Executive - IT Operations & Support (IT Service Monitoring)

Malaysia, Asia Pacific

Technology

Full-Time

2025-05-27

2025-06-09

Bachelor’s Degree

ESSENTIAL POSITION FUNCTIONS

Assist ITOC in complaints and requests from various Operation Centers such as AOCC, SOC, FOC, EOC and other airport operation centers including Airports Managers.
Responsible to analyze all incidents and coming up with a monthly incident report.
Advise manager and OCDM in terms of operation performance, technical and personnel performance.
Monitor, manage and provide technical assistance on all ITOC-related systems.
Build good relationship with all units and customers of IT Division to ensure all communications and activities are delivered effectively and all issues resolved diplomatically.
To assist in planning and organizing shift manpower strength headcount with other shifts and Operation Centre Support.
Creating problem records and linking the incidents/requests to problems.
To monitor the dashboard 24 by 7 and to ensure the operation is on track and functioning accordingly.
Participate in problem-solving when needed to meet trouble report levels.
Looking into complaints and request from customers pertaining to the overall performance.
Being on 24 by7 standby for breakdowns and issues.
To assist Operation Center performance study and tuning to ensure the continuous improvement.
Participate in meetings and events with customers when instructed (internal & external).
Attend operations meetings when required by superior.
To perform analysis based on system data.

Key Challenges

To have Information Technology Infrastructure Library(ITIL) certification is an advantage
Strong problem solving skill
To have strong communication skills and good public relation
To be able to communicate with customer and management effectively
To have positive attitude
Do have customer focus mindset
To able to organize work within various parties

EXTERNAL

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