Full Time Information Technology Operations Support Jobs, in Pride Global Shah Alam - Ricebowl

IT Operations Support Specialist – AI Tools

Location: Petaling Jaya

Employment type : Contract

Contract Duration : 6 months, extendable up to 1 year.

Working arrangement : Onsite

Salary Range : Max RM7.5k

Open to : Malaysian and PR

Role Summary

We are looking for a proactive and detail-oriented IT Operations Support Specialist to provide operational support for e-commerce platforms. Beyond resolving day-to-day technical issues, this role will actively leverage AI-powered tools, intelligent automation, and digital workflows to enhance service quality, improve operational efficiency, and accelerate issue resolution.

Key Responsibilities

AI-Driven IT Operations Support

• Manage and resolve support requests received through Jira, Microsoft Teams, and email, ensuring accurate ticket documentation and timely follow-up.
• Independently resolve the majority of operational incidents while escalating complex issues through established ITSM processes.
• Leverage AI-powered assistants and intelligent search tools to accelerate troubleshooting, identify root causes, and recommend effective solutions.
• Continuously improve support quality by utilizing historical knowledge, AI-generated insights, and operational analytics.

AI Tools & Intelligent Productivity

• Actively utilize AI solutions (such as Microsoft Copilot, ChatGPT, Gemini, or similar enterprise AI assistants) to:
• Perform faster root cause analysis and incident investigation.
• Generate and enhance technical documentation, incident reports, and user communications.
• Summarize logs, support tickets, and operational findings.
• Improve bilingual communication and documentation efficiency.
• Increase knowledge discovery and reduce repetitive manual work.
• Explore innovative and compliant ways to incorporate AI into daily IT operations and support processes.

Workflow Automation & Process Optimization

• Design, implement, or maintain automation workflows using Power Automate, scripting, or low-code/no-code platforms.
• Automate repetitive operational activities, including:
• Ticket routing and categorization
• Data collection and reporting
• Notification and approval workflows
• Routine operational tasks
• Improve Jira, Confluence, and collaboration processes through standardized templates, automation, and AI-assisted documentation.

E-commerce Operations

• Provide operational support for e-commerce platforms to ensure service availability and business continuity.
• Conduct proactive system health checks and risk assessments before major campaigns, product launches, and promotional events.
• Analyze historical incidents to identify trends, reduce recurring issues, and implement preventive measures.

Knowledge Management & Reporting

• Create, maintain, and continuously improve technical knowledge base articles and troubleshooting guides.
• Produce regular operational reports covering incident trends, resolution times, SLA performance, and recurring issues.
• Utilize AI tools to improve documentation quality, consistency, and reporting efficiency.

Qualifications

Education & Experience

• Bachelor's Degree in Computer Science, Information Technology, or a related discipline. Associate Degree holders with relevant experience are also encouraged to apply.
• Minimum 2 years of experience in IT Operations, Application Support, E-commerce, or Internet-based environments.
• Hands-on experience using AI tools, workflow automation, or digital productivity solutions is highly preferred.

Technical Skills

• Basic knowledge of HTML, CSS, and JavaScript for troubleshooting front-end issues.
• Familiarity with SQL, database queries, and basic data analysis.
• Experience working with Jira, Confluence, and IT Service Management (ITSM) processes.
• Exposure to AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Gemini, Claude, or similar) for troubleshooting, documentation, research, or operational support.
• Experience with Power Automate, scripting, low-code/no-code platforms, or workflow automation tools is an advantage.

Preferred Competencies

• Passion for adopting AI technologies to improve operational efficiency and user experience.
• Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Excellent stakeholder communication and collaboration skills.
• High sense of ownership, accountability, and customer focus.
• Continuous learning mindset with enthusiasm for emerging technologies, AI innovations, and automation best practices.