Maybank Islamic Hiring! Full Time Banking-as-a-Service Operations Lead in Federal Territory - Ricebowl

Responsibilities:

• Incident & Support Management: Oversee the BaaS helpdesk and the end-to-end incident management lifecycle, including defining escalation paths, triaging critical system tickets, and leading post-mortem reviews for major outages.
• Platform Reliability: Track the progress of technical bug fixes, facilitate daily stand-ups with developers, maintain the bug backlog, and validate fixes before closure.
• Business Partner Engagement: Provide consistent operational updates and health reports to BaaS business partners by drafting daily/weekly status reports, leading operational review meetings, and managing partner expectations.
• Technology Partner Management: Manage technology vendor relationships, including contracts, renewals, and financial tracking, reviewing invoices, leading QBRs, and managing licenses and other vendor commitments.
• SLA Compliance: Monitor and enforce Service Level Agreements (SLAs) with all technology partners by auditing vendor performance data, calculating “service credits” for breaches, and refining SLA definitions.

Requirements:

• Bachelor’s degree in Information Technology, Business Management, or a related field. Post-graduate degree and/or relevant profession-certifications are an advantage.
• Experienced in IT Operations, Production Support, or Service Management within the banking or fintech sector.
• Leadership role in leading support teams and managing cross-functional technical workflows.
• Service Management Excellence: Expert knowledge of incident, problem, and change management frameworks.
• Financial Acumen: Ability to manage operational budgets, track OPEX, and analyse the financial impact of SLA breaches.
• Data-Driven Reporting: Experienced in using application tools to generate and manage operational KPIs
• Negotiation & Customer-Centric Mindset: Strong skills in managing vendor performance and negotiating contract renewals while maintaining a focus on the “Business Partner” perspective to ensure mutual satisfaction.