IT Operations Lead

Elitez Pte Ltd; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A technology services company in Kuala Lumpur is seeking an IT Operations Lead to manage and ensure the smooth operation of IT infrastructure and end-user support. The ideal candidate will oversee the IT Helpdesk team while ensuring high-quality IT service delivery across the organization. With 5–6 years of experience in IT operations and strong vendor management skills, you will drive compliance and performance improvements within the team.

Qualifications

• 5–6 years of experience in IT operations, application support, or infrastructure management.
• Minimum 2–3 years of experience leading an IT support/helpdesk team.
• Strong knowledge of infrastructure, networking, and cloud platforms.

Responsibilities

• Oversee day-to-day IT operations ensuring system reliability and performance.
• Lead and mentor the IT Helpdesk Support team.
• Ensure compliance with IT policies and security requirements.

Skills

Infrastructure management

Vendor management

Troubleshooting

Analytical skills

Leadership

Education

Bachelor’s degree in Information Technology

Tools

Microsoft 365

AWS

Azure

Salesforce

Jira

Job description

Job Summary: The IT Operations Lead is responsible for managing and ensuring the smooth operation of IT infrastructure, end‑user support, business applications, and cloud contact center systems. This role oversees the IT Helpdesk team, manages vendor relationships, and ensures high‑quality IT service delivery across the organization. The ideal candidate is a hands‑on leader with strong technical capability, vendor management skills, and a proven track record in IT operations and application support.

Job Responsibilities:

IT Operations & Infrastructure Management

• Oversee day‑to‑day IT operations (locally & globally), ensuring system reliability, high availability, and optimal performance.
• Manage IT infrastructure including servers, networks, endpoints, cloud platforms, and security tools.
• Monitor system health, troubleshoot issues, and ensure timely resolution of operational incidents.
• Maintain IT operational policies, SOPs, asset inventories, and documentation.
• Ensure backup, disaster recovery, and business continuity processes are enforced and tested.

IT Helpdesk Leadership

• Lead, mentor, and supervise the IT Helpdesk Support team.
• Manage ticket assignment, prioritization, and SLA compliance through Jira Service Management.
• Conduct performance reviews, training, and skills development for helpdesk staff.
• Drive continuous improvement in service delivery and user satisfaction.
• Provide administrative support and troubleshooting for enterprise applications including Microsoft 365, Jira, Salesforce, Cloudflare, DNS, and cloud contact center platforms (e.g., Amazon Connect, IPScape, Twilio).
• Conduct root cause analysis for recurring issues and document long‑term solutions.
• Maintain application documentation, SOPs, and user guides.
• Configure call flows, IVRs, routing queues, user profiles, and reporting dashboards for contact center platforms.
• Troubleshoot telephony issues and coordinate with external vendors for escalations.
• Ensure compliance, security, and optimal performance of the contact center environment.

IT Governance, Security & Compliance

• Ensure compliance with IT policies, security frameworks, and regulatory requirements.
• Work with cybersecurity teams to monitor vulnerabilities and respond to incidents.
• Implement identity, access control, and system monitoring best practices.
• Manage relationships with IT vendors, service providers, and technology partners.
• Review vendor performance, SLAs, contracts, and service levels to ensure accountability.
• Negotiate renewals, pricing, and service improvements to optimize cost and value.
• Coordinate with vendors during system issues, escalations, upgrades, or deployment projects.
• Evaluate and recommend new vendors or tools to support business needs.
• Lead IT operational improvement initiatives, system upgrades, and digital transformation projects.
• Participate in cross‑functional projects requiring IT expertise or support.
• Propose and implement new technologies or automation opportunities to enhance operational efficiency.
• Prepare regular operational reports and performance metrics for management.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5–6 years of experience in IT operations, application support, or infrastructure management.
• Minimum 2–3 years of experience leading an IT support/helpdesk team.
• Experience supporting cloud contact center environments.
• Strong knowledge of infrastructure, networking, cloud platforms (AWS, Azure, GCP), and endpoint management tools.
• Hands‑on application support experience with Microsoft 365 (mandatory), Azure/AWS, Jira, Salesforce, Cloudflare, DNS, and Cisco Meraki.
• Experience managing vendor and service provider relationships—including contracts, SLAs, and performance reviews.
• ITIL‑based operations experience (incident, problem, change management).
• Strong troubleshooting, analytical, and documentation skills.
• Excellent communication and leadership abilities.
• Ability to perform under pressure and support a fast‑paced environment.

Kuala Lumpur City Centre, Kuala Lumpur, MY