IT Operations Manager

The BAU (Business-As-Usual) Manager leads the Level 1 Helpdesk and Level 2 Application Support teams across Singapore and Malaysia, ensuring stable daily operations, effective incident management and timely resolution of production issues. This role acts as the key liaison between business users, technical teams and external vendors, while driving service improvement, operational excellence and team capability development.

Job Description

• Lead and manage Level 1 Helpdesk and Level 2 Application Support teams across Singapore and Malaysia
• Oversee daily BAU (Business-As-Usual) operations to ensure system stability, service quality and timely resolution of production issues
• Prioritise incidents, service requests and application issues based on business impact, urgency and operational risk
• Establish clear escalation paths, ownership and support processes across L1, L2, L3 and external vendors
• Act as the escalation point for major incidents and coordinate recovery activities with technical teams and vendors
• Lead root-cause analysis and ensure corrective and preventive actions are implemented to prevent recurring issues
• Coordinate production deployments, system changes, patching and migration activities according to approved processes
• Ensure deployment readiness including testing, approvals, documentation, rollback plans and post-deployment validation
• Manage team workload, resource allocation, coaching, performance development and capability building
• Provide hands-on technical guidance during critical incidents, deployments and operational activities
• Analyse issues across applications, databases, infrastructure, integrations and user processes to drive effective resolution
• Maintain SOPs, troubleshooting guides, escalation matrices and operational documentation
• Facilitate knowledge transfer from project and development teams to IT Operations before production handover
• Collaborate with Business Units, Development, Database, Infrastructure, Cloud, Security teams and external vendors
• Manage stakeholder expectations by communicating priorities, service impacts and resolution progress
• Drive continuous improvement, automation and process optimisation to improve operational efficiency

Job Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or related field
• Minimum 7 years of experience in IT Operations / Application Support / Production Support
• At least 3 years of experience in a leadership or supervisory role
• Proven experience managing L1 and L2 support teams in a multi-system or regional environment
• Strong knowledge of incident management, change management, and production support processes
• Hands-on experience in troubleshooting applications, databases, or system-related issues
• Familiarity with SQL, system integrations, or IT infrastructure is an advantage
• Experience working with cross-functional teams and external vendors
• Good communication and stakeholder management skills
• Familiarity with ITIL practices is a plus

Our Benefits

• Annual Bonus + Yearly Performance Bonus + Yearly Salary Increments
• Meal allowance + Medical Subsidy
• Group Hospitalization & Surgical and Personal Accident Insurance
• Birthday Gift etc.
• Employee activities (Annual Dinner, etc.).

We regret that only shortlisted candidates will be notified