IT Operations Manager | Application

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

Benefits offered by this job

Annual bonus

Yearly performance bonus

Yearly salary increments

Meal allowance

Medical subsidy

Group hospitalization & surgical and P

Personal accident insurance

Employee activities

Job summary

Jora Malaysia leads the BAU and Application Support teams across Singapore and Malaysia to ensure stable daily operations and timely resolution of production issues.

The role prioritises incidents, defines escalation paths and coordinates with vendors, developers and IT teams to drive improvements and operational excellence.

Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 7+ years0of experience in IT Operations, Application/Production Support.
• 3+ years in a leadership or supervisory role.
• Proven experience leading 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 troubleshooting of applications, databases or system-related issues.
• Familiarity with SQL, system integrations and IT infrastructure is an advantage.
• Experience working with cross-functional teams and external vendors.

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 and timely resolution of production issues.
• Prioritise incidents, service requests and application issues based on business impact.
• Establish escalation paths and ownership across L1, L2, L3 and vendors.
• Act as escalation point for major incidents and coordinate recovery activities.
• Lead root-cause analysis and implement corrective actions.
• Coordinate deployments, changes, patching and migrations with approved processes.
• Ensure deployment readiness with testing, approvals and rollback plans.
• Manage team workload, coaching and performance development.
• Provide hands-on technical guidance during incidents and deployments.
• Maintain SOPs, troubleshooting guides and escalation matrices.
• Facilitate knowledge transfer from project teams to IT Operations.

Skills

Incident management

Change management

Leadership

Vendor management

Cross-functional collaboration

ITIL familiarity

SQL

Troubleshooting

Communication

Education

Bachelors Degree in Computer Science/Information Technology or related field

Tools

SQL

System integrations

ITIL

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