IT Operation Assistant Manager

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

Job summary

Jora Malaysia is seeking an IT Operations Manager to support day-to-day management of IT infrastructure, networks, systems, service desk operations, and technical support across the organisation.

The role ensures stable, secure, and available IT services while coordinating internal IT teams, vendors, and business users, including involvement in infrastructure projects, cybersecurity controls, audits, incident management, disaster recovery, and continuous service improvement.

Qualifications

• IT Operations
• Team Leadership
• IT Service Management
• Cloud Platforms
• Cybersecurity Basics
• Incident Management
• Disaster Recovery

Responsibilities

• 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.

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. Vendor, Procurement and Asset Management

Coordinate third-party vendors for maintenance, troubleshooting, procurement, and project implementation.

Review vendor performance, service reports