Senior IT Operations Engineer

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.
Work Location: Malaysia-Kuala Lumpur

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.。加分项：