IT Support Manager

Date: Feb 14, 2024

Location: Genting Highlands, Pahang, MY

Genting Malaysia Berhad


Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business covering theme parks, gaming, hotels, seaside resorts and entertainment in Malaysia, the UK and the US. It is one of the largest listed companies in Malaysia.


With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. The flagship projects under this plan include Skytropolis, Outdoor Theme Park and next to it is the Sky Avenue & Sky Plaza, a shopping haven for the chic and stylish, with some of the most prestigious lifestyle brands and signature franchises from around the world. The plaza will also house a state-of-the-art cable system, which connects the Sky Avenue to the mid-hill Genting Premium Outlet, with a transport capacity of 3,600 passengers per hour per way.


If you are searching for a dynamic career in the leisure and hospitality industry that offers exciting challenges and growth opportunities; and are a results-driven team player, who is passionate about making people happy then…WE WANT YOU!


Job Description:

  1. Manage day to day system support operations including prioritization of issues raised and ensure resolved within SLA (more than 95% cases resolved within 5 days) to ensure disruption of the company's revenue generation capability is minimized.
  2. Review support service provided by collecting user feedback as part of seeking ways to improve service delivery. 
  3. Reviews vendor performance through service support & project deliverables by liaising with centralized IT vendor management & vendors based on contract agreement to ensure complete delivery as per the contract. 
  4. Manages all range of IT projects and system implementation activities within the Resort to ensure timely delivery, within budget and comply to the GENM PMO guideline (especially in relation to compliance and documentation requirement).
  5. Liaise between the vendor and business users on system enhancement and support issues as a business analyst to ensure alignment of various interest across stakeholders. 
  6. Advise & consult on new technology, system products and proposal for work improvement as part of supporting the IT transformation process of the company. 
  7. Crafts technical IT documents on system interface such as System Functional Specification, System Interface Specification, Standard Operating Procedure, Business Functional Requirement to ensure all business requirements, changes are documented, stored and of high quality.
  8. Establish and implement detailed operational procedures and guideline that ensure compliance with external standards and with company IT Security Policy for the team.
  9. Manages the IT documentation & process improvement plan that relate to applications and support service to ensure ease of retrieving documented changes for future reference purposes.
  10. Monitors and guides the overall effectiveness of the team by providing direction and support to team members on work deliverables to ensure the team is able to achieve the defined goals while maintaining a high-performance culture. 


Job Requirements:

  1. Education:
    • Degree in Computer Science or Computer Engineering or equivalent. 
    • Certification & training in project management (PMP/Prince2 certification), Data Analytic technology and tolls is preferred but not required. 
  2. Experience:
    • Minimum of 7 years working experience in IT system support environment & architecting business IT solutioning
    • Minimum of 3 years management experience.
    • Exposure in leisure and hospitality or Casino Integrated Resort environment is an added advantage. 
  3. Skills: 
    • Analytical 
    • Communication & Interpersonal 
    • Innovative
    • Business Acumen
    • Financial Acumen
    • Resourcefulness
    • Computer Literacy

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!

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