Deputy Head of IT Operations

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

Job summary

A logistics service provider is seeking a Deputy Head of IT Operations responsible for managing IT operational services, ensuring high system availability, and leading multi-functional IT teams. The role includes overseeing daily operations, incident management, and process improvements. The ideal candidate has 8-10 years of IT operations experience, a Bachelor's degree in IT, and proven leadership in IT service management. This position is based in Selangor, Malaysia.

Qualifications

• Minimum 8–10 years of experience in IT operations.
• At least 3 years in a supervisory or managerial role.
• Proven experience leading multi-functional IT teams.

Responsibilities

• Oversee daily operations across Service Desk and Application Support.
• Monitor incident queues, assign priorities, and ensure adherence to SLA.
• Implement process improvements to reduce recurring incidents.

Skills

IT operations management

Incident management

Technical support

Team leadership

Service Desk operations

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.