Senior IT Infrastructure & User Operations Lead

ThunderSoft; Penang; On-site; MYR 80,000 - 110,000; Full time

Job summary

ThunderSoft in Penang, Malaysia is seeking an IT Operations Lead to manage daily enterprise IT support, ensure service availability, and own ServiceNow ticket quality and KPI reporting. You will act as escalation point for Level 1 and Level 2 teams, and drive knowledge management, user experience improvements, plus server administration, patching, performance monitoring, and capacity planning.

The role emphasizes proactive monitoring and operational excellence within a dynamic IT environment at

Qualifications

• Lead daily IT operational support across enterprise users.
• Ensure high availability of IT services through proactive monitoring and incident management.
• Own ServiceNow ticket quality, KPI reporting, and operational excellence.
• Act as escalation point for Level 1 and Level 2 support teams.

Responsibilities

• Service Request Management
• Knowledge Management
• User Experience Improvement
• Server administration
• Patch management
• Performance monitoring
• Capacity planning
• One of the largest portions of the role.

Job description

ThunderSoft in Penang, Malaysia is seeking an IT Operations Lead to manage daily enterprise IT support, ensure service availability, and own ServiceNow ticket quality and KPI reporting. You will act as escalation point for Level 1 and Level 2 teams, and drive knowledge management, user experience improvements, plus server administration, patching, performance monitoring, and capacity planning.

The role emphasizes proactive monitoring and operational excellence within a dynamic IT environment at