IT Operation Assistant Manager

MR.DIY; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

MR D.I.Y. invites a seasoned IT Operations Manager to lead day-to-day IT infrastructure, network systems, service desk operations, and security across its Malaysia stores and offices.

You will coordinate internal IT teams, vendors, and business users to keep services stable, secure, and available. The role requires experience in incident management, disaster recovery, and continuous service improvement, with responsibility for guiding teams across headquarters, warehouses, branches, and remote

Qualifications

• Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 5-8 years of relevant IT infrastructure, network, system administration, or IT operations experience.
• At least 2 years of experience supervising an IT technical or support team.
• Experience supporting multi-site business operations is preferred.
• Experience in retail, warehouse, distribution, manufacturing, or corporate environments is an advantage.
• Experience coordinating vendors, infrastructure projects, and critical incident recovery is preferred.

Responsibilities

• Assists the IT Operations Manager in day-to-day management of IT infrastructure, networks, systems, and service desk operations.
• Monitor system availability, performance, capacity and security to ensure reliable IT services.
• Coordinate incident resolution and ensure issues are escalated and resolved within SLAs.
• Review recurring incidents and implement preventive and corrective actions.
• Supervise infrastructure, network, system administration, and service desk personnel.
• Coordinate planned maintenance and minimise operational disruption.
• Support vendor coordination for maintenance, procurement, and project implementation.
• Prepare regular reports on incidents, SLAs, availability, and risks.

Skills

Troubleshooting

Leadership

Incident management

Documentation

Communication

Time management

Multitasking

Ownership & accountability

Education

Bachelor’s degree or diploma in Information Technology or related field

Tools

Windows Server

Active Directory

DNS/DHCP/GP

VMware/Hyper‑V/Proxmox

Google Workspace / Microsoft 365

Networking & security

SQL Server

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Responsibility

To assist the IT Operations Manager in supporting the day-to-day management of IT infrastructure, networks, systems, service desk operations, and technical support activities across the organisation.

The role ensures that IT services remain stable, secure, and available while coordinating internal IT teams, vendors, and business users. The position also supports infrastructure projects, cybersecurity controls, audit compliance, incident management, disaster recovery, and continuous service improvement.

Key Responsibilities

• IT Operations and Service Management
• Manage daily IT infrastructure and support operations, including servers, networks, firewalls, storage, backup systems, cloud services, endpoints, and business applications.
• Monitor system availability, performance, capacity, and security to ensure reliable IT services.
• Coordinate incident resolution and ensure critical issues are escalated and resolved within agreed service levels.
• Review recurring incidents and implement preventive and permanent corrective actions.
• Maintain IT operational procedures, escalation processes, support documentation, and technical records.
• Support business operations across headquarters, offices, warehouses, branches, and remote locations.
• Coordinate planned maintenance activities and minimise operational disruption.
• Team Supervision and Coordination
• Supervise and guide infrastructure, network, system administration, and service desk personnel.
• Assign tasks, monitor workloads, and ensure timely completion of support requests and projects.
• Coach team members and identify technical training and development needs.
• Ensure sufficient support coverage during leave, maintenance activities, and critical incidents.
• Promote effective communication and cooperation within the IT team and with business departments.
• Monitor team performance and provide regular operational updates to management.
• Infrastructure and Network Management
• Support the administration of physical and virtual servers, Active Directory, DNS, DHCP, Group Policy, databases, and cloud platforms.
• Oversee LAN, WAN, Wi‑Fi, VPN, internet connectivity, firewalls, and site‑to‑site connections.
• Coordinate server, network, and security equipment upgrades, replacements, and maintenance.
• Ensure infrastructure configurations follow approved standards, security requirements, and technical baselines.
• Monitor infrastructure utilisation and recommend capacity upgrades where necessary.
• Maintain network diagrams, system architecture documentation, and configuration records.
• Support new office, warehouse, and branch setup activities.
• Information Security and Compliance
• Ensure IT operations comply with company policies, audit requirements, and security standards.
• Support user access reviews, privileged access controls, password policies, and account management.
• Ensure system, security, and administrative logs are enabled, retained, and reviewed.
• Assist with internal and external audits by preparing evidence, reports, and remediation plans.
• Coordinate security patching, vulnerability remediation, and endpoint protection activities.
• Support incident response involving malware, unauthorised access, data exposure, or service disruption.
• Ensure changes to critical systems are properly authorised, tested, and documented.
• Backup, Disaster Recovery and Business Continuity
• Ensure scheduled backups are completed successfully and backup failures are investigated promptly.
• Conduct regular backup restoration and disaster recovery tests.
• Maintain disaster recovery procedures, system recovery priorities, and emergency contact lists.
• Support business continuity planning and infrastructure redundancy improvements.
• Ensure critical systems have appropriate Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).
• Coordinate recovery activities during major system or infrastructure outages.
• Project and Change Management
• Support infrastructure, security, migration, and technology implementation projects.
• Prepare project plans, implementation schedules, risk assessments, and technical documentation.
• Coordinate project activities with users, vendors, and relevant stakeholders.
• Ensure system changes are properly tested, approved, documented, and communicated.
• Conduct post-implementation reviews and follow up on outstanding issues.
• Track project risks, timelines, costs, and deliverables.
• Escalate project delays, resource constraints, and technical risks to management.
• Vendor, Procurement and Asset Management
• Coordinate third-party vendors for maintenance, troubleshooting, procurement, and project implementation.
• Review vendor performance, service reports, quotations, and support agreements.
• Assist with IT budgeting, cost monitoring, and technology renewal planning.
• Maintain accurate IT asset, warranty, licensing, and contract records.
• Ensure equipment is properly assigned, tracked, maintained, and disposed of.
• Support technical evaluation of products, solutions, and vendor proposals.
• Monitor service contract expiry dates and renewal requirements.
• Reporting and Documentation
• Prepare regular reports on incidents, service levels, system availability, security risks, projects, and operational performance.
• Maintain standard operating procedures, system inventories, network diagrams, and configuration records.
• Prepare root cause analysis reports for major incidents.
• Highlight operational risks, resource constraints, and improvement recommendations to management.
• Ensure documentation is updated following system changes, project implementation, and incident resolution.

