Senior Service Officer – DTECH

Richemont Luxury; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Richemont Luxury in Kuala Lumpur seeks an IT Service Operations & Infrastructure Manager to oversee LAN, servers, storage, backups, security, and user support, ensuring reliable operations for business activities.

The role leads Level 1–2 support, manages IT projects, digital transformation, training, vendor relations, procurement, and compliance with IT policies, aiming for operational excellence.

Qualifications

• Bachelor's degree in IT or a related technical field.
• Minimum of 3+ years in IT operations roles with leadership exposure.
• Experience in Windows environment including Office 365, SharePoint and AWS.
• Experience with Retail POS systems and SAP is highly desirable.
• Strong communication and problem-solving skills.

Responsibilities

• Oversee and maintain IT infrastructure including LAN, wireless, internet, servers, storage, backups, printing, and security systems.
• Lead Level 1–2 support for system issues, user queries, and SAP support.
• Supervise configuration, installation and maintenance of IT equipment and asset lifecycle management.
• Develop and enforce IT operational reports, procedures, and policies for efficiency.
• Ensure adherence to IT policies, security protocols, and regulatory compliance.
• Mentor junior IT staff and external teams; support regional digital development initiatives.
• Lead and manage IT project planning and deployments in office and boutique environments.
• Drive digital transformation by researching new technologies and solutions for business challenges.
• Provide training on IT infrastructure and applications to promote adoption and literacy.
• Collaborate with regional teams to support product rollouts and IT procurement.
• Oversee IT procurement processes and vendor management, including SLAs and cost analysis.

Skills

Autonomy

Strategic planning

Analytical thinking

Communication skills

Prioritization

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field

Tools

SAP

Office 365

SharePoint

AWS

Power BI

Power Automate

RPA

Cisco Meraki

Job description

IT Service Operations & Infrastructure Management (40%)

Oversee and ensurethe reliable operation and maintenance of all essential IT infrastructure for business operations, including local area networks (LAN), wireless networks, internet connectivity, servers, storage, backups, printing solutions, and security systems (e.g., anti-malware, firewalls).

Lead and managethe provision of Level 1 and Level 2 technical support for system-related issues, user queries, and SAP support, ensuring timely resolution and a strong customer-focused approach.

Supervise and executethe configuration, installation, and maintenance of IT equipment, including computers, peripherals, software, and mobile devices, ensuring adherence to company standards.

Managehardware and software inventory, including planning and executing hardware refresh cycles and optimizing asset lifecycle management.

Develop, implement, and enforceIT operational reports, procedures, and policies, driving continuous improvement in service delivery and operational efficiency.

Ensure strict adherenceto Company IT policies, security protocols, and regulatory compliance.

Provide guidance and mentorshipto any junior IT staff or external support teams, fostering their professional development and technical capabilities.

IT Project Leadership & Strategic Contribution (40%)

Lead and managethe planning and execution of IT project deployments and implementations related to IT in office and boutique environments, ensuring projects are delivered on time, within scope, and budget.

Activelydrivedigital transformation initiatives by researching, identifying, and evaluating new technologies and solutions to address local business challenges and enhance operational efficiency.

Overseethe delivery of training on IT infrastructure and applications to promote user adoption and digital literacy within the organization.

Collaborate closelywith the Regional Digital Development team, acting as the key local liaison for requirements, promoting in-house digital products, and providing technical assistance for product rollouts.

Identify and recommendnew technologies and solutions to enhance operational efficiency and business services, presenting findings and strategic recommendations to management.

Manage and optimizeIT procurement processes, including purchase order creation, goods receipt verification, invoice tracking, and reconciliation, ensuring cost-effectiveness and compliance.

OverseeIT vendor management in SAP, including the creation, extension, and updating of vendor records to ensure accuracy and compliance.

Lead vendor relationship management,negotiateservice level agreements (SLAs), and conduct cost-benefit analysis for IT procurements to ensure optimal value and service delivery.

QUALIFICATIONS:

Education:

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field.

Experience:

Minimum of 3+ years of progressive experience in IT roles, with demonstrated ability to manage IT operations independently or in a lead capacity.

Proven expertise in IT infrastructure management, helpdesk operations, and successful project delivery.

Strong experience working in a Windows environment, including Office 365, SharePoint and AWS environment.

Experience with Retail Point-Of-Sales (POS) systems and SAP is highly desirable.

Technical Skills:

Advanced understanding of networking protocols and services (DNS, DHCP, TCP/IP, LAN/WAN, FTP, Proxy).

Proficiency in IT service management frameworks (e.g., ITIL certification highly preferred).

Experience with cloud platforms, automation tools (e.g., Power BI, Power Automate, Robotic Process Automation - RPA), and cybersecurity best practices.

Knowledge of Cisco Meraki is an advantage.

Soft Skills & Attributes:

Exceptional ability to operate autonomouslyand take full ownership of local IT operations.

Ability to align IT initiatives with broader business objectives, contribute to strategic planning, and anticipate futuretechnologyneeds.

Strong analytical and critical thinking skills to diagnose and resolve complex IT issues, making informed and timely decisions.

Excellent ability to communicate complex technical information clearly and concisely to diverse audiences, including senior management, technical teams, and non-technical staff.

Highly motivated, disciplined, and focused on achieving operational excellence, project success, and continuous improvement.

Capable of managing multiple priorities, thriving in a dynamic and fast-paced environment, and handling occasional after-hours project work when required.

Strong commitment to delivering high-quality IT services, enhancing user satisfaction, and building strong relationships with internal stakeholders.