About the role
Contract
Johor
The ICT Operations Manager will oversee the delivery of ICT managed services, ensuring high-quality support, service continuity, and alignment with REDtone Customer’s operational and strategic goals. This role involves managing a team of four Resident Engineers, coordinating with vendors, and ensuring compliance with SLAs and best practices.
Key Responsibilities
- Lead and manage a team of four Resident Engineers.
- Oversee end-user support, service desk operations, and ICT asset management.
- Ensure compliance with backup, restore, disaster recovery, and security protocols.
- Monitor and report on service delivery performance and customer satisfaction.
- Coordinate with vendors and internal stakeholders to resolve escalated issues.
- Drive continuous improvement initiatives and implement best practices.
- Ensure documentation, change management, and knowledge base are up to date.
- Provide strategic input on ICT infrastructure and service enhancements.
Job Requirements
Qualifications and Requirements
- Diploma or Bachelor’s degree in IT, Computer Science, or related field.
- 7+ years of experience in ICT support and service delivery management.
Skills and Experience
- Strong leadership, communication, stakeholder management, and excellent problem-solving skills.
- Familiarity with ITIL practices and service management tools.
- Strong knowledge of below technologies:
- Managing backup, network, and security operations.
- Virtualization, storage, and network technologies.
- Monitoring tools, backup systems, and security protocols.
- Local and wide area networks, routers, switches, and firewalls