Operations Support Lead (5 – 8 Years of overall IT experience)

Job Description

As our Operations Support Lead, you will be an integral part of a team working to apply, implement & execute the right processes and practices across the organization. 

Your duties as an Operations Support Lead include formulating processes, enhance the operational procedures, systems and principles in the areas of efficient operations, support desk, resources and securing compliance. Your primary focus is to manage and resolving the customer issues, complaints within the agreed SLA. 

Additional responsibilities may include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employee performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards. 

You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels. Expect the work environment to be challenging, fast paced, rewarding and collaborative. 


Required Skills 

  • Minimum 5-8 years’ experience as operation support lead

  • Certification in ITILv3 or relevant field is an advantage 

  • Resolve customer request and incidents 

  • Recruit, select, train, assign, schedule, coach, counsel and discipline employees 

  • Create a specific list of duties, responsibilities, qualifications, review them and prioritize what’s most important 

  • Communicate job expectations; planning, monitoring, appraising and reviewing job contributions 

  • Plan, develop, implement, review and enhance operational procedures and process workflow; enforcing policies and procedures 

  • Support the production planning process and ensure key performance indicators (KPIs) are in place and production targets are met 

  • Manage relationships with vendors 

  • Serve as primary point of contact when there are customer issues and escalation 

  • Responsible and accountable in communicating customer issues with operations team and devising ways of improving the customer experience, including resolving client problems and complaints based on SLA 

  • Maintain constant communication with management team, project team and vendors to set and/or implement policies, procedures and systems and to follow through with implementation. 

  • Communicate all operating policies and/or issues at department meetings 


You will need to be:

  • Highly responsible, self-disciplined, self-managed, self-motivated 

  • Proven work experience as Operations Manager or similar role 

  • Knowledge of organizational effectiveness and operations management 

  • Highly trained in conflict management and business negotiation processes 

  • Familiarity with business and financial principles 

  • Excellent communication skills 

  • Leadership ability 

  • Outstanding organisational skills 

  • Degree in Business, Operations Management or related field

ReGov Technologies Sdn Bhd


Formally known as GetCover Holdings Sdn Bhd.

C-7-01, Capital 3, Oasis Square,

NO.2, Jalan PJU 1A/7A, Ara Damansara,

47301, Petaling Jaya, Selangor, Malaysia.

Email : hello@regovtech.com

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