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Lead, ITSM Operations

Date:  22 Jun 2024

Kuala Lumpur

Company:  StarHub Ltd

Enterprise Architect and ITSM Manager - Kuala Lumpur, Malaysia

Lead, ITSM Operations
Location: Kuala Lumpur, Malaysia

Reports to: Head of IT Services Management

Position Overview:

We are seeking a dynamic and experienced professional for the hands-on role of ITSM Operations Lead. The successful candidate will be responsible for executing IT Service Management (ITSM) operations and ensuring 24x7 support. This role requires strong hands-on technical skills, a collaborative mindset, and the ability to work effectively with our vendor partners.

Key Responsibilities:
1. IT Service Management (ITSM), Production Stability & ServiceNow Support:
- Provide hands-on leadership for major incident management, offering 24x7 on-call support, and ensuring swift resolution of incidents within agreed SLAs to minimize or avoid business impact.
- Maintain world-class 24x7x365 systems availability and performance through effective incident, release, and service level management processes, clear executive communications, and service recovery activities.
2. Cross-Functional Collaboration:
- Foster strong relationships with cross-functional teams to promote collaboration and alignment on ITSM initiatives.
- Engage with vendors and third-party providers to manage relationships and ensure the delivery of high-quality services and solutions.
- Collaborate with cross-functional teams to implement automation, monitoring, and incident response mechanisms aligned with industry best practices.
3. DevSecOps/SRE Adoption & Continual Service Improvement:
- Drive the adoption of best practices in DevSecOps and SRE to enhance service reliability, scalability, and security within our IT service management processes.
- Support reviews of incident and problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service-impacting events.
- Support the implementation of service management and reporting tools, including the analysis and administration of service level management tools to understand key performance indicators for service delivery.
- Enable continual service improvement through the effective use of metrics and key performance indicators.
- Demonstrate knowledge or exposure to SRE best practices and/or implementation.


- Degree in Information Technology, Computer Science, or a related field.
- Minimum 5 years of experience in ITSM.
- Strong hands-on experience with ITSM processes and tools, with a preference for ServiceNow.
- Excellent communication, presentation, and people skills.
- Experience in implementing cross-functional process improvements and delivering results.
- Proven ability to collaborate with cross-functional teams and manage vendor relationships effectively.
- Certification in ITIL or related disciplines is a plus.

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