To assist the IT Operations Manager in supporting the day-to-day management of IT infrastructure, networks, systems, service desk operations, and technical support activities across the organisation.

The role ensures that IT services remain stable, secure, and available while coordinating internal IT teams, vendors, and business users. The position also supports infrastructure projects, cybersecurity controls, audit compliance, incident management, disaster recovery, and continuous service improvement.

Key Responsibilities

IT Operations and Service Management
Manage daily IT infrastructure and support operations, including servers, networks, firewalls, storage, backup systems, cloud services, endpoints, and business applications.
Monitor system availability, performance, capacity, and security to ensure reliable IT services.
Coordinate incident resolution and ensure critical issues are escalated and resolved within agreed service levels.
Review recurring incidents and implement preventive and permanent corrective actions.
Maintain IT operational procedures, escalation processes, support documentation, and technical records.
Support business operations across headquarters, offices, warehouses, branches, and remote locations.
Coordinate planned maintenance activities and minimise operational disruption.
Team Supervision and Coordination
Supervise and guide infrastructure, network, system administration, and service desk personnel.
Assign tasks, monitor workloads, and ensure timely completion of support requests and projects.
Coach team members and identify technical training and development needs.
Ensure sufficient support coverage during leave, maintenance activities, and critical incidents.
Promote effective communication and cooperation within the IT team and with business departments.
Monitor team performance and provide regular operational updates to management.
Infrastructure and Network Management
Support the administration of physical and virtual servers, Active Directory, DNS, DHCP, Group Policy, databases, and cloud platforms.
Oversee LAN, WAN, Wi-Fi, VPN, internet connectivity, firewalls, and site-to-site connections.
Coordinate server, network, and security equipment upgrades, replacements, and maintenance.
Ensure infrastructure configurations follow approved standards, security requirements, and technical baselines.
Monitor infrastructure utilisation and recommend capacity upgrades where necessary.
Maintain network diagrams, system architecture documentation, and configuration records.
Support new office, warehouse, and branch setup activities.
Information Security and Compliance
Ensure IT operations comply with company policies, audit requirements, and security standards.
Support user access reviews, privileged access controls, password policies, and account management.
Ensure system, security, and administrative logs are enabled, retained, and reviewed.
Assist with internal and external audits by preparing evidence, reports, and remediation plans.
Coordinate security patching, vulnerability remediation, and endpoint protection activities.
Support incident response involving malware, unauthorised access, data exposure, or service disruption.
Ensure changes to critical systems are properly authorised, tested, and documented.
Backup, Disaster Recovery and Business Continuity
Ensure scheduled backups are completed successfully and backup failures are investigated promptly.
Conduct regular backup restoration and disaster recovery tests.
Maintain disaster recovery procedures, system recovery priorities, and emergency contact lists.
Support business continuity planning and infrastructure redundancy improvements.
Ensure critical systems have appropriate Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).
Coordinate recovery activities during major system or infrastructure outages.
Project and Change Management
Support infrastructure, security, migration, and technology implementation projects.
Prepare project plans, implementation schedules, risk assessments, and technical documentation.
Coordinate project activities with users, vendors, and relevant stakeholders.
Ensure system changes are properly tested, approved, documented, and communicated.
Conduct post-implementation reviews and follow up on outstanding issues.
Track project risks, timelines, costs, and deliverables.
Escalate project delays, resource constraints, and technical risks to management.
Vendor, Procurement and Asset Management
Coordinate third-party vendors for maintenance, troubleshooting, procurement, and project implementation.
Review vendor performance, service reports, quotations, and support agreements.
Assist with IT budgeting, cost monitoring, and technology renewal planning.
Maintain accurate IT asset, warranty, licensing, and contract records.
Ensure equipment is properly assigned, tracked, maintained, and disposed of.
Support technical evaluation of products, solutions, and vendor proposals.
Monitor service contract expiry dates and renewal requirements.
Reporting and Documentation
Prepare regular reports on incidents, service levels, system availability, security risks, projects, and operational performance.
Maintain standard operating procedures, system inventories, network diagrams, and configuration records.
Prepare root cause analysis reports for major incidents.
Highlight operational risks, resource constraints, and improvement recommendations to management.
Ensure documentation is updated following system changes, project implementation, and incident resolution.

