Technical Operations Manager

Technical Operations Manager

The APAC Technical Operations Manager is responsible for end-to-end service operations delivery and technical ownership across allocated APAC customer environments.

The role combines:

• Operational execution (cloud, infrastructure, service operations)
• Service governance (ITIL, change, incident, reporting)
• Customer accountability (delivery, defects, escalation management)

This position plays a key role in ensuring reliable service delivery, strong operational discipline, and scalable support through effective use of Infrastructure teams and GDC capabilities.

Areas of Responsibility / Tasks

1. ITIL Process Ownership

• Own ITIL processes: Incident
• Change
• Configuration
• Availability
• Ensure adherence to standard operating procedures and governance controls
• Drive continuous service improvement initiatives, including monitoring maturity, automation opportunities, and process optimisation
• Define and enforce process compliance, KPIs, and report to APAC stakeholders and customers

2. Customer & Service Operations

• Act as primary technical operations owner for assigned APAC customers
• Own customer service performance, including SLA adherence, incident response and recovery, operational delivery outcomes
• Lead customer communications for incidents and outages, service reviews, and ongoing operational updates
• Drive customer satisfaction and operational confidence

3. Cloud & Infrastructure Operations

• Own delivery of infrastructure operations, including Azure / GCP environments
• Network and firewall changes
• DR and HSM ownership
• Environment builds and releases
• Patching and maintenance
• Capacity planning and performance optimisation
• APAC Cloud Operation achieving SLA, coordination with customer and program teams
• Coordinate execution with: Solution and Software Implementation
• Cloud Operations team
• L2/L3 support
• GDC operations and CoEs

4. Change Governance & CAB Participation

• Own Change Management process across environments
• Chair / contribute to weekly CAB
• Approve and govern changes via ServiceNow ensuring: risk assessment, rollback planning, business impact clarity
• Ensure high change success rate and operational stability

5. Incident, Escalation & Problem Management

• Oversee Major Incident Management (P1/P2) including war room escalation, stakeholder communication (as required), resolution oversight
• Own escalation management across L1/L2/L3 and GDC teams
• Ensure delivery of PIRs, RCA, remediation and preventative actions
• Track and drive closure of repeat incidents and systemic issues

6. Defect, Release & Customer Backlog Management

• Own customer defect lifecycle, including: tracking, prioritisation, resolution, customer updates
• Ensure alignment of: defects, enhancements, delivery priorities
• Track and drive delivery of customer priorities into future releases
• Drive continuous improvement in customer testing and release readiness

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.