Senior TechOps Engineer

TIME dotCom Berhad; Shah Alam; Presencial; MYR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working hours

Smart casual dress code

Health and wellbeing support

Learning and growth opportunities

Indoor slide and cafe at office

Free parking

Descripción de la vacante

TIME dotCom Berhad is seeking a Senior TechOps Engineer to join our retail IT team. You will provide advanced technical support, manage incidents and problems, and help improve stability, performance, and automation of IT systems.

You will mentor juniors, document procedures, and collaborate with engineering and operations to ensure reliable service delivery. The role requires 3–5 years in IT operations, hands-on experience with Windows, macOS, Linux, and ticketing platforms, and strong

Formación

• 3–5 years in IT support, application support helpdesk or related technical operations role.
• Bachelor’s degree or higher in Computer Science/IT is preferred.

Responsabilidades

• Provide advanced technical support to internal users via ticketing systems, email, or chat.
• Diagnose and resolve incidents; drive permanent solutions and root-cause analysis.
• Escalate complex issues with detailed documentation when needed.
• Monitor system health and performance; respond to alerts and follow-ups.
• Assist in access provisioning and software license management for internal systems.
• Create and maintain user-friendly technical guides and runbooks.
• Identify automation opportunities to improve service efficiency and standardisation.
• Collaborate with engineering and operations teams to ensure reliable service delivery.

Conocimientos

Advanced IT support

Incident handling

System monitoring

Scripting / automation

Communication

Educación

Advanced Diploma or Bachelor’s degree in Computer Science or IT

Herramientas

Jira Service Management

ServiceNow

Descripción del empleo

The position reports to the Head of TechOps.

Job Overview:

We are looking for a skilled and passionate Senior TechOps Engineer to join our dynamic retail IT team. In this senior-level role, you will be responsible for providing advanced technical support, drive effective incident and problem resolution, ensuring stability, performance and continuous improvement of IT systems. You’ll act as an escalation point for technical issues, mentor junior team members, work closely with internal teams to escape? Actually "toes..." to escape and track issues, maintain documentation and contribute to continuous service improvement.

• Advanced User Support: Respond to technical queries and issues from internal users via ticketing systems, email or chat.
• Incident and Problem Resolution: Diagnose, troubleshoot customer issues and collaborate with internal teams to resolve the issues. Identify recurring issues and drive recommendation for permanent solutions.
• Technical Escalation Management: Identify issues requiring higher-level support and escalate appropriately with detailed documentation.
• System Monitoring: Monitor system health, availability and performance using dashboards and alerting tools, logs and operational tools. Investigate alerts and ensure appropriate follow-up actions are completed.
• Access Provisioning and Software License Management: Assist in managing internal user access to systems and software licenses for Retail owned systems.
• Technical Documentation: Develop and maintain clear and user-friendly guides, FAQs, and troubleshooting steps.
• Automation and Process Improvement: Identify opportunities to improve service efficiency through automation, scripting, self-service, workflow optimisation, monitoring enhancements and standardisation.
• Collaboration: Work with engineering and operation teams to ensure consistent service delivery and user satisfaction.

To be considered, you’ll need:

• Education: Advanced Diploma or Bachelor’s degree in Computer Science, Information Technology or a related field.
• Experience: 3–5 years in IT support, application support helpdesk or related technical operations role.

Technical Skills:

• Strong knowledge of enterprise IT environments, networking fundamentals, operating systems, endpoint technologies and common business applications.
• Hands‑on experience supporting Windows, macOS, and Linux environments.
• Strong experience with IT service management and ticketing platforms such as Jira Service Management, ServiceNow or equivalent.
• Experience managing incidents, service requests, problems, changes, escalations, and service-level commitments.
• Practical experience with system monitoring, alerting, log analysis, and performance troubleshooting.
• Ability to use scripting or automation tools such as PowerShell, Bash or Python to improve operational efficiency.

Soft Skills:

• Strong analytical, diagnostic and problem‑solving capabilities.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Ability to remain calm and structured when managing high-priority or major incidents.
• Strong ownership and accountability for issue resolution and service quality.
• Ability to prioritise competing demands and work effectively in a fast‑paced operational environment.
• Strong documentation, reporting and knowledge‑management discipline.
• Customer‑focused, collaborative, and committed to continuous improvement.
• Willingness to participate in an on‑call, standby, or after‑hours support rotation where required.

What you get:

• Cool and innovative working environment
• Work‑life balance and our working hours are flexible
• We are too cool for ties. Smart casual is our game!
• We care about you and your family’s health and wellbeing
• Learning and growth opportunity
• We have an indoor slide and a cafe! How fun is that?!
• Free car park within the company compound

*Only shortlisted candidates will be notified.