Senior Manager - IT (IT Operation Support)

Job Description

POSITION GENERAL SUMMARY



Accountable for the operational integrity, availability, and performance of all IT systems and infrastructure supporting airport operations across Terminal 1, Terminal 2, other airports, and subsidiary companies.

This role oversees the IT Service Desk, IT Operations Center (ITOC), and Service Management functions, ensuring IT services meet business, safety, and regulatory requirements in line with ITIL best practices.



ESSENTIAL POSITION FUNCTIONS



IT Operations & Service Delivery

• Oversee all IT operational support functions including:
  
  
  
  • IT Service Desk (Level 1 & 2 support) for user requests, incidents, and service fulfillment.
  
  
  • IT Operations Center (ITOC) for real-time monitoring of critical infrastructure, applications, and networks.
  
  
  • Service Management Office (SMO) for governance, reporting, and continuous improvement of IT services.
  
  
  • Ensure high system availability and performance across Terminal 1, Terminal 2, other airports, and subsidiaries.
  
  
  • Manage IT operations related to airport-specific systems such as Flight Information Display System (FIDS), Baggage Handling System (BHS), Common Use Terminal Equipment (CUTE), AODB, and Security Access Control Systems.
  
  
  
  

ITIL Process Implementation & Continuous Improvement

• Lead implementation and maturity of ITIL processes including:
  
  
  
  • Incident & Problem Management – rapid resolution and root-cause analysis to prevent recurrence.
  
  
  • Change & Release Management – controlled deployment minimizing operational risk.
  
  
  • Service Level Management – define, monitor, and report on SLAs and KPIs.
  
  
  • Availability & Capacity Management – ensure systems meet agreed performance targets.
  
  
  • IT Service Continuity Management (ITSCM) – maintain and test disaster recovery and business continuity plans.
  
  
  • Drive continuous service improvement (CSI) initiatives through trend analysis, automation, and feedback loops.
  
  
  
  

Governance, Compliance & Strategic Alignment

• Translate corporate IT strategies into operational and maintenance plans aligned with business and safety priorities.


• Establish standardized IT operations policies, procedures, and work instructions in compliance with ITIL, ISO/IEC 20000, ISO 27001, and other regulatory frameworks.


• Ensure compliance with aviation authority requirements, cybersecurity mandates, and internal governance directives.

Stakeholder & Vendor Management

• Collaborate with airport business units, airlines, and regulatory stakeholders to ensure IT services meet operational needs.


• Manage vendor and service provider performance through well-defined contracts and SLAs.


• Coordinate maintenance windows, upgrades, and testing with internal and external partners to minimize service disruptions.

Leadership & People Development

• Lead, mentor, and develop the IT Operations Support, Service Desk, and ITOC teams to achieve operational excellence.


• Establish clear roles, responsibilities, and training programs to enhance ITIL and technical competencies.


• Foster a culture of accountability, customer focus, and proactive service improvement across the operations function.

Reporting & Performance Measurement

• Produce operational dashboards and management reports covering system uptime, incidents, SLA compliance, and service trends.


• Conduct service reviews with stakeholders and initiate corrective action plans as needed.


• Manage operational budgets, resource planning, and cost

Key Challenges

Legacy Infrastructure and Tooling Modernization

• Managing the coexistence of aging systems and new digital platforms across multiple airport terminals and subsidiaries.


• Transitioning from fragmented monitoring and manual operations to integrated, automated, and AI-assisted observability (AIOps) platforms.

Reactive to Proactive Operational Shift

• Embedding a culture of proactive problem prevention rather than reactive incident handling.


• Implementing predictive analytics and automation to identify potential failures before they impact airport operations.

Complex Multi-Stakeholder Environment

• Coordinating IT operations across diverse systems, business units, and partners (airlines, ground handlers, regulators) with differing priorities and service expectations.


• Balancing service uniformity across Terminal 1, Terminal 2, other airports, and subsidiaries while respecting local operational nuances.

24/7 Critical Service Continuity

• Maintaining uninterrupted IT services that directly impact airport safety, passenger experience, and operational efficiency.


• Ensuring redundancy, resilience, and recovery readiness under stringent regulatory and operational conditions.

Governance, Compliance, and Integration

• Ensuring that modernization aligns with IT governance, cybersecurity mandates, and airport regulatory standards.


• Integrating new monitoring, service management, and AIOps platforms seamlessly with existing enterprise systems and ITSM tools.

Skills

• Communication


• Planning


• IT Operation Experience & Project Management


• IT Standards & Operation


• Maintenance & Best Practice.

Education

• Bachelor's Degree in Computer Science or Inforrmation Technology.


• Master Degree would be an added advantage.

Relevant Industries

• Degree with minimum 7 years relevant experience.

Unique Requirement

• ITIL certified or BEng (Electronic & Communication) or equivalent.

Additional Information

Open for Malaysian citizens only.

Please be reminded that only online applications will be entertained.

Applications should reach us by 10 June 2026.

Only the shortlisted candidate will be notified.