Network Operations Manager

Aethir; Petaling Jaya; On-site; MYR 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Network Operations Center Manager, where you'll lead a dedicated team providing critical support for cloud services in a dynamic environment. This role emphasizes leadership, technical expertise, and a customer-centric approach, ensuring the delivery of top-tier technical support while fostering a culture of continuous improvement. You will be instrumental in developing policies, mentoring team members, and enhancing service quality. If you're passionate about technology and team leadership, this is your opportunity to make a significant impact in an innovative organization.

Qualifications

• Minimum 7 years in technology services support with team management experience.
• Fluency in English and Mandarin is mandatory for this role.

Responsibilities

• Lead a local team to provide world-class support and meet service-level agreements.
• Act as the primary incident escalation point and coordinate communications.

Skills

Leadership

Technical Support

Problem Solving

Communication

Mentorship

Analytical Skills

Education

Degree in IT or related discipline

Tools

ITIL Certification

ISO 27001 Certification

ISO 20000 Certification

Job description

Aethir, a company specializing in building distributed cloud infrastructure for gaming and AI companies, is currently looking for a Network Operations Center Manager. The successful candidate will be responsible for leading and managing the Service Management Centre department based in Malaysia. Key responsibilities include leading the Team in providing critical network infrastructure and managed cloud services support including L1/L2 support, integration, deployment, and maintenance of the Aethir system, as well as providing support to our ecosystem partners.

This role requires a combination of leadership skills, technical expertise, and a customer-centric mindset. Effective communication, collaboration, and problem-solving will be essential in achieving the goals of delivering top-tier technical support, meeting SLAs, and driving continuous improvement within the team and across the organization.

Key Responsibilities:

• Establish and manage a local team that provides world-class support and meets service-level agreements.
• Foster a culture of learning and improvement within a multi-disciplinary team.
• Develop and implement new policies and procedures, continuously optimizing efficiency, quality, and responsiveness.
• Oversee task planning, scheduling, and allocation within and across teams.
• Monitor progress on open tasks, ensuring timely processing and updates.
• Coordinate with the development team and align all team members with the overall support goals of Aethir.
• Act as the primary incident escalation point for Aethir, leading major incidents and coordinating internal and external communications.
• Prepare weekly, monthly, and quarterly reports to support analysis and staffing projections.

Qualifications & Experience:

• Fluency in English and Mandarin (mandatory due to coverage within the Chinese market)
• Minimum of seven (7) years of professional experience in technology services support.
• Proven experience in hiring and managing teams of at least five (5) professionals.
• Demonstrated experience in mentorship programs designed for career advancement.
• Experience working in a global organization delivering services in a 24/7/365 "follow-the-sun" model.

Technical Skills / Training:

• Recognized leadership experience supervising teams and individuals.
• Experience managing technical personnel and stakeholders in a corporate environment.
• Knowledge of Global Networks/Datacenter/Cloud support functions.
• ITIL Certification – Foundation level or above (advantageous).
• Familiarity with ISO 27001 & 20000 Certifications (desirable).
• Proficiency in Mandarin is required to effectively communicate with our Chinese counterparts and stakeholders.
• Ability to influence others and move towards a shared vision or goal.
• Committed to others' learning and development, with proven mentoring experience.
• Strong analytical skills and a structured, logical approach.
• Proven determination and ownership in resolving complex issues and providing leadership.
• Degree in IT or related discipline or equivalent experience. Up-to-date professional certifications and relevant training are advantageous.

Skills and Personal Requirements:

• Visionary leadership that connects team objectives to the goals and vision of Aethir.
• Ability to instil a performance culture with high quality and continuous improvement focus.
• Excellent communication skills to effectively relay information from the team to senior management and vice versa.
• Talent for recognizing "coachable moments" and providing fair, constructive, and accurate feedback.
• Demonstrated success in recruiting top-tier talent and addressing performance issues.
• Strong team player with a clear understanding of Aethir's mission and the bigger picture.