IT Ops Center, Asst. Manager / Manager

Executive recruitment company Monroe Consulting Group Malaysia's Technology Division is partnering with a new venture that is authorized as the sole provider of a respective Google technology in Malaysia. Our esteemed client is seeking an experienced professional to be their IT Ops Center, Assistant Manager / Manager.

The winning candidate will be responsible for L1 and L2 technical support within a 24/7 secure and air-gapped sovereign cloud environment.

Key Responsibilities

• Support the Head of Operations Support in managing and leading a team of L1 and L2 engineers.
• Mentor, train, and develop the support team to ensure operational excellence.
• Coordinate shift rotations to maintain 24/7 service coverage.
• Monitor team performance, provide feedback, and conduct performance reviews.
• Foster a collaborative and security-conscious work culture within the air-gapped environment.

Operations & Service Management

• Oversee daily IT operations of the L1 and L2 support teams.
• Ensure timely incident resolution and adherence to SOPs and security protocols.
• Track KPIs (e.g., incident resolution time, SLA compliance, customer satisfaction).
• Identify and implement process improvements and automation opportunities.
• Collaborate with engineering and development teams for issue escalation and resolution.

Incident Management & Resolution

• Lead incident response efforts, ensuring swift identification, containment, and resolution.
• Manage the incident escalation process and work closely with senior engineers.
• Conduct post-incident analysis to drive continuous service improvement.
• Ensure all incidents and resolutions are properly documented.

Customer Service & Communication

• Maintain high customer satisfaction through prompt and professional support.
• Communicate technical information effectively to both technical and non-technical users.
• Provide status updates on service disruptions and scheduled maintenance.
• Build and maintain strong stakeholder relationships within the secure environment.

Technical Expertise & Compliance

• Stay up to date with industry best practices and emerging technologies in IT operations.
• Ensure compliance with ITIL best practices, security protocols, and regulatory requirements.
• Provide technical guidance to support engineers and assist in complex troubleshooting.
• Maintain and enhance documentation and knowledge base articles.

Key Requirements

• Bachelor's degree in Computer Science, IT, or a related field.
• 3+ years of experience in IT support or operations, including L1 & L2 management.
• Strong understanding of ITIL or IT Service Management (ITSM) frameworks.
• Experience working in secure, air-gapped, or highly regulated IT environments.
• Proficiency with incident tracking systems (e.g., ServiceNow, Jira Service Desk).
• Solid knowledge of Linux, Windows, and networking fundamentals.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• ITIL certification (or equivalent in ITSM).
• Experience with monitoring tools such as Prometheus, Grafana, or Nagios.
• Knowledge of Kubernetes, cloud environments, and DevOps methodologies.
• Scripting experience (e.g., Python, Bash) for automation.
• Background in security best practices and compliance within air-gapped environments.