IT Operations Manager

Company Description

ARA TechBis Sdn Bhd, established in November 2001, is a fully Malaysian-owned company with Bumiputra Status and certifications such as ISO 9001:2015 and CIDB G7. The company specializes in innovative solutions in areas like Industry 4.0 technologies, including AI, IoT, and Big Data Analytics; healthcare solutions such as RFID systems for mother-infant protection and hospital asset management; and oil & gas retail fuel automation solutions in partnership with global leaders. Additionally, ARA TechBis provides software development, advanced building security solutions, and advertising concession management for key locations like international airports within Malaysia. The company is committed to delivering advanced, scalable, and reliable solutions across multiple industries.

Role Description

This is a full-time, on-site role for an IT Operations Manager located in Petaling Jaya. The IT Operations Manager will oversee and manage all IT operations, ensuring the effective implementation and maintenance of systems and infrastructure to support the organization's goals. Key responsibilities include managing IT services, ensuring smooth operational support, handling IT-related challenges, and ensuring compliance with IT standards and best practices. The role also includes leading the technical support team, optimizing IT policies, and collaborating with other departments to improve operational efficiency.

Key Responsibilities

Operational Management

• Oversee daily operations across IT implementation, support, and development teams.
• Ensure smooth delivery of client projects and managed services.
• Develop and refine operational policies, SOPs, and workflows for all IT functions.
• Monitor SLAs, service quality, and team productivity.

Project & Service Delivery Coordination

• Work closely with Project Managers and Service Leads to track timelines and deliverables.
• Coordinate resources and scheduling for multiple ongoing IT projects.
• Assist in resolving operational bottlenecks and service escalations.

Process Improvement & Compliance

• Continuously improve internal processes for better service efficiency.
• Ensure documentation, reporting, and change management standards are met.
• Support ISO and compliance initiatives relevant to IT operations.

Client & Vendor Coordination

• Act as operational liaison between internal teams, clients, and technology partners.
• Support stakeholder communication and follow-up on key operational matters.
• Ensure clients receive timely updates and solutions.

Performance Monitoring & Reporting

• Prepare operational reports for management review.
• Track KPIs across support teams, projects, and service lines.
• Assist in operational forecasting, planning, and resource management.

Requirements

• Bachelor's Degree in IT, Computer Science, Information Systems, or equivalent.
• Minimum 5–8 years experience in IT operations, IT project coordination, IT service delivery, or similar roles.
• Strong leadership and problem-solving skills.
• Excellent communication and client coordination ability.
• Experience managing IT teams and multiple concurrent projects.
• Familiarity with ITIL processes, SLA management, or service desk operations is an added advantage.