Infrastructure Team Lead

3 days ago

Petaling Jaya, Selangor, Malaysia NexRoar Services Sdn Bhd Full time

Work Location - Malaysia, KL

Benefits provided.

Key Responsibilities:

Leadership & Team Management


• Lead, mentor, and develop a team of L2 and L3 Engineers, fostering technical excellence and professional growth.


• Manage workload distribution, team priorities, and operational efficiency to meet SLAs and business needs.


• Drive collaboration between IT, security, DevOps, and business units, ensuring cohesive technical solutions.


• Act as an escalation point for critical IT issues, providing expert guidance on resolution strategies; occasional acting as major incident manager will be required.

Service Management & Process Optimisation


• Oversee end-to-end IT service management (ITSM) processes using ServiceNow, ensuring efficient incident, problem, and change management.


• Enforce IT policies, procedures, and best practices to enhance operational reliability.


• Ensure compliance with ITIL frameworks, driving continuous service improvements.


• Generate performance reports and KPI analytics using ServiceNow dashboards to identify trends and areas for optimisation.

Security, Compliance & Risk Management


• Ensure compliance with enterprise security policies, access controls, and compliance frameworks (ISO, NIST, GDPR).


• Collaborate with Acora security teams to mitigate risks, enhance incident response, and ensure system integrity.

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