Head, IT Operation & Support

Takaful Malaysia; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading Malaysian insurance company is seeking a Head of IT Operation & Support. In this critical leadership role, you will oversee the entire IT operations team, focusing on infrastructure, support, security, and operational efficiency. The ideal candidate will have extensive experience in IT operations and leadership, ensuring robust security and compliance across all activities. This role involves strategic planning, stakeholder communication, and budget management, while implementing innovative technologies.

Qualifications

• Bachelor's or Master’s degree in Information Technology, Computer Science, or related field.
• Proven 10 years in IT operations in a large, complex organization.
• Leadership experience of 5 years in managing IT support or operations teams.
• Experience in developing and implementing IT strategies.

Responsibilities

• Lead and manage IT operations and support team.
• Oversee management of IT operation and support, including hardware, software, and security.
• Develop comprehensive IT security strategies.
• Manage vendor relationships and contractual agreements.
• Control IT operations support budget for cost-effectiveness.

Skills

Leadership and team management

Strategic planning and execution

Problem-solving

Communication

IT operations management software

Negotiation

Education

Bachelor's or Master’s degree in IT or Computer Science

Tools

IT management software

Job description

The Head of IT Operation & Support is a critical leadership role within the Technology Division, reporting directly to the Deputy Chief Technology Officer. This position is responsible for overseeing the entire run team, encompassing infrastructure, application, operation centre, support, desktop, security operations, and more. The ideal candidate will ensure high levels of system performance, security, and optimal operational efficiency. Key expectations include:

• Strategic oversight of IT operational plans, ensuring alignment with organizational goals.
• Leadership and direction to the IT operations team, fostering a culture of continuous improvement.
• Ensuring robust IT security and compliance across all operational activities.
• Management of IT operation, support services, and disaster recovery plans.
• Stakeholder management, effectively communicating IT operational achievements and challenges

Job Description

• Lead and manage the IT operations and support team (Level 1, 2 and 3 Support), promoting a high-performance culture.
• Oversee the management and maintenance of IT operation and support, including hardware, software, application, networks, and information security systems.
• Develop and implement comprehensive IT security strategies to protect organizational application, data and infrastructure.
• Coordinate with IT leaders to deliver efficient support services and ensure user satisfaction.
• Manage vendor relationships and contractual agreements for IT operations and support.
• Oversee the creation and implementation of operational policies, best practices, and procedures.
• Ensure all IT operations align with legal, regulatory, and compliance requirements.
• Facilitate continuous monitoring and improvement of IT systems and processes.
• Control the IT operations support budget, ensuring cost-effective resource allocation.
• Implement cutting-edge technologies and solutions to enhance operational efficiency.
• Report on IT operational performance, issues, and resolutions to the Deputy CTO and other stakeholders.

Qualification/Requirement

• Bachelor's or Master’s degree in Information Technology, Computer Science, or a related field.
• Proven experience (minimum 10 years) in IT operations within a large, complex organization.
• Previous leadership experience (minimum 5 years) in managing IT support or operations teams.
• Demonstrated experience in developing and implementing IT strategies and policies.
• A strong track record in project management and delivering IT solutions on time and within budget.
• Certified in IT management, governance or related discipline such as CISSP, CGEIT, PMP, Prince 2, Scrum Master, COBIT, ITIL will be advantages.
• Possesses extensive knowledge of IT infrastructure, architecture, and cloud services, with a strong understanding of IT service management frameworks such as ITIL.
• Committed to continually updating and expanding knowledge to adapt to evolving technology trends and industry changes, while keeping up-to-date with the latest IT developments, cybersecurity threats, and regulatory requirements.
• Demonstrates proficiency in data analysis and IT operational metrics, with experience in budgeting, procurement, and vendor management within IT contexts.
• Skills: Exceptional leadership and team management abilities. Strong strategic planning and execution skills. Excellent problem-solving and decision-making capabilities. Superior communication and stakeholder management skills. Proficiency in IT operations management software and tools. High-level negotiation and conflict resolution abilities