MANAGER, NETWORK OPERATION CENTER (NOC)

Ricoh Hong Kong Limited; Kuala Lumpur; On-site; MYR 140,000 - 220,000; Full time

Job summary

Ricoh Hong Kong Limited seeks an experienced manager to lead the NOC across the Asia Pacific region, ensuring high-quality managed services and operational excellence. You will govern service delivery, drive improvements, and lead ISO 27001 compliance efforts across operations.

Responsibilities include overseeing incident, change, problem, and major incident management, as well as workforce planning, performance reviews, and cross-functional collaboration with security, product, and business

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• ITIL Foundation Certification required.
• Knowledge of ISO 27001 is preferred.
• 10+ years in IT Operations, Managed Services, NOC, or related environments.
• 5–8 years of leadership experience managing technical operations teams.
• Experience managing regional operations in a 24x7 service delivery environment.
• Experience managing customer-facing managed services operations.
• Strong understanding of service delivery governance and operational management.

Responsibilities

• Lead, manage, and develop Leads, Engineers, and Specialists across the NOC, SOC, and AVNOC teams.
• Own end-to-end operational performance of all managed services and ensure SLAs, KPIs, and OLAs.
• Establish and maintain governance frameworks, policies, and ISO 27001 ISMS requirements.
• Govern onboarding of new customers and services into operations and ensure readiness before go-live.

Skills

NOC Management

ITIL

ISO 27001 Governance

Service Delivery Governance

Leadership

Incident/Change Management

Executive Communication

Education

Bachelor's Degree in IT/CS/Engineering

Tools

ServiceNow ITSM

Job description

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The Manager is responsible for leading the Network Operations Center (NOC) across the Asia Pacific region, ensuring the delivery of high-quality managed services, operational excellence, customer satisfaction, and business value.

The role is accountable for service delivery governance, operational performance, people leadership, service onboarding, ISO 27001 compliance support, customer engagement, automation initiatives, and continuous improvement programs.

The incumbent will drive operational efficiency, cost optimization, and service innovation while ensuring the NOC remains scalable, secure, and aligned with business objectives.

Job Description

• Leadership & People Management
  Lead, manage, and develop Leads, Engineers, and Specialists across the NOC , SOC and AVNOC Teams.
  Define departmental objectives, KPIs, and operational targets aligned with organizational goals.
  Build a high-performance culture focused on accountability, customer excellence, collaboration, and continuous learning.
  Manage workforce planning, resource allocation, succession planning, and capability development.
  Conduct regular performance reviews, coaching, mentoring, and career development activities.
• Service Delivery Management
  Own the end-to-end operational performance of all managed services delivered through the teams.
  Ensure achievement of contractual SLAs, KPIs, OLAs, and customer commitments.
  Oversee Incident, Request, Problem, Change, Event, and Major Incident Management processes.
  Drive customer satisfaction and service improvement initiatives.
  Ensure 24x7 operational readiness and service continuity across supported environments.
  Lead operational reviews and service governance meetings with customers and stakeholders.
• Governance, Risk & Compliance
  Establish and maintain operational governance frameworks, policies, procedures, and standards.
  Ensure compliance with company policies, contractual obligations, and regulatory requirements.
  Support the implementation and continual improvement of ISO 27001 Information Security Management System (ISMS) requirements within operations.
  Participate in internal audits, external audits, risk assessments, and compliance reviews.
  Ensure operational risks are identified, assessed, monitored, and mitigated appropriately.
  Maintain business continuity and disaster recovery readiness for major managed services.
• Service Onboarding & Service Enablement
  Govern the onboarding of new customers, services, technologies, and support offerings into operations.
  Ensure operational readiness, monitoring, reporting, support processes, documentation, and escalation procedures are established before service go-live.
  Collaborate with Service Delivery, Engineering, Security, Product, and Business teams to transition new services into operational support.
  Continuously enhance capabilities to support business growth and emerging service offerings.

Qualifications & Experience

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• ITIL Foundation Certification required.
• Knowledge of or experience with ISO 27001 is preferred.
• Minimum 10 years of experience in IT Operations, Managed Services, Network Operations Center (NOC), or related environments.
• Minimum 5 to 8 years of leadership experience managing technical operations teams.
• Experience managing regional operations within a 24x7 service delivery environment.
• Experience managing customer-facing managed services operations.
• Strong understanding of service delivery governance, operational management, customer support models, and service assurance practices.

Skills

• Network Operations Center (NOC) Management
• Managed Services Operations
• IT Service Management (ITIL)
• ServiceNow or equivalent ITSM platforms
• Incident, Problem, Change, and Event Management
• Monitoring and Observability Platforms
• Infrastructure and Network Operations
• Microsoft 365 Services
• Operational Analytics and Reporting
• Service Automation and Process Improvement
• Business Continuity and Disaster Recovery
• Information Security and ISO 27001 Governance
• Strategic Leadership
• Operational Governance
• Customer and Stakeholder Management
• Financial and Resource Management
• Decision Making
• Executive Communication
• People Development
• Continuous Improvement and Innovation

Information provided will be treated in strict confidence and only be used for recruitment related purposes. All personal data of unsuccessful candidates will be destroyed on completion of the recruitment exercise.