Infrastructure Operations Manager (Mandarin)

Location: Kuala Lumpur, Malaysia

Work Mode: Hybrid

Employment type: Permanent

Experience Level: 10–12 years

Work Eligibility: Applicants must have the legal right to work in Malaysia. Visa sponsorship is not available for this position.

Our client is a global technology services and digital engineering organization with multi-billion-dollar revenue and operations across numerous countries worldwide. With a workforce of over 20,000 professionals, they deliver innovative solutions in cloud, data, AI, and enterprise modernization to leading enterprises across industries.

We are seeking an experienced Infrastructure Operations Manager to lead a team of engineers responsible for ensuring reliable and secure backup and restore operations across diverse environments.

Responsibilities

• Lead and mentor a team of engineers managing day-to-day backup and restore operations.
• Oversee resource allocation, timelines, and risk mitigation strategies to ensure smooth operations.
• Maintain and improve standard operating procedures (SOPs) and promote knowledge sharing within the team.
• Monitor incident queues, prioritise issues, and ensure compliance with service level agreements (SLAs).
• Handle escalations, perform root cause analysis for recurring issues, and coordinate with advanced support teams or vendors as needed.
• Implement best practices for incident, problem, and change management.
• Drive automation for backup jobs, reporting, and health checks using scripting tools.
• Collaborate with technical support engineers to identify process gaps and implement improvements.
• Track and report key performance indicators (KPIs) related to case resolution, customer satisfaction, and SLA adherence.

Requirements

Must-have:

• Diploma or equivalent in a related discipline.
• Applicants must have the legal right to work in Malaysia. Visa sponsorship is not available for this position.
• 10–12 years of experience in infrastructure or backup operations.
• Proven experience leading teams in a technical support or infrastructure operations environment.
• Strong technical understanding of Windows and Linux operating systems.
• Hands-on experience with backup tools such as Commvault.
• Proficiency in database backup for platforms such as SQL Server.
• Excellent communication, documentation, and problem-solving skills.

Nice-to-have:

• Experience with cloud platforms including AWS, Azure, or GCP.
• Familiarity with ITSM tools such as ServiceNow or Jira.
• Automation skills using PowerShell or Bash scripting.

Why Join Us

• Play a key role in driving operational excellence and innovation within infrastructure operations.
• Lead a talented team, work with cutting-edge technologies, and contribute to continuous improvement initiatives in a dynamic and collaborative environment.