Kerja Sepenuh Masa, Senior TechOps Engineer di TIME DotCom Berhad Selangor - Maukerja

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 escalate and track issues, maintain documentation and contribute to continuous service improvement.

Your work life:

• 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.