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Global IT Operations Manager

Kuala Lumpur

R-1693

Global IT Operations Manager

  • Kuala Lumpur
  • Full Time

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

What you'll do:

  • Plan, organise, control and evaluate IT operations for the L1 , L2, L3 team

  • Manage stakeholder expectations and measure client satisfaction to drive continuous performance improvement

  • Ticket issue prioritisation and management using proper tools and technologies

  • Build Subject Matter Expertise in functionalities and solution

  • Work closely with teams to troubleshoot software, hardware, or system configuration problems and identify and provide solutions

  • Effectively document client issues and update knowledge base articles and SOPs to improve solutions and processes

  • Responsible for meeting support, reporting on SLAs and support KPIs

  • Team training and management including team building, mentoring and performance management

What you'll need:

  • Minimum of Bachelor of Computer Science, or other science, technical or engineering discipline

  • Technical knowledge and experience in leading a Global Support Team is essential

  • More than 8 years of work experience in managing a Global Support Desk for a multinational company following ITIL processes

  • Experience in managing expectations, strong customer awareness is key

  • Strong analytical and business skills

  • Strong communication (in English and Mandarin), presentation, and documentation skills

  • Willingness to engage with business users and other technical teams globally

  • Ability to work with minimal supervision and on multiple tasks simultaneously

  • Excellent time management and prioritization of work tasks

  • Strong team management skills

What you’ll get:

  • An awesome team of international colleagues 

  • A rare chance to build a global travel and leisure brand with a loooong runway of opportunities ahead

  • An environment that values and supports your growth 

  • Ownership of projects with real impact

  • No boredom! Every day is a new exciting challenge 

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

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