Qualifications And Experience

• Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 5-8 years of relevant IT infrastructure, network, system administration, or IT operations experience.
• At least 2 years of experience supervising an IT technical or support team.
• Experience supporting multi-site business operations is preferred.
• Experience in retail, warehouse, distribution, manufacturing, or corporate environments is an advantage.
• Experience coordinating vendors, infrastructure projects, and critical incident recovery is preferred.

Technical Knowledge

Candidates should have practical knowledge in several of the following areas:

• Microsoft Windows Server and Active Directory.
• DNS, DHCP, Group Policy, and identity management.
• Virtualisation platforms such as Hyper‑V, VMware, or Proxmox.
• Firewalls, VPN, switching, routing, Wi‑Fi, and network troubleshooting.
• Microsoft SQL Server or other database platforms.
• Backup, disaster recovery, and business continuity solutions.
• Google Workspace, Microsoft 365, or cloud administration.
• Endpoint management, antivirus, and patch‑management platforms.
• IT service management, incident management, and change management.
• Cybersecurity controls, vulnerability management, and audit compliance.
• Linux administration.
• Public cloud platforms such as Google Cloud, Microsoft Azure, or AWS.

Skills And Competencies

• Strong troubleshooting and problem‑solving abilities.
• Good leadership and team coordination skills.
• Ability to manage multiple incidents, projects, and priorities.
• Strong documentation and reporting skills.
• Good communication skills with technical teams, vendors, users, and management.
• Ability to explain technical issues clearly in business terms.
• Strong sense of ownership, accountability, and urgency.
• Ability to work independently and make decisions during operational incidents.
• Good planning, organisation, and time‑management skills.
• Ability to work under pressure during major system outages or business‑critical incidents.

Mobility And Travel Requirements

• Must possess a valid driving licence and own reliable transportation.
• Must be willing and able to travel to company offices, warehouses, branches, project sites, and other business locations as required.
• Must be willing to travel within Malaysia and internationally for system implementation, infrastructure projects, technical support, audits, vendor coordination, and other business requirements.
• Must be able to provide on‑site support outside the normal work location when operational needs arise.
• Must be willing to provide after‑hours escalation support for critical incidents, scheduled maintenance, and emergency recovery activities when required.
• Must hold a valid passport or be eligible to travel internationally when required by the company.

Preferred Certifications

• ITIL Foundation.
• Microsoft, VMware, Linux, or cloud certifications.
• Cisco, Aruba, Ruckus, Palo Alto, or Fortinet certifications.
• CompTIA Network+, Security+, or equivalent.

MR D.I.Y. is a home‑grown enterprise with over 1,300 stores across Malaysia and Brunei. The home improvement retailer has dedicated to make a positive difference in the lives of its valued customers by offering convenience at all its stores nationwide and online at mrdiy.com.my

All MR. D.I.Y. stores are managed directly and the retailer often works in collaboration with owners of shopfront properties or owners of malls. MR. D.I.Y. stores offer a wide selection of SKUs across five major categories, namely hardware; household and furnishing; electrical; stationery and sports equipment products; and others (comprising toys, car accessories, jewellery, cosmetics, food and beverage items, as well as health and personal care).

The Company strives to put its customers first by operating an innovative business that is flexible when it comes to providing a wide variety of products, good quality and value‑for‑money, holding true to the Company's motto of "Always Low Prices".

Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .