes. Your strong technical acumen is backed by ITIL / Network qualifcations or equivalent technical experience. You have demonstrated knowledge of various network protocols and have hands-on experience with industry-standard ticketing tools. Your ability to manage problems across a range of products and services will be crucial in this role.
- At least 10 years’ experience working with a global client-facing Service Desk or Network Operations.
- At least 4 years’ experience in a multi-team manager’s role, leading at least 5-10 members.
- ITIL Foundation or above with an excellent understanding of ITIL Incident Management Processes.
- Well rounded IT foundation, with network technical understanding.
- Working knowledge of industry-standard ticketing tools including ServiceNow, Remedy, etc.
- Proven skills in managing problems across a range of products and services.
What sets this company apart:
Our client is a global leader in providing specialised network and communication solutions across global clients. With over 40 years of expertise, they offer integrated solutions that support global users to improve their day to day operations.
What's next:
Ready to take your career to the next level with this exciting opportunity? Apply today by clicking on the link!
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C