Qualifications And Experience

Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
Minimum 5–8 years of relevant IT infrastructure, network, system administration, or IT operations experience.
At least 2 years of experience supervising an IT technical or support team.
Experience supporting multi-site business operations is preferred.
Experience in retail, warehouse, distribution, manufacturing, or corporate environments is an advantage.
Experience coordinating vendors, infrastructure projects, and critical incident recovery is preferred.

Technical Knowledge

Candidates should have practical knowledge in several of the following areas:

Microsoft Windows Server and Active Directory.
DNS, DHCP, Group Policy, and identity management.
Virtualisation platforms such as Hyper-V, VMware, or Proxmox.
Firewalls, VPN, switching, routing, Wi-Fi, and network troubleshooting.
Microsoft SQL Server or other database platforms.
Backup, disaster recovery, and business continuity solutions.
Google Workspace, Microsoft 365, or cloud administration.
Endpoint management, antivirus, and patch-management platforms.
IT service management, incident management, and change management.
Cybersecurity controls, vulnerability management, and audit compliance.
Linux administration.
Public cloud platforms such as Google Cloud, Microsoft Azure, or AWS.

Skills And Competencies

Strong troubleshooting and problem-solving abilities.
Good leadership and team coordination skills.
Ability to manage multiple incidents, projects, and priorities.
Strong documentation and reporting skills.
Good communication skills with technical teams, vendors, users, and management.
Ability to explain technical issues clearly in business terms.
Strong sense of ownership, accountability, and urgency.
Ability to work independently and make decisions during operational incidents.
Good planning, organisation, and time-management skills.
Ability to work under pressure during major system outages or business-critical incidents.

Mobility And Travel Requirements

Must possess a valid driving licence and own reliable transportation.
Must be willing and able to travel to company offices, warehouses, branches, project sites, and other business locations as required.
Must be willing to travel within Malaysia and internationally for system implementation, infrastructure projects, technical support, audits, vendor coordination, and other business requirements.
Must be able to provide on-site support outside the normal work location when operational needs arise.
Must be willing to provide after-hours escalation support for critical incidents, scheduled maintenance, and emergency recovery activities when required.
Must hold a valid passport or be eligible to travel internationally when required by the company.

Preferred Certifications

Any of the following certifications would be an advantage:

ITIL Foundation.
Microsoft, VMware, Linux, or cloud certifications.
Cisco, Aruba, Ruckus, Palo Alto, or Fortinet certifications.
CompTIA Network+, Security+, or equivalent.

MR D.I.Y. is a home-grown enterprise with over 1,300 stores across Malaysia and Brunei. The home improvement retailer has dedicated to make a positive difference in the lives of its valued customers by offering convenience at all its stores nationwide and online at mrdiy.com.my

All MR. D.I.Y. stores are managed directly and the retailer often works in collaboration with owners of shopfront properties or owners of malls. MR. D.I.Y. stores offer a wide selection of SKUs across five major categories, namely hardware; household and furnishing; electrical; stationery and sports equipment products; and others (comprising toys, car accessories, jewellery, cosmetics, food and beverage items, as well as health and personal care).

The Company strives to put its customers first by operating an innovative business that is flexible when it comes to providing a wide variety of products, good quality and value-for-money, holding true to the Company’s motto of “Always Low Prices”.

3 Mps Jobs in Selangor - November 2026 - High Salaries

Manage Alert

IT Operation Assistant Manager

IT Operation Assistant Manager

IT Operation Assistant Manager