Job Title:
Manager IT Operations
Job Description
To manage IT operations for Malaysia Sites. Required to report and communicate with business leaders and IT leaders from platform teams. Ensure SLAs are met
- Work with respective partners/ teams to ensure IT Infra uptime of 99.99% on a monthly basis.
- To monitor Ops management for IT for Tickets SLA, Local DC , WiFI , BSOD , etc. Ticket SLA (response and resolution) > 95%
- Identify and eliminate the single points of failure within the IT ecosystem.
- Ensure that all internal and external audits are “SAT”
- Ensure compliance of 100% within the IT OPS team
- Regular reinforcement and empowerment to all site leaders/ Managers to act proactively to improve availability.
- Work with IT leaders and ensure that checklists, Playbooks, Business Continuity and Disaster Recovery tests are completed as per agreed frequency.
- VOC score of > 9.0 quarter on quarter
- To design the architecture, design, reduce downtime and innovation for delivery for client.
- Meet all Contractual/ Non- Contractual/ Customer metric targets.
- Complete all go lives, ramps, new site builds etc on time and within budget with high quality execution.
- Ensure IT delivery is predictable and consistent to achieve growth and customer satisfaction.
- Ensure all Info Security tools are implemented for endpoints like Crowdstrike, Cortex etc.
- No common local admin, ensure patching, reducing vulnerabilities and regular dashboard for reporting.
- Facilitate faster Business growth - To create a model and execute for faster business growth.
- To implement the improvement and all integration projects
- Implementing redundancy Solutions 50% split per Client/LOB – when a defect/outage – operation in degradation mode.
- Client Playbook delivered and up to date for each deliverable.
- IS-IT & InfoSec Management Best Practice – Change Management, RCA on-time, Incidents closure, Projects Monitoring and status, Systems & Solution Architecture Road Map up to date, Contracts & vendors management.
- Support global cost optimization initiative and contribute actively.
- Ensure focus on all critical cost metrics across all delivery and shared services functions.
- Improve Productivity and capacity utilization to optimize cost to drive profits.
- To create the budget for the Financial Year and tracking to meet or save compared to Budget.
- Contribute actively to cost reduction of spending.
- Ensure active participation in projects. Implement new technologies, Automation, digital, for IT to provide better efficiency for internal operations as well as for client.
- Constantly look towards adding value to customer business through Automation, RPA, Innovation etc
Location:
MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10
Language Requirements:
English (Required), Malay (Required)
Time Type:
Full time2024-10-28
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