Executive recruitment company Monroe Consulting Group Malaysia's Technology Division is partnering with a new venture that is authorized as the sole provider of a respective Google technology in Malaysia. Our esteemed client is seeking an experienced professional to be their IT Ops Center, Assistant Manager / Manager.

The winning candidate will be responsible for L1 and L2 technical support within a 24/7 secure and air-gapped sovereign cloud environment.

Key Responsibilities

Support the Head of Operations Support in managing and leading a team of L1 and L2 engineers.
Mentor, train, and develop the support team to ensure operational excellence.
Coordinate shift rotations to maintain 24/7 service coverage.
Monitor team performance, provide feedback, and conduct performance reviews.
Foster a collaborative and security-conscious work culture within the air-gapped environment.

Operations & Service Management

Oversee daily IT operations of the L1 and L2 support teams.
Ensure timely incident resolution and adherence to SOPs and security protocols.
Track KPIs (e.g., incident resolution time, SLA compliance, customer satisfaction).
Identify and implement process improvements and automation opportunities.
Collaborate with engineering and development teams for issue escalation and resolution.

Incident Management & Resolution

Lead incident response efforts, ensuring swift identification, containment, and resolution.
Manage the incident escalation process and work closely with senior engineers.
Conduct post-incident analysis to drive continuous service improvement.
Ensure all incidents and resolutions are properly documented.

Customer Service & Communication

Maintain high customer satisfaction through prompt and professional support.
Communicate technical information effectively to both technical and non-technical users.
Provide status updates on service disruptions and scheduled maintenance.
Build and maintain strong stakeholder relationships within the secure environment.

Technical Expertise & Compliance

Stay up to date with industry best practices and emerging technologies in IT operations.
Ensure compliance with ITIL best practices, security protocols, and regulatory requirements.
Provide technical guidance to support engineers and assist in complex troubleshooting.
Maintain and enhance documentation and knowledge base articles.

Key Requirements

Bachelor's degree in Computer Science, IT, or a related field.
3+ years of experience in IT support or operations, including L1 & L2 management.
Strong understanding of ITIL or IT Service Management (ITSM) frameworks.
Experience working in secure, air-gapped, or highly regulated IT environments.
Proficiency with incident tracking systems (e.g., ServiceNow, Jira Service Desk).
Solid knowledge of Linux, Windows, and networking fundamentals.
Strong problem-solving skills and the ability to troubleshoot complex technical issues.
Excellent communication and stakeholder management skills.

Preferred Qualifications

ITIL certification (or equivalent in ITSM).
Experience with monitoring tools such as Prometheus, Grafana, or Nagios.
Knowledge of Kubernetes, cloud environments, and DevOps methodologies.
Scripting experience (e.g., Python, Bash) for automation.
Background in security best practices and compliance within air-gapped environments.