Manager IT Operations Support

Your New Company –

My client is a prominent figure within the Engineering, Technology and Property industry.

Your New Role –

Key Responsibilities:

Develop a high-performing team of L1 and L2 support engineers, promoting collaboration, accountability, and continuous improvement. Recruit, hire, onboard, and train support staff, ensuring they have the necessary technical skills and security clearances.
Clearly define roles, responsibilities, and performance expectations for all support personnel. Manage team schedules, including shift rotations, to ensure 24/7 coverage and efficient resource allocation. Conduct regular performance reviews and identify opportunities for professional development.

Operational Oversight: Oversee the day-to-day operations of the L1 and L2 support teams, ensuring efficient and effective service delivery.
SOP Development and Implementation: Develop and implement standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides specific to the air-gapped infrastructure, its security protocols, and limitations on external access.
Performance Monitoring and Improvement: Monitor key performance indicators (KPIs), analyse support trends, identify areas for improvement, and implement process optimisations. Proactively identify and mitigate potential support issues to minimise disruptions.

Manage the incident management process for L1/L2 support, ensuring timely response, accurate diagnosis, escalation, and effective resolution of incidents. Coordinate with cross-functional teams for complex incident resolution and ensure proper escalation procedures are followed for incidents requiring higher-level escalations.

Maintain a strong understanding of the company's products, services, and deployed technologies. Stay updated on emerging technologies, industry best practices, and relevant support trends. Provide technical guidance and support to L1 and L2 support staff, and encourage professional development opportunities for team members, considering limitations on accessing external resources.

What you’ll need to succeed –

5+ years of experience in IT support, with at least 2 years of proven experience in a supervisory / management role.
Proven experience in managing L1 & L2 support teams.
Strong understanding of ITIL (ITIL certified preferably), and other ITSM frameworks.
Excellent communication, interpersonal and troubleshooting skills.
Experienced in Ticketing systems and remote support tools.
Familiarity with Scripting (Python & Bash) and automation tools is an added advantage.

What you’ll get in return –

Talk to Julian Yew, the specialist consultant managing this position, located in Sunway

Corporate Suite 19-01 at Sunway Resort Hotel,, Persiaran Lagoon,

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