Section Head of IT Operations & Services

Genting Malaysia Berhad

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.

With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world.  The plaza also features a state-of-the-art cable car system, which connects SkyAvenue to the mid-hill Genting Highlands Premium Outlets, carrying up to 3,600 passengers per hour per way.

If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Job Overview: 
This leadership position is responsible for overseeing and managing a diverse range of IT roles, including Service Desk, Client Support, Access Management, Asset Management, IT Operations & Service Assurance. The Section Head of IT Support & Services ensures the efficient operation and alignment of these areas with the organization's overall objectives, fostering a culture of continuous improvement and customer satisfaction.
 

Key Responsibilities:
•    Leadership & Management: Provide strategic direction and leadership to the IT support and services teams, ensuring that all functions are aligned with business goals and objectives. Foster a positive work environment that promotes collaboration, innovation, and professional development.

•    Service Desk Management: Oversee the Service Desk operations to ensure that end-user issues and requests are resolved promptly and effectively. Implement and maintain processes to track and report on service performance metrics.

•    Client Support: Ensure that all client support services meet or exceed customer expectations, including on-site and remote support. Develop and implement strategies to enhance customer satisfaction and service delivery.

•    Access Management: Manage and enforce access controls across the organization’s IT systems, ensuring that access rights are granted appropriately and securely. Monitor and audit access management processes to prevent unauthorized access and ensure compliance with security policies.

•    Asset Management: Oversee the lifecycle management of IT assets, including procurement, deployment, tracking, and decommissioning. Ensure that asset management practices align with financial and operational requirements.

•    IT Operations & Service Assurance: Ensure the reliability and availability of IT services by overseeing daily operations, maintenance activities, and incident management. Develop and implement operational procedures that enhance efficiency and minimize downtime.
 

 Job Requirements:
•    Bachelor’s degree in Computer Science, Information Technology, or a related field.

•    A minimum of 10 years of experience in IT support roles, with at least 5 years in a management capacity.

•    Proven expertise in technical management, information analysis, and familiarity with a wide range of computer hardware/software systems.

•    Demonstrated ability to manage and lead diverse IT teams, fostering collaboration and driving results in a dynamic environment.

•    Strong problem-solving aptitude and analytical skills, with a resourceful approach to addressing complex IT challenges.

•    Ability to prioritize and manage multiple tasks in a fast-paced, high-pressure environment.

•    Excellent communication and interpersonal skills, with the ability to collaborate effectively with various teams and departments.

•    Capacity to remain calm and think logically under pressure, particularly in challenging or crisis situations.

•    The candidate should understand the ITIL framework for managing IT services, including practices such as incident management, change management, problem management, service design, and continual service improvement.

•    Experience with ISMS: 27001 & PCI DSS standard for establishing, implementing, maintaining, and continually improving will be considered an added advantage.

•    Experience with Microsoft 365 (M365), PowerApps, and Power BI will also be considered an added advantage.
 

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!