Deputy Head of IT Operations

GD Express; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A logistics and distribution company located in Petaling Jaya is seeking a Deputy Head of IT Operations to support IT operational services. The role involves overseeing daily operations, managing service delivery, and driving process improvements to ensure high performance across IT support teams. Candidates should possess a Bachelor's degree in IT and have 8–10 years of IT operations experience, including leadership roles. Competitive salary and professional development opportunities available.

Qualifications

• 8–10 years of experience in IT operations, with at least 3 years in a supervisory role.
• Experience leading multi-functional IT teams.
• Hands-on experience in system support and hardware/software troubleshooting.

Responsibilities

• Oversee daily operations across multiple IT support teams.
• Monitor incident queues and ensure SLA compliance.
• Track performance metrics and conduct service review meetings.
• Implement process improvements for operational efficiency.
• Act as the point of contact for business users on IT issues.

Skills

Incident Management

Technical Support

IT Service Management (ITSM)

Team Leadership

Process Improvement

Education

Bachelor’s Degree in Information Technology

Job description

About the Role:
The Deputy Head of IT Operations supports the Head of IT Operations in managing end-to-end IT operational services to ensure high system availability, reliable user support, and operational efficiency across the organization.
This role acts as the primary operational lead, responsible for day-to-day service delivery, issue resolution, and team coordination — while also contributing to service improvement initiatives.

Key Responsibilities:
Operational Execution

Oversee daily operations across Service Desk, Application Support, and Technical Support teams.

Monitor incident queues, assign priorities, and ensure adherence to SLA and escalation standards.

Serve as escalation point for complex technical or application issues requiring coordination across teams.

Ensure accurate documentation and closure of all service tickets, preventive maintenance, and change logs.

Service Performance & Monitoring

Track performance metrics such as uptime, MTTR, and SLA compliance.

Conduct weekly service review meetings with unit leads and report key findings to Head of IT.

Implement process improvements to reduce recurring incidents and improve response efficiency.

Process & Quality Governance

Maintain IT operations SOPs and ensure compliance with IT service management (ITSM) standards.

Support IT audits, ensuring completeness of records and adherence to IT policies.

Coordinate periodic reviews of MDM, telco, and hardware asset records.

Application & System Support

Manage first- and second-level application support activities including issue triage, testing, and deployment assistance.

Coordinate with developers for escalation and follow-up on system enhancements or fixes.

Ensure user communication and issue resolution are timely and professionally handled.

Technical & Infrastructure Support

Supervise troubleshooting for end-user devices, connectivity, and hardware issues.

Oversee hardware renewals, replacements, and asset tagging activities.

Manage license renewals, telco bills, and MDM access policies.

Supervise and guide the functional unit leads, providing coaching and performance feedback.

Plan resource deployment, task rotation, and upskilling initiatives.

Foster collaboration between Service Desk, Application, and Technical Support teams to strengthen operational integration.

Stakeholder Communication

Act as point of contact for business users on IT operational issues.

Communicate incident updates, service disruptions, and remediation plans.

Consolidate feedback from branches and business units to inform continuous improvement.

Project & Transition Support

Support implementation of new IT systems or tools, ensuring operational readiness.

Participate in pilot testing, rollout coordination, and post-deployment stabilization.

Qualifications & Requirements:

Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related field.

Minimum 8–10 years of experience in IT operations, technical support, infrastructure management, or related functions, with at least 3 years in a supervisory or managerial role.

Proven experience leading multi-functional IT teams (Service Desk, Application Support, Technical/Infrastructure Support).

Strong background in incident management, SLA performance tracking, and IT service management (ITSM) processes.

Hands-on experience in system support, hardware/software troubleshooting, network basics, and user support operations.

Experience supporting enterprise-scale environments (multiple branches, distributed users, field operations) is an added advantage.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Head of Information Technology Operations?
• How many years' experience do you have as a manager / team lead?
• How much notice are you required to give your current employer?

Kuala Lumpur City Centre, Kuala Lumpur, MY