Senior Manager - IT (IT Operation Support)

Malaysia Airports Holdings Berhad; Sepang; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading airport management company in Malaysia seeks an IT Operations Manager to oversee IT systems and infrastructure across multiple terminals. This role involves ensuring compliance with aviation regulations, implementation of ITIL processes, and managing teams to achieve operational excellence. The ideal candidate will have significant experience in IT operations and a strong grasp of IT service management tools.

Qualifications

• Proven experience in IT operations and support.
• Strong understanding of ITIL best practices.
• Ability to manage complex IT systems and infrastructure.

Responsibilities

• Oversee IT Service Desk and IT Operations Center.
• Implement ITIL processes for continuous improvement.
• Ensure compliance with aviation authority requirements.

Skills

ITIL processes

IT operations management

Project management

Technical support

Vendor management

Education

Bachelor's degree in IT or related field

Tools

IT Service Management tools

Monitoring tools

Job description

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 including:
  • 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