Net2Source Inc. Hiring! Full Time Information Technology Infrastructure Manager in Selangor - Ricebowl

Job Summary

We are seeking a highly skilled and proactive Operations Manager – Infrastructure to lead and manage infrastructure operations in a dynamic, 24x7 environment. The ideal candidate will have strong technical acumen, proven experience in managing critical incidents (P1/P2), driving Post-Incident Reviews (PIRs), and delivering exceptional customer service. This role demands leadership in managing remote teams and working within a managed services framework.

Key Responsibilitie

• sOversee day-to-day infrastructure operations ensuring high availability and performance
• .Ensure adherence to SLAs, KPIs, and compliance standards
• .Lead and drive P1/P2 incident calls with cross-functional teams
• .Ensure timely resolution and communication to stakeholders
• .Conduct and review Post-Incident Reports (PIRs) with root cause analysis and preventive actions
• .Act as the primary point of contact for customer escalations
• .Build strong relationships with clients and internal stakeholders
• .Ensure customer satisfaction through proactive communication and service excellence
• .Manage and mentor remote and distributed teams across geographies
• .Foster a culture of accountability, collaboration, and continuous improvement
• .Work closely with service providers to ensure delivery quality and contractual compliance
• .Monitor vendor performance and drive service improvements
• .Communication both Oral and written must be @ a good standar
• dStrong Co-ordination and influencing ability to drive Incidents or BAU tasks (I.e. Updates, upgrades, etc..) to closur
• eHas experience managing/leading cross functional tea
• mHas experience or involved in user experience improvements, identifying trends and risks
• .Ability to communicate clearly with both technical and non-technical people
• .Strong technical skill set in Data Center (DC) Services, with prior hands-on working knowledg
• eKnowledge application support(optional) to understand the issues pertaining to application sid
• eExperience in handling Major Incidents along with effective stakeholder managemen
• tExperience managing or working with offshore and remote team
• sKnowledge of the CPG environment (optional
• )Good understanding of ITSM processes and related governanc

e
Preferred Technical Knowled

• geStrong understanding of IT Infrastructure domains: Servers, Storage, Networking, Cloud (AWS), Virtualization, End user computing and Service De
• skFamiliarity with ITIL processes and tools – ServiceNo
• w.Experience with monitoring tools (e.g., SolarWinds, , Dynatrace
• ).Knowledge of automation and scripting (e.g., PowerShell, Python) is a plu

s.
Experie

• nce10+ years of experience in IT Infrastructure Operations, with at least 5 years in managerial ro
• le.Proven experience in managing 24x7 operations and critical incident handli
• ng.Experience in working with remote teams and global delivery mode
• ls.Exposure to managed services environments and vendor governan

ce.Soft Ski

• llsExcellent communication and interpersonal skil
• ls.Strong analytical and problem-solving abiliti
• es.Ability to work under pressure and manage multiple prioriti
• es.Leadership and team-building capabiliti