IT Infrastructure Manager

SG Support; Kuala Lumpur; On-site; MYR 150,000 - 230,000; Full time

Job summary

SG Support in Kuala Lumpur is seeking a senior IT Infrastructure, Compliance and Security leader to strategize, implement, and maintain the company’s core technology across IT, security and telecom systems.

The role focuses on cross-department collaboration, project management, and ongoing systems enhancements, with emphasis on PCI-DSS compliance and vendor governance. Strong English communication and leadership are essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology or related field.
• PCI-DSS and/or other professional certification in respective areas can be taken into consideration.
• Minimum eight (8) years of experience in IT network, server and telephony operations with strong security emphasis.
• At least five (5) years of progressively increasing management responsibility in IT infrastructure including telecommunication.
• Experience in IVR, Dialers, Voice Logger and Quality Monitoring is an added advantage.
• Experience in IT project management from planning through implementation is an added advantage.
• Hands on experience in managing billing cycles and partner reports as a Microsoft CSV partner is a plus.
• Strong English communication and vendor negotiation skills.

Responsibilities

• Establish and implement the IT infrastructure roadmap for an organizational-wide program.
• Direct the development and implementation of policies, regulations, and programs to support growth of IT infrastructure; manage network and server operations securely.
• Committee member and direct participant in PCI-DSS (4.0.1) scope and ongoing maintenance.
• Design business solutions by analyzing contact centre requirements and working with stakeholders and providers.
• Source, evaluate and implement telecommunications solutions from telcos.
• Review and advise on hardware, software, and services purchases; negotiate contracts to meet standards.
• Keep management updated on action plans, procedures and new activities.
• Collaborate with Senior Management and group organizations on related IT matters.
• Develop staff through OTJ training and career progression.
• Promote process management concepts to drive continuous improvement.
• Handle duties assigned by management.

Skills

IT infrastructure

Network operations

Security

PCI-DSS compliance

Vendor management

Project management

Cloud (Azure)

Education

Bachelor's degree in Computer Science or IT

PCI-DSS certification

Tools

JIRA Service Desk

MS Azure Cloud

Fortinet appliances

Network monitoring tools

Windows/Microsoft stack

Job description

Responsible for strategizing, designing, implementing and maintaining the core technology of IT Infrastructure, Compliance and Security posture, Telecommunication and Contact Centre Systems, ultimately contributing to the overall performance of the company in achieving its financial and non-financial objectives.

Involve in on-going project and contract management, systems enhancement and integration in collaboration with various departments, vendors, and contractors.

Responsible for day-to-day support of internal users on matters related to PC, network, connectivity and applications including administrative matters of leasing and purchasing and acquisition of hardware and services.

Directly participate and have direct responsibilities in areas of company Security (IT) and Compliance (PCI-DSS 4.0 upwards)

• Establish and implement the IT infrastructure roadmap in an efficient and timely manner. Conceptualize, evaluate, implement and maintain IT infrastructure strategies, plans, and priorities for a comprehensive organizational wide program.
• Direct the development and implementation of policies, regulations, and programs that support the coordination and growth of progressive, efficient and cost-effective IT infrastructure. Constant managing and maintaining network and server operations including monitoring access and security threats, routine maintenance, backup, access control and upgrade to ensure the integrity, security, resilience, and optimization of network infrastructure.
• Committee member and direct participant to all areas related to PCI-DSS (4.0.1), including ongoing maintenance, monitoring, documenting and scope control.
• Understand and analyse contact centre requirements and work in collaboration with business users and contact centre solutions provider to design business solutions and follow through to implementation. Oversee the administration of the contact centre systems and first level users’ support.
• Understand telecommunications requirements, source and evaluate solutions from telcos and recommend feasible solution through implementation and ongoing support.
• Review and advice on purchases of all hardware, software, and automation-related services. Negotiates contracts, including setting operating performance standards and administers contracts to ensure compliance with operating performance standards.
• Ensure that the Management is updated regularly on the status of all established action plans, introduction or new procedures and activities relating to IT infrastructure.
• Work closely with the Senior Management and reporting line and organisations within the Group on related matters when required.
• People Development - Ensure that reporting staff are consistently provided with on-the-job (OTJ) training. Consistently monitor and chart the career progression of reporting staff and provide opportunities to learn, experience and develop
• Process Management - Introduce the concepts of Process Management and develop such an attitude among the reporting staff in order that they can initiate and recommend new and/ or revised processes and procedures within the company with an objective to achieve overall improvement.
• To assume any duties and responsibilities as assigned by the management.

Requirements:

• Bachelor's degree in Computer Science, Information Technology or an approved related field. PCI-DSS and/or other Professional certification in respective and related areas can/will be taken into consideration.
• Minimum eight (8) years of experience in IT network, server and telephony operations and strong security emphasis with knowledge on technical architecture especially networks, cloud and security.
• At least five (5) years of progressively increasing levels of management responsibility and management experience in information technology infrastructure including telecommunication.
• Experience in the implementation and support of IVR, Dialers, Voice Logger and Quality Monitoring an added advantage
• Experience in IT project management from planning through implementation is an added advantage.
• Hands on experience in administrative duties of managing billing cycles, and submissions of regular partner reports as a Microsoft CSV partner is a significant advantage.
• Excellent problem solving and decision-making skills
• Well-developed presentation, negotiation and vendor management skills; along with excellent interpersonal and communication skills, both oral and written, especially in English
• PCI-DSS practitioner, implementation experience or familiarity will be highly regarded
• Fortinet appliances and service, MS Azure Cloud technology, Visualization, JIRA Service Desk, Microsoft technology stack, and project sizing is crucial
• Network management on areas of tunnels, VPNs, IPSec, network segmentation and Domain Management is integral to duties.
• Strong analytical and problem-solving skills
• Independent, tactful, initiative and high level of integrity
• Proactive, organized, resourceful and accurate
• Payment Card Industry standard/compliance familiarity