ICT Operations Manager

REDtone; Johor; On-site; MYR 100,000 - 130,000; Full time

Job summary

A leading ICT service provider in Malaysia seeks an ICT Operations Manager to oversee service delivery and manage a team of Resident Engineers. This role requires a strong background in ICT support and service management, with at least 7 years of relevant experience. You will ensure compliance with security protocols, manage relationships with vendors, and drive continuous improvement initiatives. Applicants should have a degree in IT or a related field, excellent leadership skills, and familiarity with ITIL practices.

Qualifications

• 7+ years of experience in ICT support and service delivery management.
• Strong knowledge of backup, network, and security operations.
• Familiarity with virtualization, storage, and monitoring technologies.

Responsibilities

• Lead and manage a team of four Resident Engineers.
• Oversee end-user support, service desk operations, and ICT asset management.
• Ensure compliance with backup, restore, and disaster recovery protocols.
• Monitor and report on service delivery performance.

Skills

Leadership

Communication

Stakeholder management

Problem-solving

Education

Diploma or Bachelor’s degree in IT, Computer Science, or related field

Tools

ITIL practices

Service management tools

Monitoring tools

Backup systems

Job description

The ICT Operations Manager will oversee the delivery of ICT managed services, ensuring high-quality support, service continuity, and alignment with REDtone Customer’s operational and strategic goals. This role involves managing a team of four Resident Engineers, coordinating with vendors, and ensuring compliance with SLAs and best practices.

Duties and responsibilities

• Lead and manage a team of four Resident Engineers.
• Oversee end-user support, service desk operations, and ICT asset management.
• Ensure compliance with backup, restore, disaster recovery, and security protocols.
• Monitor and report on service delivery performance and customer satisfaction.
• Coordinate with vendors and internal stakeholders to resolve escalated issues.
• Drive continuous improvement initiatives and implement best practices.
• Ensure documentation, change management, and knowledge base are up to date.
• Provide strategic input on ICT infrastructure and service enhancements.

Qualifications and Requirements

• Diploma or Bachelor’s degree in IT, Computer Science, or related field.
• 7+ years of experience in ICT support and service delivery management.

Skills and Experience

• Strong leadership, communication, stakeholder management, and excellent problem-solving skills.
• Familiarity with ITIL practices and service management tools.
• Strong knowledge of below technologies:
  • Managing backup, network, and security operations.
  • Virtualization, storage, and network technologies.
  • Monitoring tools, backup systems, and security protocols.
  • Local and wide area networks, routers, switches, and firewalls