Senior Manager, IT Service Operation
IT Infrastructure and Operations

Senior Manager, IT Service Operation

  • Reporting to: Head of IT Infrastructure and Operations
  • Location: Head Office
  • Closing Date: 30/09/2026
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Duties and Responsibilities

A. Service Operation Leadership

  • Provide unified leadership and direction across ITSM, NOC, and Application Support (L1), ensuring one accountable chain of command for all operational incidents, including payment-system incidents.
  • Design, implement, and continuously improve the 24×7 shift model for Application Support and NOC, including shift rosters, on-call arrangements, handover protocols, and cross-team coverage to guarantee no single point of failure in overnight coverage.
  • Establish and enforce Operational Level Agreements (OLAs) with L2/L3 resolver groups (Application Development, Infrastructure, and external vendors) covering BaaS, mobile banking, internet banking, and payment applications, with defined response and escalation SLAs.

 B. Incident, Problem, and Event Management

  • Act as Incident Manager for Major Incidents: lead the response bridge, coordinate resolver teams and executive communications, and own the timeline of record.
  • Ensure incidents meeting NBC TCRMG 2026 notification criteria are escalated to the CITO with complete supporting evidence.
  • Run the problem management practice: recurring-incident trend analysis, known-error database, and permanent-fix tracking with Application Development and vendors.

   C. Service Management and Monitoring

  • Mature the ITSM function: incident, request, change-support, and service-level management processes, supported by the Bank's ITSM tooling (e.g., ManageEngine system), with auditable ticket records.
  • Oversee NOC event monitoring for networks, infrastructure, and critical application health, ensuring proactive detection of payment-system anomalies (e.g., transaction failure spikes, fraud-pattern alerts such as mass account creation) before customer impact.
  • Define, measure, and report service KPIs monthly to the Head of IT Infrastructure and Operations _ system availability, MTTD/MTTR, SLA attainment, first-contact resolution, and repeat-incident rate.

   D. Regulatory Compliance and Risk

  • Ensure all service operation practices comply with NBC TCRMG 2026, and support obligations under CAFIU and ITIL where operational monitoring and incident evidence are required.
  • Support internal audit, external audit, NBC inspections, and second-line IT Risk reviews with complete operational evidence (logs, tickets, incident reports, shift records).
  • Maintain the test operational runbooks and participate in DR/BCP exercises for critical payment and digital banking systems.

  E. People Leadership

  • Build shift-work resilience: cross-training between NOC and Application Support, documented runbooks enabling any qualified officer to execute L1 procedures, and succession depth for each team-lead role.
  • Set performance objectives, conduct appraisals, and foster a culture of ownership, evidence-based reporting, and blameless post-incident learning.
Qualification

Education

  • Bachelor's degree in IT, Computer Science, or related field (Master's degree preferred).
  • ITIL, COBIT, Certification or relevant banking system certifications are an advantage.

Experience

  • Minimum 8–10 years of IT operations experience, including at least 4 years managing multi-team IT service operations in banking or financial services.
  • Proven experience running a 24×7 support or NOC function, including shift design and major incident command for customer-facing digital banking or payment systems.
  • Strong working knowledge of ITIL 4 practices; ITIL Foundation certification required, ITIL Managing Professional or equivalent preferred.
  • Demonstrated experience with regulatory technology requirements in banking; familiarity with NBC TCRMG (or equivalent regional regulator guidelines such as MAS TRM) strongly preferred.
  • Hands-on experience with ITSM platforms (Jira Service Management, ManageEngine, or equivalent) and enterprise monitoring/observability tooling.
  • Understanding of API architecture, system integration flow, network, infrastructure system, Cor banking interface. 
  • Proven experience supporting payment systems, APIs, or critical production interfaces, and digital banking channel application included BaaS, Mobile banking, Internet banking, Card systems. 

Skills

  • Strong knowledge of incident management, application support, and service monitoring.
  • Strong problem-solving and troubleshooting skills.
  • Strong communication, stakeholder coordination, and reporting skills.
  • Ability to work under pressure and manage multiple priorities.
  • Experience in a Japanese or multinational banking group governance environment.
  • Khmer and English fluency; ability to produce clear written incident reports and executive briefings in English.

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