IT Operations Manager

VMM Holdings; Kuala Lumpur; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Annual Bonus

Meal allowance

Medical subsidy

Insurance

Team events

Job summary

Jora Malaysia is seeking an experienced BAU Manager to lead Level 1 Helpdesk and Level 2 Application Support across Singapore and Malaysia. You will oversee daily operations, prioritize incidents, establish escalation paths, and coordinate deployments with technical teams and vendors.

The role requires a Bachelor’s degree in IT, 7+ years in IT Operations, and 3+ years in a leadership capacity. Strong incident and change management skills are essential, along with collaboration with

Qualifications

• Bachelor’s degree in IT or related field is required.
• 7+ years in IT Operations, Application/Production Support.
• At least 3 years in a leadership/supervisory role.
• Proven experience managing L1/L2 support in a multi‑system environment.
• Strong incident, change and production support knowledge.

Responsibilities

• Lead L1 Helpdesk and L2 Application Support teams across Singapore and Malaysia.
• Oversee daily BAU operations to ensure system stability and service quality.
• Prioritise incidents and requests by business impact and risk.
• Establish escalation paths and ownership across L1-L3 and vendors.
• Serve as escalation point for major incidents and coordinate recovery.
• Lead root‑cause analysis and implement preventive actions.
• Coordinate deployments, changes, patching and migrations.
• Ensure deployment readiness with testing, approvals and rollback plans.
• Manage workload, coaching, and performance development of the team.
• Provide hands‑on guidance during incidents and deployments.
• Collaborate with IT units and external vendors for resolution.
• Maintain SOPs, escalation matrices and knowledge bases.
• Drive continuous improvement and automation in operations.
• Communicate priorities and progress to stakeholders.

Skills

Incident management

Change management

Production support processes

SQL

Cross-functional teams

Leadership

Troubleshooting

Education

Bachelor’s Degree in Computer Science or Information Technology

Tools

SQL

Databases

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.

The BAU (Business-As-Usual) Manager leads the Level 1 Helpdesk and Level 2 Application Support teams across Singapore and Malaysia, ensuring stable daily operations, effective incident management and timely resolution of production issues. This role acts as the key liaison between business users, technical teams and external vendors, while driving service improvement, operational excellence and team capability development.

Job Description

Lead and manage Level 1 Helpdesk and Level 2 Application Support teams across Singapore and Malaysia

Oversee daily BAU (Business-As-Usual) operations to ensure system stability, service quality and timely resolution of production issues

Prioritise incidents, service requests and application issues based on business impact, urgency and operational risk

Establish clear escalation paths, ownership and support processes across L1, L2, L3 and external vendors

Act as the escalation point for major incidents and coordinate recovery activities with technical teams and vendors

Lead root‑cause analysis and ensure corrective and preventive actions are implemented to prevent recurring issues

Coordinate production deployments, system changes, patching and migration activities according to approved processes

Ensure deployment readiness including testing, approvals, documentation, rollback plans and post‑deployment validation

Manage team workload, resource allocation, coaching, performance development and capability building

Provide hands‑on technical guidance during critical incidents, deployments and operational activities

Analyse issues across applications, databases, infrastructure, integrations and user processes to drive effective resolution

Maintain SOPs, troubleshooting guides, escalation matrices and operational documentation

Facilitate knowledge transfer from project and development teams to IT Operations before production handover

Collaborate with Business Units, Development, Database, Infrastructure, Cloud, Security teams and external vendors

Manage stakeholder expectations by communicating priorities, service impacts and resolution progress

Drive continuous improvement, automation and process optimisation to improve operational efficiency

Job Requirements

Bachelor’s Degree in Computer Science, Information Technology, or related field

Minimum 7 years of experience in IT Operations / Application Support / Production Support

At least 3 years of experience in a leadership or supervisory role

Proven experience managing L1 and L2 support teams in a multi‑system or regional environment

Strong knowledge of incident management, change management, and production support processes

Hands‑on experience in troubleshooting applications, databases, or system‑related issues

Familiarity with SQL, system integrations, or IT infrastructure is an advantage

Experience working with cross‑functional teams and external vendors

Good communication and stakeholder management skills

Familiarity with ITIL practices is a plus

Annual Bonus + Yearly Performance Bonus + Yearly Salary Increments

Meal allowance + Medical Subsidy

Group Hospitalization & Surgical and Personal Accident Insurance

Employee activities (Annual Dinner, etc.).

We regret that only shortlisted candidates will be notified