IT Operations Support Specialist

Lavu Tech Solutions; Selangor; On-site; MYR 67,000 - 112,000; Full time

Job summary

Lavu Tech Solutions in Malaysia is seeking an IT Operations Support Specialist who will act as the primary technical contact for internal teams, handling incidents via Jira, email, and Microsoft Teams, while leveraging AI-assisted analysis and automation to ensure fast, accurate, and well-documented resolutions.

In this role you will monitor daily IT operations, promote AI tool adoption, design automation workflows, maintain knowledge bases, and proactively reduce incident rates during peak

Qualifications

• Bachelor’s degree or above, or associate degree with 3+ years IT operations experience.
• At least 2 years of experience supporting e-commerce or internet systems.
• Experience with AI tools, automation, or workflow optimization is a strong plus.

Responsibilities

• Handle incidents via Jira, email, and Teams with well-documented tickets.
• Resolve >80% of common issues independently.
• Develop and maintain AI-assisted incident reports and technical docs.
• Create standardized troubleshooting documentation and knowledge base articles.
• Improve Jira/Confluence workflows and automation.

Skills

Attention to detail

Analytical thinking

Communication (English & Chinese)

Problem solving

Team collaboration

Education

Bachelor’s degree or above

Associate degree with 3+ years IT operations experience

Tools

Jira

Confluence

Power Automate

AI tooling

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.

Provide daily IT operational support for Lenovo Id & e-commerce systems, ensure business stability during critical periods, and improve operational efficiency through the practical use of AI tools and automated workflows.

2. Job Summary

We are looking for a detail-oriented and responsible IT Operations Support Specialist who has a solid technical foundation and is willing to leverage AI tools and automation to optimize support processes. This role acts as the primary technical contact for internal business teams (Customer Service, Logistics, Marketing, etc.), handling incidents through Jira, email, and Microsoft Teams, while using AI-assisted analysis and automation to ensure fast, accurate, and well-documented issue resolution.

3. Key Responsibilities

1. Daily IT Operations Support

• Receive and manage support requests via Jira, email, and Microsoft Teams with complete and accurate ticket documentation;
• Independently resolve over 80% of common issues;
• Use historical cases and AI-assisted tools to accelerate issue diagnosis and resolution.

2. AI Tool Adoption

Use AI tools (e.g. Copilot-style assistants, intelligent search or text analysis tools) to:

• Support root cause analysis and troubleshooting;
• Generate or improve incident reports, user communications, and technical documentation;
• Enhance knowledge search, summarization, and bilingual communication efficiency;
• Explore responsible and compliant use of AI in operational support scenarios.

3. Automation & Workflow Optimization

• Use or help design automation, low-code, or no-code workflows for:
• Ticket classification and information consolidation;
• Automated data collection and basic operational reporting;
• Continuously improve Jira, Confluence, and collaboration workflows through standardized templates and processes.

4. Lenovo Id & E-commerce Critical Event Support

• Proactively assess system risks before major events such as promotions or product launches;
• Reduce incident rates during peak periods through historical analysis and preventive actions.

5. Documentation & Knowledge Management

• Create and maintain standardized troubleshooting documentation and knowledge base articles;
• Produce regular operational reports (issue types, resolution time, recurrence rates);
• Improve documentation efficiency and quality through AI and automation support.

4. Qualifications

(1) Education & Experience

• Bachelor’s degree or above; or Associate degree with 3+ years of relevant IT operations experience;
• At least 2 years of experience supporting e-commerce or internet systems;
• Experience with AI tools, automation, or workflow optimization is a strong plus

(2) Technical & Tool Skills

• Familiarity with database query tools and basic data concepts;
• Proficient with Jira, Confluence, and ITSM processes;
• Preferred capabilities include:
• Using AI assistants for troubleshooting, documentation, or data organization;
• Using automation or low-code tools (e.g. Power Automate, scripts, workflow tools);
• Strong Chinese and English reading and writing skills.