IT Operations Lead

Client Industry: Global company that has been successfully developing innovative insurance solutions

Location: Wisma UOA II Damansara

Key Responsibilities:

IT Operations & Infrastructure Management

• Oversee day-to-day IT operations (locally & global), ensuring system reliability, high availability, and optimal performance.
• Manage IT infrastructure including servers, networks, endpoints, cloud platforms, and security tools.
• Monitor system health, troubleshoot issues, and ensure timely resolution of operational incidents.
• Maintain IT operational policies, SOPs, asset inventories, and documentation.
• Ensure backup, disaster recovery, and business continuity processes are enforced and tested.

IT Helpdesk Leadership

• Lead, mentor, and supervise the IT Helpdesk Support team.
• Manage ticket assignment, prioritization, and SLA compliance through Jira Service Management.
• Conduct performance reviews, training, and skills development for helpdesk staff.
• Drive continuous improvement in service delivery and user satisfaction.

Application Support (M365, Jira, Salesforce, Cloudflare, DNS, etc.)

• Provide administrative support and troubleshooting for enterprise applications including:
• Microsoft 365 (M365) – user provisioning, license management, Teams & SharePoint admin, Exchange Online support.
• Jira / Jira Service Management – workflows, automation, dashboards, and user access.
• Salesforce – access issues, basic configuration, reporting, and vendor coordination for advanced fixes.
• Cloudflare – DNS, firewall rules, Zero Trust settings, web performance and security monitoring.
• DNS Management – A, CNAME, MX, TXT, SPF, DKIM, DMARC configurations.
• Conduct root cause analysis for recurring issues and document long-term solutions.
• Maintain application documentation, SOPs, and user guides.

Cloud Contact Center Management

• Manage and support cloud contact center platforms (e.g., Amazon Connect, IPScape, Twilio).
• Configure call flows, IVRs, routing queues, user profiles, and reporting dashboards.
• Troubleshoot telephony issues and coordinate with external vendors for escalations.
• Ensure compliance, security, and optimal performance of the contact center environment.

IT Governance, Security & Compliance

• Ensure compliance with IT policies, security frameworks, and regulatory requirements.
• Work with cybersecurity teams to monitor vulnerabilities and respond to incidents.
• Implement identity, access control, and system monitoring best practices.

Vendor & Partner Management

• Manage relationships with IT vendors, service providers, and technology partners.
• Review vendor performance, SLAs, contracts, and service levels to ensure accountability.
• Negotiate renewals, pricing, and service improvements to optimize cost and value.
• Coordinate with vendors during system issues, escalations, upgrades, or deployment projects.
• Evaluate and recommend new vendors or tools to support business needs.

Project Management & Continuous Improvement

• Lead IT operational improvement initiatives, system upgrades, and digital transformation projects.
• Participate in cross-functional projects requiring IT expertise or support.
• Propose and implement new technologies or automation opportunities to enhance operational efficiency.
• Prepare regular operational reports and performance metrics for management.

Key Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5–6 years of experience in IT operations, application support, or infrastructure management.
• Minimum 2–3 years of experience leading an IT support/helpdesk team.
• Experience supporting cloud contact center environments.
• Strong knowledge of infrastructure, networking, cloud platforms (AWS, Azure, GCP), and endpoint management tools.
• Hands-on application support experience with: M365 (compulsory), Azure/Aws, Jira, Salesforce, Cloudflare, DNS, Cisco Meraki

Job Types: Full-time, Permanent

Pay: RM10, RM15,000.00 per month

Work Location: In person