Head of Managed Services (MSOC)

Are you ready to get ahead in your career?We want to empower you to turn your ambitions into achievements.We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.Why does this job exist and why is it critical? What are you accountable for?Strategic Leadership & DirectionDefine and lead the Managed Services strategy and roadmap aligned to enterprise business goals.Lead multidisciplinary teams across L1, Network L2, Cloud L2, and Security Operations for seamless 24×7 delivery.Drive transformation towards automation, data-led decision-making, and proactive operations.Develop team capabilities and succession pipelines to ensure future readiness.Service Operations & Delivery ExcellenceOversee end-to-end managed service operations with accountability for SLA/OLA adherence and service stability.Govern incident, problem, and change management processes under ITIL standards.Maintain operational readiness, platform reliability, and effective escalation control.Lead cross-functional coordination to ensure swift service recovery and transparency.Proactive Monitoring & ReliabilityLead L1 MSOC in proactive monitoring, alarm correlation, and early detection of issuesIntegrate and optimize platforms like PRTG, Zabbix, ISA, and ServiceNow for automation and analytics.Continuously improve MTTR, alarm quality, and proactive fault prevention.Domain Leadership – Network, Cloud & SecurityOversee domain specific performance and service health across Network (CPE), Cloud, and Security Operations.Ensure standardization, unified governance, and cross domain collaboration under one MSOC framework.Align with Product and Engineering to maintain service readiness and operational scalability.Continuous Improvement & TransformationDrive automation, AI-driven operations, and process optimization for operational efficiency.Lead Service Improvement Plans (SIPs) and RCA follow-through to eliminate recurring issues.Enhance data visibility and reporting for leadership and customer assurance.What you need for the role?Bachelor’s Degree in Telecommunications, IT, or related field8 to 10 years’ experience in service operations, managed services, or network/cloud/security management.Minimum 5 years in senior leadership managing multi-domain or 24×7 operations.Strong understanding of ITIL, automation, and operational governance.Certifications in ITIL, AWS/Azure, or Security (CISSP/CISM) preferred.Key CompetenciesStrategic leadership with operational and technical depth.Customer-focused mindset with strong collaboration and communication skills.Analytical, data-driven, and decisive under pressure.Ability to lead transformation and drive accountability.What’s next?Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.