Manager, End User Computing

Great Eastern; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading insurance company in Malaysia is seeking a Technical Manager for its End User Computing team. This role involves managing telephony systems, resolving incidents and requests, and ensuring integration with other IT systems. The ideal candidate will have at least 5 years of relevant experience, particularly with Avaya or DeltaPath systems. Strong troubleshooting, communication, and project management skills are essential for success in this position. An adaptable mindset for embracing new technologies is also required.

Qualifications

• At least 5 years of experience with end-user computing and telephony system support.
• Strong knowledge of Microsoft O365 and networking technologies.
• Experience with Avaya and/or DeltaPath systems or other PABX systems.

Responsibilities

• Manage end user computing experience related to telephony systems.
• Oversee telephony system development and maintenance.
• Collaborate with IT leaders for integration of telephony systems.
• Understand end-user telephony needs and develop appropriate solutions.
• Resolve telephony-related incidents and service requests.

Skills

End-user computing knowledge

Telephony system support

Application troubleshooting

Communication skills

Analytical skills

Project management

Education

Bachelor's degree in Computer Science or IT

Job description

The individual will be a Technical Manager of the End User Computing team of Great Eastern. The individual should own the management and support of the telephony system used within Great Eastern. Additionally, the individual will also provide technological support and advisory on issues related to network, unified communications and collaboration related to end-point computing.

• Manage all aspect of end user computing experience related to telephony systems.
• Oversee the development and maintenance of telephony systems including hardware, software and services, ensuring telephony systems comply with organizational policies, industry standards, and security protocols.
• Collaborate with other IT leaders to ensure that end user computing telephony systems integrate with other IT Systems and Infrastructure.
• Work with key stakeholders to understand their end-user computing telephony needs and develop solutions that meet those needs.
• Manage and resolve telephony-related incidents and service requests, ensuring timely and effective resolution.
• Manage and execute telephony system upgrades, migrations, and other related projects, coordinating with cross-functional teams to ensure successful implementation.
• Collaborate with telephony system vendors to manage contracts, service agreements, and support escalations.
• Standby support after office hours for incident response, with activation for major incidents.
• Maintain comprehensive documentation of telephony systems, processes, and procedures. Generate regular reports on system performance and support activities.
• Stay up to date with industry trends and developments in end-user computing technology and incorporate them into the organization’s strategy.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.
• A Bachelor’s degree or Professional Degree in Computer Science / IT or equivalent.
• At least 5 years of relevantexperience with end-user computing and telephony system support, with a focus on Avaya and/or DeltaPath systems or other PABX systems.
• Excellent application and IT infrastructure troubleshooting skills using various toolsets. Understanding of system architecture and technology is necessary.
• Experience working with multiple teams (business, IT application and infrastructure teams) for incident recovery and preventive measures.
• Strong discipline, planning and execution skills for working independently.
• Good knowledge of end-user computing systems and technologies like Microsoft O365, Active-Directory, email, unified communications including hardware and networking.
• Strong and factual communication skills and able to manage situations/conflicts and influence others.
• Good analytical skills and a creative approach to problem solving and provide options and solutions.
• Knowledge of security and compliance requirements are a plus.
• Takes initiative to improve current state of things and adaptable to embrace new changes.