Cloud Infrastructure - Service Operation Manager

Empowering YOU – to break new ground!

As part of the global NTT DATA Group, one of the top 5 IT service providers worldwide, we specialize in value-added SAP solutions. At NTT DATA Business Solutions, our focus is SAP Consulting, SAP Development, Managed Cloud Services, and Application Management Services (AMS) & Technology. Across the globe, we support customers in their digital transformation from start to finish.

OUR RECIPE FOR SUCCESS: DIVERSITY, OPENNESS, RESPECT, AND TOGETHERNESS.

With more than 13,000 employees from 64 nations in over 29 countries, our diverse workforce reflects our values. People are and will always be vital to our mission, playing a decisive role in everything we do.

ARE YOU READY TO BREAK NEW GROUND?

Location: Malaysia

What makes us special:

■ Team-oriented corporate culture, collaboration as equals and steady knowledge transfer

■ Family-friendliness (e.g. Childcare Center, paternity and maternity)

■ Diversity & Inclusion (e.g. various initiatives & communities)

■ Flexible working hours, part-time models, mobile working - location-independent working (e.g. home office)

■ Individually tailored onboarding program including a mentoring program and sustainable career support with our career model

■ Inhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub and certification opportunities

■ Company health benefits (e.g. Medical Insurance, Health Insurance, Optical and Dental Benefits)

Do you love challenges?

This role is mandatory to understand company vision & company value. Provide positive and harmonize support to the company management. Communicate, drive & lead by example in positive, harmonize culture and professional manner where employees feel valued.

CIS MY Service Operation Manager main role is required to provide operation support to the management, company leaders & managers to ensure daily operation delivery is smooth, improve company organizational processes and operations to ensure productivity and quality standards & leading company to be valuable.

• Coordinate and oversee the daily operations of Cloud Infrastructure Services (CIS), ensuring smooth delivery of services across all areas, including Cloud, Security, Network, Backup & Storage, and Data Center environments.
• Focus on operational priorities, escalating relevant issues to managers, especially where people-related topics arise. This role does not include direct people management.
• Govern the ticket-handling process, ensuring service level agreements (SLAs) are met and minimizing ticket escalations across various service areas.
• Provide technical support and escalation coordination for the Data Center MY Head, ensuring critical issues are addressed efficiently.
• Coach and support CIS engineers to improve service quality, providing guidance and fostering competence development within the team.
• Advise and collaborate with Service Delivery Managers (SDM), Transition Service Managers (TSM), and Technical Project Managers (TPM) on organizing activities to enhance service response times and overall project quality.
• Streamline operational processes by implementing effective methods and tools, ensuring continuous improvement.
• Oversee competence development initiatives, building a strong, knowledgeable team of service provider engineers to drive performance improvements.
• Manage cross-functional coordination, fostering collaboration between teams to ensure efficient operational delivery and resolution of technical challenges.
• Support the transition and project management teams in implementing policies, methodologies, and tools to improve the department's overall service quality.
• Provide regular updates and professional reports to the Head of CIS and other stakeholders, highlighting progress, challenges, and solutions.
• Ensure adherence to timelines and quality standards in all operations, handling special projects and assignments as directed by the Head of CIS.

Convince us with your potential!
 

• Bachelor’s degree in computer science, Information Technology, or a related field. Master's degree preferred.
• Minimum 8+ years of experience in an IT environment.
• Strong knowledge in overall Data Center, Cloud, Security, Network, Server, Storage & Backup topics.
• Good hands-on skills, excellent analytical and problem-solving capabilities.
• Able to work collaboratively with others.
• Good personality, positive mindset and independent.
• Knowledge in overall technical infrastructure element such virtualization, operating system, network, data center management and etc will be added values.
• Good command of English (written and spoken). Competence in other languages would be an advantage.
• Technical leadership on operational perspective will be main core requirements.
• Problem-solving, deadline conscious, process driven, implement process for continual improvement is insight values needed.
• Personality – customer-focused, curious, persevering, empathetic, and passionate for excellence.
• Strong English language – Written and Verbal and experience in international collaboration.
• Willing to work in Cyberjaya
• Willing to work in weekly on-call rotation.
• Able to travel when/if required.