Job Scope 

The job holder is responsible for delivering high-quality technical support for daily operations, executing timely fault isolation and recovery.

Job Duties
Operation Management

• Oversee end‑to‑end operations and support services, including system monitoring, ticket management, user enquiry handling, and coordination with internal teams while ensuring adherence to operational risk controls.

• Coordinate efficiently with vendors to ensure timely delivery of services, equipment, and repairs according to contractual obligations.

• Collaborate with vendors and internal IT teams to evaluate, adopt, and implement new infrastructure technologies and improvements.

Policy & Procedures

• Establish, maintain, and update operational instructions, procedures, and policies to ensure consistent execution and compliance.

Team Development

• Develop, maintain, and expand the operational Knowledge Base to support daily operations and enable effective knowledge transfer to team members in a timely manner.

Others

• Ensure SLA achievement 

• Delivery of operation reports, management report and customer report

Job Requirements

• Higher Diploma in IT/Computer or related subjects or equivalent qualification.

• MCSE / CCNA / CCNP certificated holders preferred.

• Holders of Cloud-related certificates (eg. Azure, AWS or GCP) are highly preferred.

• 4 years relevant experience in IT service provider / ICT industry.

• Hands-on experience on Intel-base, Linux, email system and various Industrial network equipment; such as Cisco, Juniper, Fortigate, Trend Mirco, etc.

• Understanding of LAN / WAN, TCP/IP networking, DNS, VPN, firewall router and switch.- Web hosting, domain name, email system and alarm monitoring/NOC is preferred.