Network and Infrastructure, Manager – Retail @ Watsons Malaysia

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Cyber Crime Full time
Network and Infrastructure, Manager - Retail

Reporting directly to the IT Controller, this role involves leading a team of 4 IT professionals and ensuring the seamless operation of the retail IT ecosystem.

Job Scope:

  • Infrastructure & Network Planning and Management:
    • Design and implement IT infrastructure strategies to support retail operations and corporate initiatives.
    • Manage the physical and virtual environments, including servers, storage systems, and networking components.
    • Implement monitoring tools to track performance, availability, and security of networks and infrastructure.
    • Generate regular reports on key metrics for management review, identifying trends and areas for improvement.
    • Ensure optimal configuration, performance, and maintenance of network equipment such as routers, switches, firewalls, and wireless access points.
  • Support for Retail Operations:
    • Provide end-to-end support for retail operations, including point-of-sale (POS) systems, logistics, inventory management, and warehouse operations.
    • Troubleshoot and resolve technical issues promptly to minimize disruption to operations.
  • End User Computing (EUC) Support:
    • Oversee the deployment, management, and maintenance of laptops, desktops, mobile devices, and associated peripherals.
    • Establish and enforce device policies, configurations, and security standards for endpoints using tools such as Microsoft Intune or Group Policy.
    • Provide technical support for Microsoft products (Office 365, Teams, SharePoint) and troubleshoot issues as needed.
    • Maintain an accurate inventory of IT assets and ensure compliance with lifecycle management policies.
    • Proactively address user needs by identifying recurring issues and implementing preventive measures.
  • Cyber Security Management, Disaster Recovery and Business Continuity:
    • Develop and implement cybersecurity protocols in partnership with the Group Cyber Security team to protect sensitive data and infrastructure from breaches.
    • Conduct regular security assessments and vulnerability testing on networks and systems.
    • Work with relevant teams to develop and regularly test disaster recovery and business continuity plans, ensuring rapid recovery from disruptions.
  • Budgeting and Resource Allocation:
    • Assist in the preparation and management of budgets related to IT infrastructure and network operations.
    • Evaluate IT vendors and service providers, negotiating contracts and ensuring compliance with agreements.
  • Leadership and Team Management:
    • Supervise and mentor a team of four IT professionals, setting clear objectives and conducting regular performance reviews.
    • Assign and prioritize tasks to ensure smooth day-to-day operations and project delivery.
    • Foster a culture of collaboration, continuous learning, and innovation within the IT team.
    • Coordinate with other departments to align IT services with business objectives and retail-specific requirements.

Key Performance Indicators (KPIs):

  • Network Uptime & Infrastructure Performance:
    • Target: Maintain a network uptime of 99.9% or higher across all stores, warehouses, and data centers.
  • Target: Achieve an average critical incident response time of less than 20 minutes, and resolution time within 1 hour.
  • Security Incident Rate:
    • Target: Reduce the number of security incidents affecting IT infrastructure by 15% year-over-year through proactive measures.
  • User Satisfaction Score:
    • Conduct regular user surveys to determine satisfaction with IT Network and Infrastructure services and support, targeting a satisfaction score of 95% or higher.
  • Project Completion Rate:
    • Measure the percentage of IT infrastructure and networking projects completed on time and within budget, with a target of 95%.
  • Compliance and Audit Scores:
    • Ensure 100% compliance with internal and external audits related to network security and data protection policies.

Qualifications:

  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience: Minimum of 5-7 years in IT infrastructure and network management, with at least 3 years in the retail industry.
  • Technical Skills: Proficient in network design, firewalls, security protocols, virtualization, cloud services, Microsoft technology (Office 365, Azure, Intune, and Active Directory) and cybersecurity frameworks.
  • Other Skills: Strong problem-solving skills and a proactive approach to identifying and addressing technical issues. Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
  • Certifications: Relevant certifications such as Cisco Certified Network Professional (CCNP), Certified Information Systems Security Professional (CISSP), or ITIL are preferred.
  • Primarily office-based with required travel to retail locations, warehouses, and data centers.
  • Availability for after-hours support for critical incidents and scheduled maintenance.
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