Operations Manager

• Oversee daily onsite support operations and service delivery
• Manage operational performance, SLA, and service quality
• Lead and coordinate onsite engineers, team leads, and project teams
• Collaborate with Network, Infrastructure, Security, and Development teams
• Handle escalation management and major incident coordination
• Identify operational risks and implement improvement plans
• Ensure compliance with security standards and company policies
• Support customer communication and maintain strong client relationships
• Drive process improvement, documentation, and operational best practices
• Support audit, compliance, and business continuity activities

Qualifications

• Bachelor’s degree in IT, Business Administration, Management, or related fields
• Minimum 8–10 years of experience in SI Operations, IT Support Operations, or Service Delivery Management
• Strong understanding of enterprise IT infrastructure and operational workflows
• Experience managing onsite support teams and customer-facing operations
• Familiar with SLA management, incident management, and escalation handling
• Knowledge of IT Security and compliance standards such as ISO27001, PDPA, or PCI-DSS is an advantage
• Strong leadership, communication, and problem-solving skills
• Able to work under pressure and manage multiple priorities

1. Experience in System Integration (SI) business
2. Knowledge of Contact Center environments
3. Experience handling enterprise customers and regional projects
4. Strong stakeholder and vendor management skills

Skills