IT Operations Manager - L1/L2 Support & Incidents

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

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.