Job Description

About the Role

The Lead, IT Operations (ITOS) is responsible for managing the company's internal IT infrastructure and operations, while also leading the support team that provides post-implementation support to external clients. This role ensures operational stability, security, and responsiveness, and serves as the escalation point for client issues through the ticketing system.

Key Responsibilities

Internal IT Operations

Manage and maintain company IT infrastructure including servers, networks, storage, virtualization, cloud, backups, and security systems. Oversee internal IT support for end-user devices, accounts, access, and software. Monitor system performance, conduct patching, updates, and preventive maintenance. Maintain IT asset inventory, license compliance, and documentation. Implement and enforce IT security policies and procedures aligned with ISO 27001.

External Client Support (Post-Implementation)

Lead the IT support team handling client support after project delivery. Serve as the escalation point for support tickets raised by clients, ensuring timely resolution and SLA compliance. Coordinate troubleshooting, root cause analysis (RCA), and permanent fixes for client-reported issues. Monitor ticket trends and recurring issues to propose preventive measures and improvements. Maintain clear communication with client stakeholders on ticket status, response times, and resolutions. Ensure smooth handover from project teams to support teams for new clients. Solutions supported are primarily data engineering/analytics stacks (Cloudera, Snowflake, Talend, Tableau, Power BI, RapidMiner, etc.).

Requirements

Bachelor's degree in IT, Computer Science, or related field. 7+ years in IT operations or technical support, with at least 3 years in a leadership role. Experience in a vendor or managed services environment is preferred.

Skills & Competencies

Strong technical knowledge of Linux, infrastructure, networks, cloud, and support operations. Familiarity with ticketing systems, ITIL processes, and SLA-based environments. Excellent problem-solving, decision-making, and leadership skills. Strong communication and client-handling abilities.
Job Types: Full-time, Permanent

Pay: Up to RM10,000.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Parental leave Professional development
Application Question(s):

Do you have at least 3 years of leadership/management experience? How would you rate your proficiency in Linux administration and commands? (Beginner / Intermediate / Advanced) Which of these have you worked with? (Select all that apply: Cloudera, Snowflake, Talend, Tableau, Power BI, RapidMiner, None)
Experience:

IT operations or technical support: 5 years (Preferred)
Work Location: In person