ICT Operations Manager

REDtone Digital Berhad; Johor; On-site; MYR 120,000 - 160,000; Full time

Job summary

A technology firm in Malaysia is seeking an ICT Operations Manager to oversee the delivery of managed services. The role involves leading a team of Resident Engineers, ensuring support and service continuity while aligning with customer goals. Responsibilities include managing ICT asset operations, monitoring performance, and driving improvements. Candidates should have a Bachelor's degree and at least 7 years of experience in ICT management, along with strong leadership and problem-solving skills.

Qualifications

• 7+ years of experience in ICT support and service delivery management.

Responsibilities

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

Skills

Leadership

Communication

Stakeholder management

Problem-solving

ITIL practices

Education

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

Tools

Service management tools

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.

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.