It Operation Manager

• Lead and oversee end-to-end IT and on-site support operations, ensuring business objectives, service targets, and SLAs are consistently met.
• Manage daily operations in a contact center environment, covering both business processes and technical workflows.
• Monitor and resolve service issues, including incident management, escalation, and resource coordination.
• Continuously improve operational processes, efficiency, and service quality.
• Proactively identify operational risks and gaps, and implement appropriate controls and processes to support business stability and continuity.
• Collaborate with internal teams, including Service, Network, Security, Infrastructure, and Development, as well as external vendors, to ensure seamless service delivery.
• Lead and develop the team, providing guidance and coaching to support engineers while promoting knowledge sharing and best practices.
• Ensure solutions, SOPs, and known errors are properly documented to improve first-call resolution and reduce recurring incidents.
• Ensure compliance with IT policies, security standards, and applicable requirements, including ISO 27001, PDPA, and PCI-DSS.
• Support internal and external audits, as well as Business Continuity Planning (BCP) activities.
• Coordinate and support strategic initiatives, regional projects, and cross-functional projects as assigned by senior management.
• Communicate operational updates, key issues, and performance results to management, ensuring alignment between business objectives and operational delivery.

Qualifications

• Education: Bachelor’s degree or higher in Business Administration, Management, or a related field.
• Experience: At least 8–10 years of experience in SI Operations and Project Management, with a proven track record in a leadership role.
• Technical Skills: Strong understanding of enterprise IT services, operational architectures, and the project lifecycle.
• English Proficiency: Good command of spoken and written English, with the ability to communicate and coordinate effectively with regional teams.
• Communication Skills: Excellent communication and presentation skills, with the ability to establish professional credibility quickly.
• Personal Attributes: Proactive, decisive, dedicated, and detail-oriented, with a strong leadership mindset and full ownership of results.