Job Title
Department Manager, Operational IT Systems (MHA Domain)
Job Purpose
Lead and manage the operational reliability, security, and lifecycle of missioncritical IT systems that support MHA agencies. Ensure 24/7 availability, compliance with government ICT/cybersecurity policies, and efficient service delivery to frontline operations (e.g., policing, border control, emergency response, custodial management).
Scope of Accountability
- Mission-critical systems (case management, incident response, identity/border systems, logistics/asset, sensemaking platforms)
- Hosting environments (on-prem DCs, private cloud, Government cloud)
- ITSM processes (Incident, Problem, Change, Release, Configuration, Capacity, Availability)
Key Responsibilities
1) Operational Excellence & Reliability
- Own uptime/availability targets for critical systems
- Lead Major Incident Management (MIM) and postincident reviews drive root cause analysis and preventive actions.
- Maintain configuration baselines (CMDB), capacity plans, and performance tuning.
2) Cybersecurity & Compliance (Government/MHA Context)
- Ensure adherence to government ICT governance (e.g., IM8-equivalent policies), cybersecurity directives, and agency-specific standards.
- Oversee identity/access management, data protection, and audit readiness manage evidence for internal/external audits
3) Service Management & Vendor Governance
- Run ITSM processes per agreed SLAs/OLAs continuously improve service quality.
- Govern MSPs/thirdparty vendors: performance reviews, backlog management and contract renewals.
6) Stakeholder Engagement & Communication
- Serve as the operational point of contact to agency operations leaders translate operational needs into technical actions and service improvements.
- Provide risk registers, and executive briefings escalate risks early with mitigation options.
- Coordinate operational readiness.
7) People Leadership & Culture
- Build a highperforming operations team (24/7 coverage where applicable)
- Coach engineers on incident handling, secure operations, and documentation discipline.
- Foster a safetyfirst, compliancefirst, and continuous improvement culture.
Required Qualifications & Experience
- Bachelor's/Master's in Computer Science, Information Systems, Engineering or related field.
- 10-15+ years in IT operations for missioncritical systems 5+ years in managerial roles leading multidisciplinary teams.
- Proven experience in government/public safety domains (e.g., policing/dispatch).
- Strong grounding in ITIL (Incident/Problem/Change/Release), vulnerability/patch management, and secure operations.
- Hands-on familiarity with HA architectures, DR orchestration, virtualization, container platforms, and hybrid cloud (Gov/private/onprem).
- Track record managing vendors/MSPs under strict SLAs, with financial and contractual accountability.
- Experience with audit engagements.
Preferred/Good-to-Have
- Security clearance eligibility and experience handling classified environments.
- Knowledge of government ICT governance (e.g., IM8-equivalent), PDPA/data protection
5 day week @ AMK
Maestro HR
damien lee tian hong
R1106726
16C8462
