Executive, IT Operations & Systems Support

Famie Money Services Sdn Bhd; Selangor; Hybrid; MYR 60,000 - 96,000; Full time

Benefits offered by this job

Parking allowance

Company laptop

EPF, SOCSO, annual and sick leave

Training and development

Job summary

Famie Money Services Sdn Bhd in Malaysia is seeking an Executive, IT Operations & Systems Support to maintain the uptime of our exchange and remittance platforms across branches and HQ. You will not write code or manage servers; you will ensure smooth operation, proper records, and coordination with external providers.

You will handle day-to-day IT support, manage the ticket queue, patch devices, monitor security, keep asset and license records, and assist with procurement and user training.

Qualifications

• 3–5 years in IT support, IT operations, systems support or application support.
• Diploma, Degree or Professional Certificate in IT, Computer Science or related — or equivalent practical experience.
• Comfortable dealing with external service providers and following up until resolved.
• Clear written and verbal communication with non-technical users.
• Works well with minimal supervision and stays calm under pressure.
• Fluent in English and Bahasa Melayu; additional languages are a plus.

Responsibilities

• Provide day-to-day IT and application support for branch and HQ staff on the core transaction system, plus devices, network and connectivity.
• Run the ticket queue: log issues, track them, update users, and close with clear notes; monitor dashboards for recurring problems.
• Be the main contact with the managed cloud provider and core system vendor; report faults, chase progress, and communicate fix status.
• Keep devices patched, ensure endpoint protection, and enforce access rules; raise security concerns when needed.
• Maintain the IT asset register and software license records for audit purposes.
• Collaborate with vendors on procurement, maintenance and support contracts.
• Support system changes, including testing (UAT) and IT setup for new branches and relocations.
• Maintain user guides, SOPs and audit records; prepare simple IT reports and provide short staff training when new systems go live.
• Assess and prioritise issues by operational impact, especially when transaction processing or multiple users are affected.

Skills

English

Bahasa Melayu

Communication

Written communication

Education

IT/Computer Science degree or diploma

Tools

Windows Server

SQL

JSON/XML logs

Job description

Executive, IT Operations & Systems Support

Ever wondered what happens behind the scenes when someone exchanges cash or sends money overseas?

Famie is a licensed money services business regulated by Bank Negara Malaysia. We handle money changing and remittance through our branches in Klang Valley, Johor and Miri.

The role

You will look after the systems our branches and HQ use every day, keeping exchange and remittance transactions running smoothly, securely, and with proper records for audit. You will not be writing code or running servers — our cloud environment and core system are managed by external providers. You are the person who keeps everything moving: supporting users, spotting problems early, coordinating with our providers until issues are fixed, and keeping branches running.

Key responsibilities

Provide day-to-day IT and application support for branch and HQ staff on our core transaction system (the platform that processes exchange and remittance transactions), plus devices, network and connectivity

Run the ticket queue: log issues, track them, update users, and close with clear notes; watch dashboards and raise recurring problems early

Be our main contact with the managed cloud provider and core system vendor — report faults clearly, chase progress, confirm the fix, and keep branches updated during outages

Keep devices patched, endpoint protection healthy and access rules followed; elevate any security concern

Maintain the IT asset register and software license records, accurate enough to pass an audit

Work with vendors on equipment procurement, maintenance and support contracts

Support system changes, including testing before changes go live (UAT), plus IT setup for new branches and relocations

Maintain user guides, SOPs and audit records; prepare simple IT reports; run short staff training when new systems go live

Assess and priorities issues based on operational impact, particularly where transaction processing or multiple users are affected.

As we grow, the role will grow too. You'll get first look at new areas as we take them on.

Requirements

3–5 years in IT support, IT operations, systems support or application support

Diploma, Degree or Professional Certificate in IT, Computer Science or related — or equivalent practical experience

Comfortable dealing with external service providers: describe a fault precisely, ask the right questions, follow up until it is resolved

Communicates clearly with non-technical users, in writing and on the phone

Works well with minimal supervision and responds quickly and calmly when something goes wrong

Fluent in English and Bahasa Melayu. Additional languages are an advantage.

Preferred experience

Call centre, BPO or shared-services experience, especially where you worked to agreed response and resolution times and had to elevate to external parties

A regulated financial background — money services, banking, payments, remittance, fintech or insurance. MSB or BNM-regulated experience is a strong plus

Basic Windows Server, SQL, or JSON/XML log exposure

Working arrangements

You will have support. You work directly with the CTO, who will spend time getting you up to speed on our systems and is your escalation point when something is beyond you. Our cloud and core system are vendor-managed, and our branches have capable staff who can help on site — so this role is about coordination and ownership, not solving everything alone.

Hours.

Monday to Friday, 9:00 AM to 6:00 PM. Those are your hours. Our branches trade 8:00 AM to 10:00 PM, seven days a week, including public holidays. You are not expected to cover that. But if something urgent breaks outside your hours, we may call you. This is occasional, not weekly. If it becomes regular, we will review the arrangement, including how it is paid.

Screening.

As a BNM-licensed money services business, any offer will be subject to standard background checks, including identity, education, employment references, criminal record and insolvency checks.

Location.

Office-first, with hybrid possible when it does not affect operations. Most work is done from HQ and most issues are resolved remotely, so branch visits are occasional.

Salary and benefits

Parking allowance

Company laptop

EPF, SOCSO, annual and sick leave in line with company policy and applicable law

Training and development, with real ownership of day-to-day IT operations from day one