Job Description

The Director of Operation Center will lead the daily operations of COMBO's cloud and AI services operations center in Singapore. This role is responsible for service delivery, operational performance, incident management and team development.

Roles & Responsibilities

Lead the operations center and set service standards, operating priorities and performance targets.
Oversee service monitoring, incident response and escalation. Lead major incident reviews and track corrective actions through to completion.
Monitor service availability, response and resolution times, and compliance with service-level agreements. Report operational performance and key risks to senior management.
Develop and maintain standard operating procedures, escalation protocols and business continuity plans.
Manage staffing, capacity planning and operational budgets to meet service commitments and support business growth.
Coach team leads and operations staff, set performance expectations and identify training needs.
Coordinate with engineering, product, sales, customer support and external service providers on service launches, changes and escalations.
Support information security, IT service management and audit requirements.

Requirements

At least a Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration or a related discipline.
At least 10 years of relevant experience in technology operations, cloud operations, IT service delivery or operations center management, including experience leading teams.
Experience managing service-level agreements, major incidents, escalations and process improvement.
Strong leadership, decision-making and stakeholder management skills.
Fluency in spoken and written English and Mandarin is required to lead operational meetings, coordinate incident response and communicate service updates with English- and Mandarin-speaking teams and business partners.
Experience with cloud infrastructure, managed services, AI platforms or ITIL practices is an advantage.