Neuron Solutions Hiring! Full Time Data Centre System Operation Manager - ITSM (Johor) in Johor - Ricebowl

The Operations Manager leads a team of Shift Leads and L1 Operations Engineers, owns service

management and ITSM maturity, drives vendor and customer operational relationships, and

ensures the organization operates as a predictable, scalable, and audit-ready service provider.

KEY RESPONSIBILITIES

Operations Leadership & Service Ownership

• Lead, manage, and develop a team of approximately 12 operations staff (Shift Leads and L1 Engineers).
• Own day-to-day service delivery for GPU infrastructure and supporting platforms.
• Be accountable for customer-facing SLA performance.
• Establish a culture of operational excellence, accountability, and ownership.
• Ensure operations are executed consistently across all shifts.

Incident, SLA & Service Governance

• Own incident management, major incident management, change management, and problem management processes.
• Ensure correct incident prioritization, escalation, and resolution.
• Track SLA performance and breach risk, and drive mitigation actions.
• Lead post-incident reviews and corrective action tracking.
• Ensure shift handovers, on-call coverage, and escalation models are robust.

ITSM, Automation & Operational Visibility

• Own Jira Service Management operating model.
• Define and enforce ticket lifecycle standards and data quality.
• Drive automation of workflows, approvals, and notifications.
• Define and maintain operational dashboards for leadership visibility.
• Ensure ITSM data is accurate and reliable.

Customer, Vendor, & Compliance

• Act as primary operational contact for customers on service-related matters.
• Drive professional, timely, and transparent customer communication.
• Own operational engagement with GPU, fabric, rack, and DC facility vendors.
• Track vendor SLA performance and lead escalations.
• Ensure operations meet ISO / SOC and internal compliance requirements.
• Own operational risk register and mitigation plans

DESIRED QUALIFICATION AND SKILLS

• Bachelor’s degree in Computer Science, Information Technology, Electrical Engineering, or a related field. Equivalent practical experience will be considered.
• 10+ years of experience in IT infrastructure or data center operations.
• 5+ years leading operations teams in 24x7 environments.
• Strong ITSM and service management background.
• Experience owning SLAs and service delivery.
• Experience with Jira Service Management or similar.
• Familiarity with GPU platforms AI / HPC environments.
• Proven experience designing, documenting, and implementing operational processes, SOPs, runbooks, and operational policies.
• Strong people leadership, communication, and stakeholder management skills