IT Operations Manager

5 days ago


Subang Jaya, Selangor, Malaysia ZUS Coffee Full time

This role is about overseeing IT operations and support. The ideal candidate will coordinate teams, troubleshoot technical issues, and drive improvements while collaborating across departments to ensure seamless operations.

Key IT Functions
  • HQ and Retail Outlets Hardware and System Support
  • Application Support
  • IT Operations
Monitoring & Insights
  • Track and analyze IT issue/ticket volumes, trends, and root causes.
  • Prioritize high-impact issues and guide the team in resolving them effectively.
  • Generate regular reports on service performance, system reliability, and support health metrics.
  • Work with development and system admin teams to relay recurring issues and improvement opportunities.
Process Improvement
  • Establish and maintain IT operational standards, SOPs, and documentation.
  • Drive automation and optimization of recurring support tasks.
  • Recommend and implement improvements to reduce incident volume and downtime.
  • Act as the bridge between IT support teams, internal departments, and external vendors.
  • Ensure alignment between technical support activities and business needs.
  • Communicate system status, outages, and updates in a timely manner to stakeholders.
Job Requirements

Qualification and Experience

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 5+ years of experience in IT operations or technical support management.
  • Experience managing cross-functional technical teams and remote locations (e.g., retail outlets).
  • Strong analytical skills with the ability to derive insights from support data.
  • Familiar with collaboration tools (e.g. Lark, Notion etc.).
  • Excellent communication and stakeholder management skills.
Skills
  • Management
  • Information Technology Operations
  • System Support
  • Technical Support
Benefits
  • Employee Discount: Enjoy employee discounts on beverage, merchandise, etc at all outlets across Malaysia.
  • Employee Perk Programmes: Establishment of corporate benefits to offer exclusive discounts or benefits to each employee.
  • Health and Wellness: Out-patient care and in-patient care are covered for all employees including ongoing wellness programs & activities.
  • Extension Leave Benefits: Provide more generous leave days. We have more than 6 other types of leave

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