About
Galaxy Nexus AI (GNA) is a strategic business entity within a diversified corporate group listed on Bursa Malaysia. Supported by a robust governance and business structure, the group comprises six other publicly listed companies, each contributing to key industry verticals.
GNA owned two subsidiaries—Galaxy One Network (GON) and Galaxy AIoT (GA) — driving innovation in telecommunications and next-generation technologies, including eSIM, AI, IoT, Web3, and robotic.
Job Summary/Objective:
The Senior Operations Manager is accountable for end-to-end operational execution, service reliability, and cross-functional workflow governance across the organization, ensuring that day-to-day operations scale with business growth and service commitments
This role serves as the operational control layer between Commercial, Finance, Technical, and HR functions, ensuring that workflows, handoffs, escalations, and service-level commitments are clearly governed. The incumbent will drive process standardization, SLA governance, and workflow automation to improve operational efficiency, scalability, and execution discipline.
The role is critical in supporting the company's growth, platform scalability across eSIM and IoT, and IPO readiness by establishing a structured, data-driven, automation-first operating model with clear ownership, measurable service performance, and disciplined execution governance.
Key Responsibility:
- Oversee NOC operations on behalf of the Group Chief Operations Officer (GCOO), ensuring disciplined service monitoring, incident triage, escalation coordination, resolution tracking, and service continuity across all operational shifts.
- Safeguard service uptime, system stability, and SLA compliance by monitoring service performance, identifying recurring operational risks, escalating root causes, and ensuring corrective actions are completed.
- Govern cross-functional workflows across Commercial, Finance, Technical, and HR functions by defining handoffs, ownership, escalation paths, service commitments, and execution checkpoints.
- Establish and enforce operational SOPs for daily activities, escalations, incident handling, and cross-functional coordination to ensure consistent execution discipline across the operations environment.
- Drive workflow automation and system integration initiatives that improve operational control, real-time visibility, exception tracking, and scalable execution across NOC, platform, and cross-functional workflows.
- Represent the GCOO in platform operations discussions with Engineering and Platform teams, translating platform performance issues, technical dependencies, and readiness gaps into clear operational actions.
- Track operational KPIs, incident trends, platform performance indicators, and service quality metrics to provide the GCOO with clear visibility into risks, bottlenecks, corrective actions, and continuous improvement priorities.
Requirement & Qualifications:
- 8–12 years of experience in operations, NOC oversight, telecommunications, platform operations, or technology-driven service environments.
- Proven experience managing cross-functional workflows across Commercial, Finance, Technical, and HR functions, including handoffs, escalation paths, and execution checkpoints.
- Strong capability in process design, SOP standardization, operational governance, and workflow optimization across daily operations, escalations, and incident handling.
- Hands-on experience with workflow automation, system integration, operational dashboards, exception tracking, process digitization, and workflow management platforms such as monday.com, Asana, Trello, or equivalent tools.
- Familiarity with operational tools, including ticketing systems, NOC monitoring platforms, CRM, billing systems, incident dashboards, and SLA reporting tools.
- Ability to work with Engineering and Platform teams to translate platform performance issues, technical dependencies, and business requirements into clear operational workflows and follow-up actions.
- Advanced use of AI tools such as Microsoft Copilot, Qoder Work, ChatGPT Codex, Claude, or equivalent platforms to improve workflow execution, documentation quality, operational analysis, automation design, and productivity.
- Strong problem-solving, analytical thinking, incident review, root-cause follow-up, and execution skills.
- High ownership mindset, structured operating rhythm, and ability to act as the GCOO's operational representative in a lean, fast-paced environment.
