IT Service Operations Manager | Lead L1/L2 Support Team

United Overseas Bank; Malaysia; On-site; MYR 180,000 - 300,000; Full time

Job summary

6255 UOB Innovation Hub 2 Sdn Bhd is seeking a seasoned Service Operations Leader in Malaysia to oversee L1 support, drive 16x6 operations, and manage major incidents with a focus on SLA adherence and continuous improvement.

You will mentor a team of 15–20 analysts, coordinate with infrastructure and business units, and report KPI trends to senior management. A strong background in IT operations and incident management is essential for success.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• 8–12 years IT experience with 3–5 years in people management.
• Proven experience managing 15–20 direct reports in an Application Support environment.
• Strong background in L1/L2 support.

Responsibilities

• Lead and manage the First Recovery (L1) team of ~19 analysts.
• Ensure 16x6 operational support and weekend coverage during IPL.
• Drive incident handling and SLA compliance.
• Act as primary escalation point for major disruptions.
• Report KPI trends and drive continuous improvement.

Skills

Leadership

People management

IT operations

Incident management

Stakeholder management

Process improvement

Education

Bachelor's Degree in IT/CS/Engineering

Job description

6255 UOB Innovation Hub 2 Sdn Bhd is seeking a seasoned Service Operations Leader in Malaysia to oversee L1 support, drive 16x6 operations, and manage major incidents with a focus on SLA adherence and continuous improvement.

You will mentor a team of 15–20 analysts, coordinate with infrastructure and business units, and report KPI trends to senior management. A strong background in IT operations and incident management is essential for success.