Senior IT Operations Engineer

TencentKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

Tencent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Tencent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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About The Hiring Team

Tencent Overseas IT has the mission to empower Tencent’s rapid global growth with future ready, global IT platforms, applications and services. We are chartered to lead the Overseas IT strategy, architecture, roadmap and execution. Satisfying our internal / external customers and becoming a world class global IT team are our top aspirations.

About The Hiring Team

What The Role Entails

We are looking for a Senior IT Operation engineer to drive strategic IT initiatives and lead end-to-end IT service operations within a global IT Shared Services environment. This role requires a strong blend of project leadership, operational excellence, customer-centric thinking, and business acumen, who can seamlessly integrate business goals with technical execution.

Key Responsibilities :

Strategic Project Delivery & Analysis

Lead full lifecycle project management of IT and digital transformation initiatives across APAC and global regions.
Prepare business cases, proposals, and reports for senior leadership and global stakeholders.
Deliver projects on time and within budget through structured methodologies (e.g. Agile, PMP, PRINCE2).

IT Operations & Shared Services Leadership

Manage day-to-day operations of a global IT Shared Services Centre supporting over 2,000+ users in 30+ locations.

Oversee IT asset management, governance controls, resource allocation, KPI / SLA compliance, and performance tracking.

Establish and refine operating frameworks, SOPs, and escalation procedures to drive service quality and resilience.

Lead teams of engineers and analysts; ensure high service availability and rapid incident resolution.

Run a 24 / 7 IT Shared Services Hub with 99.90% uptime using SRE principles (SLIs / SLOs, incident postmortems).

Replace manual workflows with Python / RPA scripts, Terraform, or chatbots (e.g., Slackbot for access requests).

Asset lifecycle management (Manage tangible and intangible full lifecycle asset management, ServiceNow or similar product).

Lead a team handling Mac / Windows / Linux fleets, AV systems, and office networks (Wi-Fi, IOT devices).

Lead IT portions of audits and automate compliance evidence collection, Enforce SOC2 / ISO27001 controls (device encryption, SSO, endpoint detection).

Financial & Cost Management

Support financial planning including cost projection and optimization, P&L alignment, and vendor contract management.

Align financial planning with strategic IT goals to maximize return on investment and drive cost efficiency.

Customer Experience & Service Excellence

Drive operational excellence through process standardization, automation, and Lean improvements.

Collaborate with regional stakeholders to identify pain points, improvement opportunities, and automation potential.

Monitor and enhance customer experience metrics, ensuring user satisfaction and service quality.

People & Performance Management

Coach and mentor a team of 10+ IT operation specialists; overseeing performance reviews, skills assessments, training, and career development planning for team members.

Foster a culture of accountability, agility, and high performance across the operations and project teams.

Who We Look For

Education & Experience

Bachelor’s degree in IT, Engineering, Business, or a related field.

Minimum 7 years of experience in IT project and operations management, ideally within shared services or MNC environments.

Proven experience in P&L ownership, cost management, cost optimization, and strategic vendor engagement.

Technical & Operational Expertise

Hands-on experience in IT asset management, data analytics, process digitalization, and automation.

Proficient in project and ticket management tools such as Jira, Confluence, and ServiceNow.

Strong grasp of ITIL, Agile / Scrum / Lean methodologies, and project governance frameworks (e.g., PMP, PRINCE2).

Soft Skills & Domain Relevance

Bilingual proficiency in English and Chinese (spoken and written) to interact with stakeholders in China HQ and other regions; familiarity with APAC cultural practices is a plus.

Ability to thrive in fast-paced, high-growth environments, particularly in the internet or technology industry.

Equal Employment Opportunity at Tencent

As an equal opportunity employer, we firmly believe that diverse voices fuel our innovation and allow us to better serve our users and the community. We foster an environment where every employee of Tencent feels supported and inspired to achieve individual and common goals.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Software Development

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It Engineer • Kuala Lumpur, Kuala Lumpur, Malaysia