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Technology Operations Lead

2 weeks ago

Petaling Jaya, Selangor, Malaysia Nandos Full time
About Us

Nando's Malaysia is a leading food and beverage services company, offering a unique dining experience through our international restaurants.

We are seeking a Technology Operations Lead to join our team, responsible for overseeing the day-to-day operations technology, systems, and IT administration in our HQ and Nando's outlets nationwide.

Main Responsibilities
  • Oversee day-to-day operations technology, systems, and IT administration in HQ and Nando's outlets nationwide.
  • Monitor ticket queues and ensure resolution within SLA.
  • Set daily goals and conduct quality control to reduce issues.
  • Ensure all processes adhere to company policies and maintain security.
  • Manage 3rd party vendors to ensure issue tickets are resolved on time.
  • Be the point of contact for technical escalations. Provide a feedback loop to wider staff on resolved and in progress problems and incidents.
  • Establish, recommend, and implement policies to ensure quality, timely, and efficient design of customer-oriented services.
  • Report, manage, and resolve all incoming technical support inquiries.
  • Review all technical support-related processes and documentation for continuous improvement.
  • Maintain inventory of IT assets and equipment, and update status and location of hardware and software licenses.
Key Skills and Qualifications
  • Degree in Information Technology or Computer Science or related field.
  • Minimum 4 years of hands-on experience in the technology environment, planning, managing, and executing IT related initiatives.
  • Strong business acumen with good technical knowledge.
  • Strong knowledge of local and cloud computing, server, database, storage, security, firewall, backup, networks, and data privacy.
  • Good knowledge in IT administration includes PC, laptop, switch, CCTV, and access management.
  • Possessing software application knowledge is an advantage (e.g., POS system, CRM, Loyalty apps), scripting, SQL query.
  • Ability to work independently, take charge, objective and results driven, confident to interact with all levels and all departments and a team player.
  • Good communication and interpersonal skills.
  • Experience in improving the overall customer service experience.
  • Outgoing, like to meet people and customer oriented.
  • Possess a polite, thoughtful, and friendly attitude.
  • Able to meet tight deadlines, patient, and calm under pressure.
  • Ability to work and perform in a fast-paced and rapidly changing environment.
  • Independent, self-starter, and a good team player.
  • Speak and write business correspondence in English and Bahasa Malaysia.