Technical Operations Manager

At Landis+Gyr, we're helping shape the future of energy-making it more intelligent, resilient, and sustainable.

As a global energy technology leader, we're accelerating the energy evolution through purposeful innovation and trusted partnerships. Trusted by more than 2,000 utilities worldwide, our intelligent solutions connect devices, data, and decisions across the grid, helping customers modernize infrastructure, optimize operations, and deliver energy that is more reliable, resilient, accessible, safe, and sustainable.

Behind every solution is a team of approximately 3,300 employees across more than 40 countries who are passionate about solving complex challenges, driving innovation, and making a meaningful impact for our utility customers and the communities they serve.

Join Team Green and help shape the future of intelligent energy.

About the Role

The APAC Technical Operations Manager is responsible for end-to-end service operations delivery and technical ownership across allocated APAC customer environments.

The role combines:

• Operational execution (cloud, infrastructure, service operations)

• Service governance (ITIL, change, incident, reporting)

• Customer accountability (delivery, defects, escalation management)

This position plays a key role in ensuring reliable service delivery, strong operational discipline, and scalable support through effective use of Infrastructure teams and GDC capabilities.

Areas of Responsibility / Tasks:

1. ITIL Process Ownership

• Own ITIL processes:

• Incident

• Change

• Configuration

• Availability

• Ensure adherence to standard operating procedures and governance controls

• Drive continuous service improvement initiatives, including:

• monitoring maturity

• automation opportunities

• process optimisation

• Define and enforce process compliance, KPIs, and report to APAC stakeholders and customers.

2. Customer & Service Operations

• Act as primary technical operations owner for assigned APAC customers

• Own customer service performance, including:

• SLA adherence

• incident response and recovery

• operational delivery outcomes

• Lead customer communications for:

• incidents and outages

• service reviews

• ongoing operational updates

• Drive customer satisfaction and operational confidence

3. Cloud & Infrastructure Operations

• Own delivery of infrastructure operations, including:

• Azure / GCP environments

• network and firewall changes

• DR and HSM ownership

• Accountable for:

• environment builds and releases

• patching and maintenance

• capacity planning and performance optimisation

• Responsible for

• APAC Cloud Operation achieving SLA , coordination with customer and program teams

• Coordinate execution with:

• Solution and Software Implementation

• Cloud Operations team

• L2/L3 support

• GDC operations and CoEs

4. Change Governance & CAB Participation

• Own Change Management process across environments

• Chair / contribute to weekly CAB

• Approve and govern changes via ServiceNow ensuring:

• risk assessment

• rollback planning

• business impact clarity

• Ensure high change success rate and operational stability

5. Incident, Escalation & Problem Management

• Oversee Major Incident Management (P1/P2) including:

• war room escalation

• stakeholder communication (as required)

• resolution oversight

• Own escalation management across L1/L2/L3 and GDC teams

• Ensure delivery of:

• Post Incident Reviews (PIRs)

• Root Cause Analysis (RCA)

• remediation and preventative actions

• Track and drive closure of repeat incidents and systemic issues

6.Defect, Release & Customer Backlog Management

• Own customer defect lifecycle, including:

• tracking

• prioritisation

• resolution

• customer updates

• Ensure alignment of:

• defects

• enhancements

• delivery priorities

• Track and drive delivery of customer priorities into future releases

• Drive continuous improvement in customer testing and release readiness

7. Reporting & Continuous Improvement

• Own reporting across:

• SLA / KPI performance

• incident and change metrics

• service health trends

• Provide clear operational visibility to leadership and customers

• Own cost management for assigned environments

• Identify and proactively manage:

• delivery risks

• operational inefficiencies

Desired Skills/Competencies

Expertise in

• cloud platforms (Azure/GCP)

Strong knowledge of:

• Cloud platforms (Azure / GCP)

• Infrastructure (network, compute, storage, DB)

• Monitoring and observability

• L+G Products and Solutions (HES, MDM, Tools)

• ITIL framework

Experience with:

• ServiceNow ITSM

• Enterprise platforms (HES, MDM)

Leadership & Functional Skills

• Strong incident and crisis management capabilities

• Excellent stakeholder and customer communication skills

• Proven ability to manage cross-functional global teams

• Data-driven decision making and problem-solving

• Strong process governance and operational excellence mindset

Behavioral Competencies

• Strong analytical skills, attention to detail and excellent problem solving/troubleshooting skills

• Excellent verbal and written communications skills

• Highly driven, positive attitude, team player, self-learning, self-motivating and flexibility

• Strong customer focus

• Flair for creativity and innovation

Qualifications and Additional Requirements

• Relevant tertiary qualification - B. E, B. Tech, M. E, M. Tech

• 11-15 years in Customer operations / service delivery

• 5+ years in technical operations or ITSM leadership roles

• Experience managing global customers and APAC operations preferred

Why Join Us?

At Landis+Gyr, you’ll be part of a mission-driven company shaping a more sustainable energy future. We empower our people to grow and thrive in a diverse, inclusive, and innovative environment.

What we offer:

• Competitive salary and region-specific benefits.

• Comprehensive development programs including mentorship and training.

• A global culture that values collaboration, innovation, and continuous learning.

Join us and help create a smarter, greener tomorrow.

Ready to Apply:

• Take the next step in your career with Landis+Gyr. Apply now to be part of a company making a lasting impact in energy management.

• Submit your resume via the ‘Apply’ link or visit our careers page: https://careers.landisgyr.com/

  Please ensure all questions in the application are completed.

• Applications will be reviewed on a rolling basis, and interviews may commence before the closing date.

We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We're committed to shaping a better future for everyone. Join Team Green and be part of what's next in energy. #TeamGreen