IT Operation Support Centre Manager

Trust Recruit; Selangor; On-site; MYR 167,000 - 290,000; Full time

Job summary

Jora Malaysia is seeking an IT Operation Support Centre Manager to lead the 24/7 NOC/SOC environment with a sharp focus on process, workflows, and SLAs. You will drive shift design, SOP enforcement, and resource allocation to achieve seamless coverage.

As the Process Leader, you will optimize ITSM, triage playbooks, and champion automation to reduce manual ticket volumes while coordinating cross-functional responses during major incidents.

Qualifications

• Bachelor’s degree in IT/Software/ICT or equivalent required.
• 3–5 years in IT Operations, NOC/SOC, or MSP environment.
• 2+ years in shift-lead or operational management roles.
• Excellent English and Bahasa Malaysia communication skills.
• Strong leadership and crisis management abilities.

Responsibilities

• Design, implement and maintain 24/7 shift roster for NOC L1 and SOC L1/L2.
• Own ITSM/ticketing workflows and optimize triage processes.
• Act as Incident Commander during P1/S1 outages and coordinate cross-team response.
• Monitor SLAs, perform ticket audits and generate operational reports.
• Coordinate handovers for new deployments and ensure readiness of monitoring tools.

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are seeking a highly organized, process-driven IT Operation Support Centre Manager to serve as the operational commander of our 24/7 monitoring environment. In this role, you will act as the “Process Leader,” ensuring that our Network Operations Center (NOC) and Security Operations Center (SOC) teams process alerts, handle tickets, and resolve incidents with maximum efficiency.

Note on Role Focus: This position is focused purely on process, system workflow, SLA achievement, and major incident command. Technical engineering is handled entirely by our Tech Leads, allowing you to focus 100% on operational excellence and team management.

Shift Design: Design, implement, and maintain the 24/7 shift rotation for all NOC L1 and SOC L1/L2 personnel to ensure seamless, continuous coverage.

SOP Enforcement: Enforce strict Standard Operating Procedures (SOPs) for shift handovers so no critical alerts are dropped between shifts.

Resource Allocation: Dynamically adjust staffing and resource allocation based on ticket volume trends and peak business hours.

Job Responsibilities

1. 1. 24/7 Roster & Shift Management (Zero-Gap Coverage)
   • Shift Design: Design, implement, and maintain the 24/7 shift rotation for all NOC L1 and SOC L1/L2 personnel to ensure seamless, continuous coverage.
   • SOP Enforcement: Enforce strict Standard Operating Procedures (SOPs) for shift handovers so no critical alerts are dropped between shifts.
   • Resource Allocation: Dynamically adjust staffing and resource allocation based on ticket volume trends and peak business hours.
2. 2. Workflow & Alert Triage Optimization
   • ITSM Ownership: Act as the primary owner of the ITSM/Ticketing platform, optimizing workflows to ensure tickets route to the correct technical teams instantly.
   • Playbook Compliance: Ensure all L1 analysts strictly follow triage playbooks before escalating tickets to Level 2 technical analysts.
   • Automation: Drive the implementation of automated workflows or AIOps to actively reduce manual ticket volumes.
3. 3. Major Incident Command (Severity 1 / Outages)
   • Incident Commander: Act as the ultimate "Incident Commander" during P1/S1/Critical outages, coordinating cross-functional response efforts between the NOC and SOC teams.
   • Stakeholder Communication: Manage executive and client-facing communication during major incidents, providing timely updates so technical engineers can focus entirely on remediation.
4. 4. SLA Tracking & Quality Assurance
   • Real-Time Monitoring: Monitor dashboards closely to ensure all tickets are acknowledged and resolved within contracted Service Level Agreements (SLAs).
   • Ticket Audits: Perform weekly ticket audits to ensure analysts maintain high standards for professional communication and accurate issue categorization.
   • Operational Reporting: Generate detailed monthly reports capturing critical metrics (MTTR, Ticket Volume, SLA adherence) for the Service Delivery Manager (SDM) to present to clients.
5. 5. Inter-Departmental Handovers (Operational Gatekeeper)
   • Service Transition: Act as the operational gatekeeper for new project deployments.
   • Readiness Check: Ensure that new infrastructure built by the Project Delivery team is fully documented and integrated into monitoring tools before operations assume support responsibility.

Job Requirements

• Education: Bachelor’s Degree in Software Engineering, ICT, or an equivalent IT-related field.
• Experience: Minimum of 3–5 years in an IT Operations, NOC, SOC, or Managed Service Provider (MSP) environment.
• Leadership: At least 2 years of experience in a shift-lead, team-lead, or operational management role.
• Language Proficiency: Good communication skills in English and Bahasa Malaysia. The ability to speak Mandarin is a strong added advantage.

Technical & Framework Mastery

• ITIL Framework: Deep, practical understanding of ITIL frameworks, specifically Incident, Problem, and Change Management (ITIL v3 or v4 Foundation Certification required).
• Tool Proficiency: Strong experience administrating and optimizing ITSM/Ticketing platforms (e.g., ServiceNow, Jira Service Desk, Zendesk) and familiarity with RMM/SIEM dashboards.

Soft Skills & Core Competencies

• Crisis Management: A proven track record of acting as an authoritative Incident Commander during high-stress P1 outages.
• Operational Leadership: Strong organizational skills with the ability to bridge the operational gap between network (NOC) and security (SOC) teams.

Preferred Advantages

• Prior experience operating within a combined NSOC (Network & Security Operations Center) environment.
• Hands-on experience implementing AIOps or automated workflows to optimize operational efficiency.