Senior Manager - IT (IT Operation Support)

Malaysia Airports Berhad; Sepang; On-site; MYR 100,000 - 130,000; Full time

Job summary

A leading airport management company in Malaysia is seeking an experienced IT Operations Manager to ensure the performance of airport IT systems. Responsibilities include managing the IT Service Desk, implementing ITIL processes, and ensuring compliance with regulations. Candidates should have at least 7 years of relevant experience and a Bachelor's degree in IT. ITIL certification is preferred. This role is critical in maintaining operational efficiency and supporting airport safety.

Qualifications

• Minimum 7 years of relevant experience in IT operations.
• ITIL certification or equivalent is preferred.
• Experience managing IT service desk operations.

Responsibilities

• Oversee IT operational support functions and ensure system performance.
• Lead implementation of ITIL processes for service delivery.
• Produce operational dashboards and management reports.

Skills

Communication

Planning

IT Operation Experience

Project Management

IT Standards

Education

Bachelor's Degree in Computer Science or Information Technology

Master's Degree

Job description

Job Description

POSITION GENERAL SUMMARY
Accountable for the operational integrity, availability, and performance of all IT systems and infrastructure supporting airport operations across Terminal 1, Terminal 2, other airports, and subsidiary companies. This role oversees the IT Service Desk, IT Operations Center (ITOC), and Service Management functions, ensuring IT services meet business, safety, and regulatory requirements in line with ITIL best practices.

ESSENTIAL POSITION FUNCTIONS

IT Operations & Service Delivery

• Oversee all IT operational support functions:
  • IT Service Desk (Level 1 & 2 support) for user requests, incidents, and service fulfillment.
  • IT Operations Center (ITOC) for real‑time monitoring of critical infrastructure, applications, and networks.
  • Service Management Office (SMO) for governance, reporting, and continuous improvement of IT services.
  • Ensure high system availability and performance across Terminal 1, Terminal 2, other airports, and subsidiaries.
  • Manage IT operations related to airport‑specific systems such as Flight Information Display System (FIDS), Baggage Handling System (BHS), Common Use Terminal Equipment (CUTE), AODB, and Security Access Control Systems.

ITIL Process Implementation & Continuous Improvement

• Lead implementation and maturity of ITIL processes, including:
  • Incident & Problem Management – rapid resolution and root‑cause analysis to prevent recurrence.
  • Change & Release Management – controlled deployment minimizing operational risk.
  • Service Level Management – define, monitor, and report on SLAs and KPIs.
  • Availability & Capacity Management – ensure systems meet agreed performance targets.
  • IT Service Continuity Management (ITSCM) – maintain and test disaster recovery and business continuity plans.
  • Drive continuous service improvement (CSI) initiatives through trend analysis, automation, and feedback loops.

Governance, Compliance & Strategic Alignment

• Translate corporate IT strategies into operational and maintenance plans aligned with business and safety priorities.
• Establish standardized IT operations policies, procedures, and work instructions in compliance with ITIL, ISO/IEC 20000, ISO 27001, and other regulatory frameworks.
• Ensure compliance with aviation authority requirements, cybersecurity mandates, and internal governance directives.
• Collaborate with airport business units, airlines, and regulatory stakeholders to ensure IT services meet operational needs.
• Manage vendor and service provider performance through well‑defined contracts and SLAs.
• Coordinate maintenance windows, upgrades, and testing with internal and external partners to minimize service disruptions.

Leadership & People Development

• Lead, mentor, and develop the IT Operations Support, Service Desk, and ITOC teams to achieve operational excellence.
• Establish clear roles, responsibilities, and training programs to enhance ITIL and technical competencies.
• Foster a culture of accountability, customer focus, and proactive service improvement across the operations function.

Reporting & Performance Measurement

• Produce operational dashboards and management reports covering system uptime, incidents, SLA compliance, and service trends.
• Conduct service reviews with stakeholders and initiate corrective action plans as needed.
• Manage operational budgets, resource planning, and cost.

Legacy Infrastructure and Tooling Modernization

• Manage coexistence of aging systems and new digital platforms across multiple airport terminals and subsidiaries.
• Transition from fragmented monitoring and manual operations to integrated, automated, and AI‑assisted observability (AIOps) platforms.

Reactive to Proactive Operational Shift

• Embed a culture of proactive problem prevention rather than reactive incident handling.
• Implement predictive analytics and automation to identify potential failures before they impact airport operations.

Complex Multi‑Stakeholder Environment

• Coordinate IT operations across diverse systems, business units, and partners (airlines, ground handlers, regulators) with differing priorities and service expectations.
• Balance service uniformity across Terminal 1, Terminal 2, other airports, and subsidiaries while respecting local operational nuances.

24/7 Critical Service Continuity

• Maintain uninterrupted IT services that directly impact airport safety, passenger experience, and operational efficiency.
• Ensure redundancy, resilience, and recovery readiness under stringent regulatory and operational conditions.

Governance, Compliance, and Integration

• Ensure modernization aligns with IT governance, cybersecurity mandates, and airport regulatory standards.
• Integrate new monitoring, service management, and AIOps platforms seamlessly with existing enterprise systems and ITSM tools.

Skills

• Communication
• Planning
• IT Operation Experience & Project Management
• IT Standards & Operation
• Maintenance & Best Practice

Education

• Bachelor's Degree in Computer Science or Information Technology.
• Master's Degree would be an added advantage.

Relevant Industries

• Degree with minimum 7 years relevant experience.

Unique Requirement

• ITIL certified or BEng (Electronic & Communication) or equivalent.

Additional Information

• Open for Malaysian citizens only.
• Applications should reach us by 20 October 2025.
• Only the shortlisted candidate will be notified.

Job Segment: Compliance, Service Desk, Project Manager, Computer Science, Law, Legal, Customer Service, Technology