Banking-as-a-Service Operations Lead

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

• Incident & Support Management: Oversee the BaaS helpdesk and the end-to-end incident management lifecycle, including defining escalation paths, triaging critical system tickets, and leading post-mortem reviews for major outages.
• Platform Reliability: Track the progress of technical bug fixes, facilitate daily stand-ups with developers, maintain the bug backlog, and validate fixes before closure.
• Business Partner Engagement: Provide consistent operational updates and health reports to BaaS business partners by drafting daily/weekly status reports, leading operational review meetings, and managing partner expectations.
• Technology Partner Management: Manage technology vendor relationships, including contracts, renewals, and financial tracking, reviewing invoices, leading QBRs, and managing licenses and other vendor commitments.
• SLA Compliance: Monitor and enforce Service Level Agreements (SLAs) with all technology partners by auditing vendor performance data, calculating “service credits” for breaches, and refining SLA definitions.

Requirements:

• Bachelor’s degree in Information Technology, Business Management, or a related field. Post-graduate degree and/or relevant profession-certifications are an advantage.
• Experienced in IT Operations, Production Support, or Service Management within the banking or fintech sector.
• Leadership role in leading support teams and managing cross-functional technical workflows.
• Service Management Excellence: Expert knowledge of incident, problem, and change management frameworks.
• Financial Acumen: Ability to manage operational budgets, track OPEX, and analyse the financial impact of SLA breaches.
• Data-Driven Reporting: Experienced in using application tools to generate and manage operational KPIs
• Negotiation & Customer-Centric Mindset: Strong skills in managing vendor performance and negotiating contract renewals while maintaining a focus on the “Business Partner” perspective to ensure mutual satisfaction.