Infrastructure Operations Team Lead

Cigna; Kuala Lumpur; Hybrid; MYR 240,000 - 360,000; Full time

Job summary

Cigna is seeking an Infrastructure Operations Team Lead in Malaysia to provide technical and operational leadership for a growing team across server, storage and cloud platforms. The role balances hands-on engineering with people management, incident response, and service improvement.

You will guide a small team, coordinate global support, and ensure consistent operational standards across on-premise and cloud environments while liaising with business stakeholders and regional tech teams.

Qualifications

• Degree in a relevant discipline or equivalent practical infrastructure engineering experience.
• Hands-on enterprise infrastructure engineering experience.
• Experience with Windows and Linux operating systems.
• Experience with VMware or equivalent virtualization.
• Understanding of server, storage, backup, patching and vulnerability management.
• Experience administering cloud-hosted servers (Azure/AWS).
• Experience with ITSM tools like ServiceNow; changes and incidents management.
• Experience with IT finances and cost centre management.
• Proficient with AI tools to improve productivity.
• Strong troubleshooting, communication and English language skills.
• Willingness to participate in a 24/7 on-call rota.

Responsibilities

• Lead a team of about six infrastructure operations engineers.
• Provide coaching, goal setting, and feedback aligned with management.
• Implement coverage rota across EMEA and local business hours.
• Own day-to-day operations for server, storage, virtualization, backup and data protection.
• Administer cloud-hosted servers and ensure consistency across on-prem and cloud.
• Participate in 24/7 on-call for incidents and escalation.
• Manage ServiceNow incidents, requests and changes; support vulnerability remediation.
• Identify opportunities to improve service quality and reduce repeat issues.
• Improve operational docs, knowledge bases and support procedures.
• Coordinate with platform SMEs for firmware, maintenance and troubleshooting.
• Support change management activities and post-change follow-up.
• Contribute to project work requiring infra operations input.

Skills

Windows & Linux

VMware

Server management

Storage

Backup

Patch management

Vulnerability management

Cloud platforms

Azure

AWS

ServiceNow

IT finance

AI tools

Troubleshooting

Communication

English proficiency

On-call readiness

Education

Degree in IT or related field

Tools

ServiceNow

Job description

The Infrastructure Operations Team Lead will provide technical and operational leadership for the growing Infrastructure Operations team, ensuring it is well supported with clear day-to-day direction, escalation support and effective coverage across key infrastructure disciplines. The role has approximately six direct reports, with dotted-line management responsibility for other infrastructure staff based in the region, who work on a hybrid office/home basis. This is a hands‑on leadership role that combines people leadership, technical delivery and service improvement. It requires strong infrastructure engineering experience and sound judgement, with the ability to balance team management with direct technical involvement. The successful candidate will act as the on‑site contact and escalation point for infrastructure‑related work, stay close to the technical work, and help improve the service, processes and overall operational quality as the team matures.

Key Responsibilities

• Lead and support a team of approximately six infrastructure operations engineers across a range of technical disciplines.
• Hold regular catch‑ups with team members, support goal setting, track progress and provide coaching and feedback in line with Cigna management expectations.
• Implement and manage a practical coverage rota across areas of expertise, supporting effective handover and coverage across EMEA and local business hours.
• Provide day‑to‑day operational ownership for supported infrastructure platforms, including server, storage, virtualisation, backup and data protection services.
• Administer and support cloud‑hosted servers as the team takes on responsibility for cloud‑based infrastructure, ensuring consistent operational standards across onpremises and cloud environments. - Remain close to the technical work, supporting troubleshooting, service improvement and operational delivery where needed.
• Mandatory participation in the 24/7 on‑call rota, supporting incident response and escalation as required.
• Manage and resolve ServiceNow incidents, requests and operational tasks, including third‑level troubleshooting across Windows and Linux environments. - Support vulnerability remediation, patching activity, operational controls and platform currency work.
• Identify opportunities to improve service quality, reduce repeat issues, strengthen operational controls and streamline how the team works.
• Drive improvements to operational documentation, knowledge bases and support procedures so the team can work consistently and reduce reliance on individual knowledge.
• Coordinate with platform SMEs for specialist activity such as firmware updates, platform maintenance, lifecycle activity and complex troubleshooting.
• Support change management activity, including planning, implementation, validation and post‑change follow‑up.
• Practise enterprise‑standard financial discipline, understanding the impact of decisions.
• Contribute to project work where infrastructure operations support or implementation input is required.
• Act as the local escalation point for infrastructure‑related work, helping to drive ownership, visibility and timely resolution.
• Build strong working relationships with local business teams and global Infrastructure Engineering teams across regions.
• Occasionally adjust working hours where required to support role responsibilities, workload, handovers or coordination with global teams.

Required Experience and Skills Essential

• Degree in a relevant discipline, or equivalent practical infrastructure engineering experience.
• Strong third‑level infrastructure engineering experience in an enterprise environment.
• Hands‑on experience supporting both Windows and Linux operating systems.
• Experience with enterprise virtualisation platforms (VMware or equivalent).
• Good understanding of server, storage, backup, patching, vulnerability management and operational support processes.
• Experience administering cloud‑hosted servers (Azure, AWS or equivalent), including deployment, patching and day‑to‑day operational support.
• Experience working with ServiceNow or similar ITSM tooling for incidents, requests, changes and operational work.Experience supporting operational change activity in a controlled enterprise environment.
• Practical experience of enterprise‑standard financial discipline, including previous exposure to IT finances and cost centre management.
• Practical experience of using AI tools to improve productivity.
• Ability to troubleshoot technical issues, identify root cause and coordinate the right teams to restore service.
• Clear communication skills, with the confidence to engage technical teams, business stakeholders and senior colleagues.
• Good written and spoken English.
• Willingness and ability to participate in a mandatory 24/7 on‑call support rota.

Desirable

• Experience with NetApp storage technologies, or equivalent enterprise storage platforms.
• Experience with Cohe