BaaS Operations Lead: Reliability, SLAs & Partners

Maybank Islamic; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Maybank Islamic is seeking an experienced IT Operations & Service Management leader to oversee the BaaS helpdesk, incident lifecycle, and cross-functional workflows. You will define escalation paths, triage critical tickets, and drive post-mortems for major outages.

You will track bug fixes, manage the backlog, report health metrics to business partners, and lead vendor relationships, reviews, and renewals while ensuring SLA compliance and financial accountability.

Qualifications

• Bachelor’s degree in IT, Business Management, or related field.
• Post-graduate degree or professional certifications are an advantage.
• Experience in IT Operations, Production Support, or Service Management in banking/fintech.
• Leadership role in leading support teams and cross-functional workflows.
• Service Management: incident, problem, change management expertise.
• Financial acumen: manage budgets, track OPEX, assess SLA impact.
• Data-driven reporting: generate operational KPIs and insights.
• Negotiation & customer-centric mindset for vendor renewals and performance.

Responsibilities

• Incident & Support Management: Oversee the BaaS helpdesk and incident lifecycle, define escalation paths, triage tickets, and lead post-mortems.
• Platform Reliability: Track bug fixes, run daily stand-ups with developers, maintain the bug backlog, and validate fixes.
• Business Partner Engagement: Provide updates and health reports via daily/weekly status reports and operational reviews.
• Technology Partner Management: Manage vendor relationships, contract renewals, invoices, QBRs, and licenses.
• SLA Compliance: Monitor and enforce SLAs by auditing performance data, calculating service credits, and refining definitions.

Skills

Incident management

IT operations

Vendor management

Leadership

Data reporting

Negotiation

SLA expertise

Education

Bachelor’s degree in IT/Business

Job description

Maybank Islamic is seeking an experienced IT Operations & Service Management leader to oversee the BaaS helpdesk, incident lifecycle, and cross-functional workflows. You will define escalation paths, triage critical tickets, and drive post-mortems for major outages.

You will track bug fixes, manage the backlog, report health metrics to business partners, and lead vendor relationships, reviews, and renewals while ensuring SLA compliance and financial accountability.