Key Responsibilities: Availability & Capacity Management:
Ensure all public cloud services meet agreed availability and capacity targets, proactively identifying and mitigating risks to service performance.
- Analyze service and component availability, reliability, maintainability, and serviceability; implement disaster recovery and conduct recovery testing.
- Monitor and report on service health, usage trends, and capacity forecasts, making recommendations for scaling or optimization.
- Collaborate with architecture, engineering, and operations teams to ensure infrastructure supports current and future business demands.
Continual Service Improvement:
- Own and communicate the CSI vision across IT and business units, driving a culture of continuous improvement.
- Identify, prioritize, and implement process improvements using data-driven methods and lessons learned from past incidents and service reviews.
- Develop, maintain, and govern the CSI policy and framework, ensuring a consistent approach to improvement initiatives.
- Lead root cause analysis and trend reviews to address recurring issues and enhance service quality.
Stakeholder Engagement & Governance:
Work with service owners, process managers, and business stakeholders to align improvement plans with organizational objectives.
- Provide regular, transparent reporting on service maturity, availability, capacity, and improvement outcomes to senior management.
- Ensure appropriate governance, transparency, and accountability for all improvement initiatives and capacity planning activities.
Team Leadership & Collaboration:
- Mentor and develop a high-performing service management team, fostering expertise in public cloud and ITSM best practices.
- Liaise with external vendors and partners to ensure service continuity, capacity, and continual improvement.
Qualifications:
Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
- Minimum 15 years of hands-on experience in IT service management, with a strong focus on public cloud (AWS, Azure, Ali Baba Cloud and/or GCP) implementation, support, and project delivery.
- Demonstrated expertise in availability and capacity management, continual service improvement, and ITSM process optimization in large-scale environments.
- ITIL certification (preferably Expert or Master) and familiarity with quality management frameworks.
- Proven experience leading cross-functional teams and managing complex, multi-vendor environments.
Preferred Skills:
- Deep understanding of public cloud platforms and their operational models (AWS, Azure, Ali Baba Cloud and/or GCP).
- Advanced knowledge of ITSM tools, monitoring, and reporting solutions.
- Strong analytical and quantitative skills for capacity forecasting, root cause analysis, and trend identification.
- Excellent communication, stakeholder management, and presentation abilities. Ability to drive process innovation and deliver measurable improvements in service quality and efficiency.
- Experience with automation and tooling to support availability, capacity, and CSI processes.
- Strong leadership, mentoring, and team development skills
Job Types: Full-time, Permanent
Pay: RM8,000.00 - RM15,000.00 per month
Benefits:
- Health insurance
Schedule:
- Monday to Friday
Work Location: In person
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