IT Network Operation Manager **General Information** Req # WD00085057 Career area: Information Technology Country/Region: Malaysia State: Selangor City: Petaling Jaya Date: Thursday, July 24, 2025 Working time: Full-time **Additional Locations** : * Malaysia - Kuala Lumpur - Kuala Lumpur * Malaysia - Selangor - Klang * Malaysia - Pulau Pinang - Butterworth * Malaysia - Pulau Pinang - George Town * Malaysia - Selangor - Petaling Jaya * Malaysia - Melaka - Melaka * Malaysia - Selangor - Selangor Darul Ehsan **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Position Overview** Experienced IT Operations Leader responsible for building and scaling mission-critical infrastructure and frontline call center support operations. You will establish ITIL-based service processes, lead a 10+ member team, drive cross-departmental collaboration, and ensure 99.9%+ system availability with seamless customer ticket resolution. This role requires expertise in technical governance, user communication, and team development. **Core Responsibilities** **1. System Building** • Design/implement ITIL v4-compliant service processes (Incident/Problem/Change/CMDB) • Establish SLA/KPI frameworks for infrastructure (Hybrid Cloud/On-prem) and business systems (ERP/CRM) • Build Lenovo overseas frontline IT support team while ensuring SLA compliance and customer experience **2. Team Management** • Oversee recruitment, training, and performance management of L1 operations engineers • Foster DevOps culture through automation (Ansible/Jenkins) • Lead 24/7 frontline support for Lenovo IaaS, network, database, and application operations **3. Operations Governance** • Drive RCA for operational-level incidents and coordinate crisis management with business units • Optimize existing user support/frontline processes • Analyze operational metrics to provide data-driven recommendations for system stability and IT configuration **4. Strategic Collaboration** • Partner with IT teams to complete annual compliance audits • Translate technical risks into business impact analysis for executive reporting **Qualification & Experience** + 8+ years in IT Network Operations (5+ years managing 10+ member teams) + Degree in IT or Networking or related discipline + Proven ITIL implementation (ITIL v3/v4 Manager/Expert certification required) + Successful team-building from scratch (hiring/development/retention) + Data analysis proficiency **Technical Skills:** + Infrastructure: Hybrid Cloud (AWS/Azure), VMware/K8s, network security, IAAS virtualization + Monitoring: Large-scale deployment experience with Dynatrace/DataDog/Splunk. **\#NOVA** **Additional Locations** : * Malaysia - Kuala Lumpur - Kuala Lumpur * Malaysia - Selangor - Klang * Malaysia - Pulau Pinang - Butterworth * Malaysia - Pulau Pinang - George Town * Malaysia - Selangor - Petaling Jaya * Malaysia - Melaka - Melaka * Malaysia - Selangor - Selangor Darul Ehsan * Malaysia * Malaysia - Kuala Lumpur , * Malaysia - Melaka , * Malaysia - Pulau Pinang , * Malaysia - Selangor * Malaysia - Kuala Lumpur - Kuala Lumpur , * Malaysia - Selangor - Klang , * Malaysia - Pulau Pinang - Butterworth , * Malaysia - Pulau Pinang - George Town , * Malaysia - Selangor - Petaling Jaya , * Malaysia - Melaka - Melaka , * Malaysia - Selangor - Selangor Darul Ehsan