Operation & Maintenance Manager

ZTE Corporation; Kampung Malaysia Tambahan; On-site; MYR 180,000 - 240,000; Full time

Job summary

ZTE Corporation is seeking a seasoned O&M leader to oversee multi-account telecom IT operations in Malaysia. The role focuses on maintaining SLAs, driving incident management, and managing spare parts and inventory across accounts. You will coordinate with China HQ, lead service delivery managers, and ensure processes align with corporate standards.

Travel may be required. Ideal candidates have a degree in engineering or IT and at least 10 years in telecom, IT infrastructure, data centers, or

Qualifications

• Degree in Engineering, Telecommunications, IT or related discipline.

Responsibilities

• Lead overall O&M operations across multiple customer accounts.
• Ensure contractual SLA, KPI and service availability targets are consistently achieved.
• Establish operational priorities, escalation processes and performance controls.
• Monitor operational risks and take proactive action to prevent SLA breaches.
• Oversee end-to-end trouble ticket and incident management.
• Ensure tickets are properly prioritized, escalated and closed within SLA.
• Monitor critical and aging tickets and drive timely resolution.
• Review recurring issues and ensure corrective actions are implemented.
• Oversee spare parts availability and inventory across all accounts.
• Ensure critical spares are maintained at appropriate stock levels.
• Monitor consumption, replenishment and potential stock shortages.
• Maintain senior-level relationships with key customer stakeholders.
• Lead customer escalations and major operational discussions.
• Conduct regular operational performance reviews with customers.
• Ensure customer concerns are addressed promptly and professionally.
• Act as the key O&M interface with China HQ for operational requirements, reporting and initiatives.
• Coordinate HQ requests and ensure timely execution by local teams.
• Consolidate and communicate local operational status, issues and requirements to HQ.
• Ensure local operations are aligned with HQ processes, standards and strategic direction.
• Manage cross-border communication and escalation between HQ and local teams.
• Ensure timely and accurate monthly O&M reports for each account.
• Review SLA/KPI performance, ticket status, major incidents, spare parts, risks and improvement actions.
• Consolidate account performance for management and HQ review.
• Manage and provide direction to multiple Service Delivery Managers.
• Ensure consistent O&M standards and processes across all accounts.
• Optimize manpower and resources according to business and SLA priorities.
• Drive competency development, accountability and continuous improvement.

Education

Degree in Engineering, Telecommunications, IT or related discipline

Job description

• Lead overall O&M operations across multiple customer accounts.
• Ensure contractual SLA, KPI and service availability targets are consistently achieved.
• Establish operational priorities, escalation processes and performance controls.
• Monitor operational risks and take proactive action to prevent SLA breaches.
• Oversee end-to-end trouble ticket and incident management.
• Ensure tickets are properly prioritized, escalated and closed within SLA.
• Monitor critical and aging tickets and drive timely resolution.
• Review recurring issues and ensure corrective actions are implemented.
• Oversee spare parts availability and inventory across all accounts.
• Ensure critical spares are maintained at appropriate stock levels.
• Monitor consumption, replenishment and potential stock shortages.
• Maintain senior-level relationships with key customer stakeholders.
• Lead customer escalations and major operational discussions.
• Conduct regular operational performance reviews with customers.
• Ensure customer concerns are addressed promptly and professionally.
• Act as the key O&M interface with China HQ for operational requirements, reporting and initiatives.
• Coordinate HQ requests and ensure timely execution by local teams.
• Consolidate and communicate local operational status, issues and requirements to HQ.
• Ensure local operations are aligned with HQ processes, standards and strategic direction.
• Manage cross-border communication and escalation between HQ and local teams.
• Ensure timely and accurate monthly O&M reports for each account.
• Review SLA/KPI performance, ticket status, major incidents, spare parts, risks and improvement actions.
• Consolidate account performance for management and HQ review.
• Manage and provide direction to multiple Service Delivery Managers.
• Ensure consistent O&M standards and processes across all accounts.
• Optimize manpower and resources according to business and SLA priorities.
• Drive competency development, accountability and continuous improvement.

Job Requirements

• Degree in Engineering, Telecommunications, IT or related discipline.
• Minimum 10 years' experience in telecom, IT infrastructure, data center or managed services.
• Proven experience managing multiple customer accounts and technical teams.
• Strong knowledge of SLA, incident, ticket and service delivery management.
• Strong customer and stakeholder management skills.
• Ability to coordinate effectively with China HQ and cross-border teams.
• Excellent leadership, communication and problem-solving capabilities.
• Experience in mission-critical telecom or data center environments preferred.
• Willingness to travel occasionally as required by business and customer needs