Senior Global NOC & Service Desk Leader (24/7)

Transaction Network Services; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Transaction Network Services (TNS) seeks an experienced Senior Operations Manager to lead 24/7 Level 1 Service Desk and NOC operations across global payment platforms (Accept, Connect and Orchestrate). You will drive incident response, service delivery, and continuous improvement.

You will manage cross-functional teams, coordinate with vendors, and ensure SLA adherence, performance reporting, and strong customer engagement in a fast-paced managed services environment.

Qualifications

• 7+ years experience in Service Desk, NOC, or IT Operations leadership.
• Proven leadership of 24/7, shift-based operations.
• Strong Major Incident Management experience.
• Working knowledge of monitoring systems (e.g., SolarWinds, Splunk, ThousandEyes).
• Good understanding of Networking,Datacenter infrastructure and operating systems.
• Excellent written and verbal communication; strong stakeholder management.

Responsibilities

• Oversee 24/7 Level 1 Service Desk operations including the APAC regional team.
• Ensure consistent performance across NOC and Service Desk.
• Own ITIL-aligned incident, service request, and escalation processes.
• Lead post-incident reviews and continual service improvement activities.
• Drive vendor management and coordination with external partners.
• Produce monthly service performance reports and support customer reviews.

Education

B.S. in Information Technology or Computer Science

ITIL Certification

CCNA Certification

Tools

SolarWinds

Splunk

ThousandEyes

Job description

Transaction Network Services (TNS) seeks an experienced Senior Operations Manager to lead 24/7 Level 1 Service Desk and NOC operations across global payment platforms (Accept, Connect and Orchestrate). You will drive incident response, service delivery, and continuous improvement.

You will manage cross-functional teams, coordinate with vendors, and ensure SLA adherence, performance reporting, and strong customer engagement in a fast-paced managed services environment.