IT Operation Manager

Elitez Pte Ltd; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A technology solutions provider in Kuala Lumpur is seeking an experienced IT Operations Manager to oversee daily operations and lead the IT Helpdesk Support team. You will manage IT infrastructure, ensuring stability and performance while fostering a culture of continuous improvement. The ideal candidate has over 5 years of experience in IT operations and a strong background in leading support teams. This position offers competitive compensation and opportunities for professional growth.

Qualifications

• 5-6 years of experience in IT operations, infrastructure management, or application support.
• 2-3 years of experience leading an IT support or helpdesk team.
• Experience with cloud contact center platforms.

Responsibilities

• Oversee daily IT operations ensuring system stability and performance.
• Lead and mentor the IT Helpdesk Support team.
• Manage IT infrastructure including servers, networks, and cloud environments.
• Ensure adherence to IT policies and security standards.
• Identify and implement new technologies to improve efficiency.

Skills

Strong knowledge of IT infrastructure

Excellent troubleshooting skills

Vendor relationship management

Strong communication capabilities

Cloud technologies (AWS, Azure, GCP)

Leadership capabilities

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft 365

Jira / Jira Service Management

Salesforce

Cloudflare

Cisco Meraki

Job description

1. IT Operations & Infrastructure Management

Oversee daily IT operations across local and global environments, ensuring system stability, availability, and optimal performance.

Manage and maintain IT infrastructure including servers, networks, endpoints, cloud environments, and security solutions.

Monitor system performance, troubleshoot issues, and ensure timely resolution of operational incidents.

Maintain IT operational policies, SOPs, asset inventories, and relevant documentation.

Ensure implementation and routine testing of backup, disaster recovery, and business continuity processes.

2. IT Helpdesk Leadership

Lead, supervise, and mentor the IT Helpdesk Support team.

Oversee ticket assignment, prioritization, and SLA adherence using Jira Service Management.

Conduct performance evaluations, training sessions, and skill development plans for helpdesk staff.

Drive continuous service improvement initiatives to enhance user experience and service delivery.

Provide administrative support and troubleshooting for key enterprise applications, including:

• Microsoft 365 (M365): user provisioning, license management, Teams & SharePoint administration, Exchange Online support.
• Jira / Jira Service Management: workflows, automation, dashboards, and access management.
• Salesforce: access troubleshooting, basic configuration, reporting, and vendor coordination for complex issues.
• Cloudflare: DNS, firewall rules, Zero Trust configuration, performance and security monitoring.
• DNS Management: handling A, CNAME, MX, TXT, SPF, DKIM, and DMARC records.

Perform root cause analysis for recurring issues and document permanent solutions.

Maintain updated application documentation, SOPs, and user manuals.

Support and manage cloud contact center platforms (e.g., Amazon Connect, IPScape, Twilio).

Configure IVRs, call flows, routing queues, user roles, and reporting dashboards.

Troubleshoot telephony-related issues and liaise with external vendors for escalations.

Ensure security, compliance, and optimal performance of the contact center system.

5. IT Governance, Security & Compliance

Ensure adherence to IT policies, security standards, and industry regulations.

Collaborate with cybersecurity teams to monitor vulnerabilities and address incidents.

Implement best practices for identity management, access control, and system monitoring.

Manage relationships with IT vendors, service providers, and technology partners.

Review vendor performance, contracts, SLAs, and service quality to ensure accountability.

Negotiate renewals, pricing, and service enhancements to optimize value and cost efficiency.

Coordinate with vendors during escalations, system issues, upgrades, and deployments.

Assess, shortlist, and recommend new vendors or tools to support business objectives.

Lead IT operational improvement initiatives, system upgrades, and digital transformation projects.

Support and contribute to cross‑functional projects that require IT expertise.

Identify and implement new technologies or automations to improve productivity and efficiency.

Prepare operational reports and performance metrics for management review.

Required Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field.

5–6 years of experience in IT operations, infrastructure management, or application support.

At least 2–3 years of experience leading an IT support or helpdesk team.

Experience working with cloud contact center platforms.

Required Skills & Experience

Strong knowledge of IT infrastructure, networking, cloud technologies (AWS, Azure, GCP), and endpoint management tools.

Hands‑on experience with M365 (mandatory), Azure/AWS, Jira, Salesforce, Cloudflare, DNS, and Cisco Meraki.

Proven experience in managing vendor relationships, including SLAs, contracts, and performance reviews.

Familiarity with ITIL‑based processes (incident, problem, change management).

Excellent troubleshooting, analytical, and documentation skills.

Strong communication and leadership capabilities.

Ability to perform well under pressure in a fast‑paced environment.