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IT Operations Senior Manager

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00642847


- Job description

The Role of Ops lead is to deliver data center technology towers. Datacenter optimization, Storage transformation, server optimization and database optimization. To manage all towers including Network, Systems, Storage and backup. Assess and provide technical help and management support to all domains. Work closely with client.
Job Descriptions:
  • Work with customer and define, develop and deliver key results in Systems, storage and network. Define processes (SOP) for all the said domains.
  •  Manage a 24x7 team for the following
    • Datacenter optimization
    • Storage Transformation – Strategy planning and design
    • Data protection planning and feasibility
    • Server optimization strategy planning and design
    • Platform assessments and migration planning services
  • Manage SLA for service requests and incidents.
  • Manage and provide support for MIM (Major incident management).
  • Report and Manage KPI.
  • Accountable for all critical outages. Drive all critical outages to resolution in the quickest time possible.
  • Monitor Major Incident communication and coordination processes, involving all Third-Party Contractors and to the client
  • Resolve disputes regarding incident priority through agreement of the parties where possible
  • Put in a process to monitor overall ticket volumes and performance and audit ticket quality.
  • Facilitate Risk Tracking, identify and/or tracker identified risks and present to customer.
  • Drive improvements identification and where possible agree with customer on domain specific for both technical and process.
  • Consistently liaise with different towers in business units to share findings, best practices with an intension to improve SM efficiency.
  • Coach and mentor the team for improved effectiveness.
  • 15+ years of experience in IT datacenter operations.
  • Must be able to write and communicate effectively in Mandarin.
  • Broad technical knowledge in data center technologies.
  • High level knowledge on DC architecture, designs.
  • Knowledge of tools, techniques and process for: data center consolidation, rationalization and virtualization
  • Customer Service focused.
  • Ability to put self in the customer's shoes and never lose sight of how end users think, react and could be impacted.
  • Experience in multivendor support environment – Cisco, Checkpoint, EMC, IBM, HP, Netapp.
  • Understanding of IT infrastructure layers, components and their interconnections. Need to know how a Datacenter operates with foundation skills on Networks, storage and systems.
  • Excellent probing, problem solving & analytical skills.
  • A pro-active mindset in order for early determination of risks and gaps in daily operations and plan, design, and implement suitable solutions.
  • Proficient in Continuous improvement activities, ability to drive continuous improvement activities through-out the organization.
  • Strong customer interaction and stakeholder management skills.
  • Flexible and adaptable, able to work in ambiguous situations. Extensive experience in Conflict Management.
  • Strong people enablement & coordination skills.
  • Experience in infrastructure project transitions.


Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
“If you choose to apply for this role, please note the special circumstances relating to the collection, use and disclosure of your personal data.
In addition to the “Consent and Acknowledgment – Personal Data” terms and conditions set out in Accenture’s Taleo webpage, if you apply for this role, we will be sharing your personal data with our client. While Accenture is the hiring entity, all candidates hired for this role will be working on Accenture’s project with the client (“Project”). As the client is separately hiring for this Project, your personal data will be shared with the client for the recruitment purposes of either party. Accenture and the client remain separate entities and all recruitment decisions are made independently and separately.
By choosing to submit your CV and/or application for this role, you agree that Accenture can collect, use and disclose your personal data in the manner set out above.”

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