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Lead, IT Operations
QuandaticsKuala Lumpur, Kuala Lumpur, Malaysia18 hours ago
Job descriptionLead the IT support team responsible for 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 service 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. Solution to support are primarily data engineering / data analytics solutions that involves technology stacks such as Cloudera, Snowflake, Talend, Tableau, PowerBI, RapidMiner, etc. Bachelor's degree in IT / Computer Science or related field. 5 years in IT operations or technical support, with at least 2 years in a leadership role. Prior experience in a vendor or managed services environment is preferred. Strong technical knowledge of Linux commands, infrastructure, networks, cloud, and support operations. Experience in ticketing systems, ITIL processes, and SLA-based environments. Excellent problem-solving, decision-making, and people leadership skills. Strong communication and client-handling abilities.
The Lead, IT Operations (ITOS) is responsible for managing the company's internal IT infrastructure and operations, as well as leading the support team that provides post-implementation support to external clients. This role ensures operational stability, security, and responsiveness, and leads the IT support team in resolving issues raised by clients through a ticketing system after project deployment.
Key Responsibilities :
Internal IT Operations
- Manage and maintain company IT infrastructure including servers, network, storage, virtualization, cloud, backups, and security systems.
- Oversee internal IT support for end-user devices, accounts, access, and software.
- Monitor system performance, conduct regular 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)
Requirements
Skills & Competencies
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Operation • Kuala Lumpur, Kuala Lumpur, Malaysia
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