Assistant Operation Manager

1. Position Summary

The Assistant Operation Manager (Infrastructure) oversees the day‑to‑day operations of the IT Infrastructure Support Services (ISS) team, ensuring the stability, availability, and reliability of the organization’s systems, networks, and infrastructure. This role manages a 24x7x365 support environment, leads a team of IT professionals, and ensures adherence to IT policies, compliance standards, and service-level commitments. The manager is responsible for driving operational excellence, managing vendors, improving support processes, and aligning IT services with business needs while fostering strong stakeholder and client relationships.

2. Key Responsibilities

Key Responsibilities of Assistant Operation Manager for ISS:

•Assist in leading and managing the daily operations of the IT Infrastructure Support Services (ISS) team to ensure stable, reliable, and high-availability infrastructure.

•Help to plan, organize, and oversee IT operations, ensuring 24x7x365 support readiness for systems, networks, and critical applications.

•Ensure team will develop, implement, and maintain IT support policies, procedures, and operational processes to improve efficiency and service quality.

•Monitor team performance to meet SLA and service objectives, driving accountability and continuous improvement.

•Manage vendors and service providers to ensure high-quality delivery aligned with organizational needs.

•Work closely with clients and internal stakeholders to ensure IT operations align with business requirements and expectations.

•May need to participate in regular performance, incident, and service review meetings with clients.

•Ensure compliance with audit requirements, ISO standards, IT policies, and regulatory expectations.

•Provide leadership, guidance, coaching, and support to IT professionals within the ISS team.

•Stay updated on industry trends and emerging technologies to enhance managed services operations.

FOR INTERNAL USE ONLY

FOR INTERNAL USE ONLY Page 2 of 3

•Foster strong working relationships through clear communication, collaboration, and customer service excellence.

3. People Leadership (Include Only for Senior / Lead Roles)

Advanced Skills:

•Team Leadership & Direction

•Coaching & Talent Development

•Performance Management

•Communication & Influence

•Decision-Making & Accountability

•Collaboration & Relationship Building

•Conflict Resolution

•Change Leadership

•Emotional Intelligence (EQ)

•Customer-Centric Mindset

Certifications:

4. Required Qualifications

Education: Bachelor in Computer Science/Information Technology or related discipline

•Good written and verbal communication skills in English, Mandarin and Cantonese is a plus.

Years of Experience:

•>7 Years of relevant working experience in IT Infrastructure Operations Management or IT Managed Services Operations Management

•>3 Years of relevant working experience in people management

Technical Stack:

•Technical proficiency and knowledge in IT Infrastructures like Wintel, Unix, Linux, Backup, Storage, DB, Network, Security and etc.

•Experienced in ITSM tools.

Core Competencies:

•Excellent problem-solving skills and attention to detail.

•Strong communication skills with the ability to collaborate across teams.

•Strong leadership skills to effectively manage a team of IT professionals and drive performance.

•Driven and able to multi-task, strong time management skills and strong team player

5. Preferred Qualifications (Nice to have)

Advanced Skills:

Certifications:

•Various IT infrastructure technology certifications

•ITIL foundation v4

•ITIL specialist v4 certification is a plus

FOR INTERNAL USE ONLY

FOR INTERNAL USE ONLY Page 3 of 3

Industry Experience:

6. Working Conditions

Schedule:

•Standard office hours working hours with possibility of weekend standbys.

Travel: None

Physical Requirements: None