IT Operations Manager | Application

VMM HOLDINGS SDN BHD; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Annual Bonus

Yearly Performance Bonus

Yearly Salary Increments

Meal allowance

Medical Subsidy

Group Hospitalization & Surgical and P

Employee activities

Job summary

VMM HOLDINGS SDN BHD in Malaysia is seeking a BAU Manager to lead the Level 1 Helpdesk and Level 2 Application Support teams across Singapore and Malaysia. You will ensure system stability, coordinate incident management and drive timely resolution of production issues.

You will act as the liaison between business users, technical teams and external vendors, oversee deployments, enforce escalation paths, perform root-cause analysis and foster continuous service improvement across IT Operations.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or related field
• 7+ years of experience in IT Operations / Application Support / Production Support
• 3+ years 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 ITIL practices is a plus

Responsibilities

• Lead and manage Level 1 Helpdesk and Level 2 Application Support teams across Singapore and Malaysia
• Oversee daily BAU 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

Skills

Leadership

Incident management

Change management

ITIL knowledge

SQL knowledge

Stakeholder management

Education

Bachelor’s Degree in Computer Science or Information Technology

Tools

SQL

Job description

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