Head, Service Delivery & Application Support

Head, Service Delivery & Application Support

Technical skills to look out for include the following (candidates that have acquired the following through past hands‑on working experience is best) :

• Proficiency in various operating systems like Windows, Linux, Unix, etc., as applications can run on different platforms and experience in VMs (Virtual Machines)
• Understanding of database systems such as SQL Server, Oracle, MySQL, or NoSQL databases. This includes querying databases, troubleshooting data‑related issues, and basic database administration tasks and competent knowledge of at least a relational database;
• Experience with log analysis and root cause analysis;
• Knowledge of scripting languages for writing maintenance scripts, automating tasks, and extracting data from systems (e.g. Shell scripting, SQL Scripts);
• Understanding of networking concepts, protocols (TCP / IP, DNS, HTTP / HTTPS), and tools for network troubleshooting is necessary for addressing connectivity issues;
• Proficiency in version control systems like Git for managing and tracking changes to scripts, configurations, and application code;
• Understanding of CI / CD pipelines and practices for automating the build, testing, and deployment of applications. Experience with CI / CD tools like GitLab CI / CD;
• Knowledge of configuration management and deployment tools (e.g. Ansible) to automate server configuration, application deployments, and environment setup across development, testing, and production environments;
• Experienced in collaborating with QA teams to integrate automated testing scripts into deployment pipelines, perform smoke tests, regression tests, and ensure the quality and reliability of deployments;
• Strong documentation skills to create deployment guides, runbooks, and procedures. Effective communication and collaboration with development teams, stakeholders, and other IT teams involved in the deployment process;
• Experience with monitoring tools such as Nagios or Zabbix to monitor system performance, detect issues, and generate alerts;
• Familiar with issue tracking tools like JIRA;
• Strong problem‑solving skills and the ability to diagnose and resolve application issues efficiently. A proactive approach to spotting problems, areas for improvement, and performance bottlenecks;
• Good documentation skills to maintain logs, write technical documents, and create troubleshooting guides for common issues;
• Effective communication skills and a customer‑centric approach to interact with end‑users, understand their issues, and provide timely solutions;
• Familiarity with ITIL (Information Technology Infrastructure Library) practices and processes for incident management, problem management, and change management;
• Understanding of systems architecture, software development lifecycle (SDLC), and technology stacks to provide technical guidance, evaluate system designs, and recommend improvements;
• Awareness of basic cybersecurity principles and practices to ensure the security of applications and data.

As the Head of the Technical Operations Department, apart from Technical skills, candidates would need to have the following qualities / abilities. The following essentially reflects the Job description of the Head of TechOps :

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Founded in the year 2000, N2N group has digitized more than 200 brokers region‑wide with premier data and insights, network infrastructure, and end‑to‑end trading and settlement solutions. It is one of Asia’s largest financial trading platform providers, serving brokers, investment firms, and financial advisers across Malaysia, Singapore, Hong Kong, Thailand, Indonesia, Philippines, and Vietnam.

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