Requirements

Required Skills & Qualifications: Education & Certifications: •Bachelor’s degree in information technology, Computer Science, or related field. • Relevant certifications such as ITIL, CCNA, MCSA, or PMP are preferred. Technical Skills: • Strong experience in managing IT infrastructure (servers, firewalls, switches, VPNs). • Knowledge of cloud-based contact centre solutions (e.g., NICE CXone, Genesys Cloud, AWS Connect). • Proficient in Microsoft 365, Active Directory, Windows Server, VoIP, and network monitoring tools. • Familiarity with backup and disaster recovery systems. Experience: • Minimum 5 years of experience in IT roles, with at least 2 years in a managerial or team lead position. • Experience working in a contact centre or BPO environment is highly desirable. • Proven experience in handling high-availability environments and mission-critical systems. Soft Skills: • Strong leadership and team management capabilities. • Excellent problem-solving and decision-making skills. • Strong communication skills, both verbal and written. • Ability to work under pressure and manage multiple priorities. • Customer service-oriented mindset with a proactive approach. • Strategic thinking with an ability to align IT initiatives with business goals. • Adaptable to fast-paced, evolving environments. • Strong technical and reporting skills

Responsibilities

Key Responsibilities: • Oversee daily IT operations within the contact Centre environment, including system uptime, server performance, network connectivity, and telephony. • Manage IT service desk support for internal staff, including incident management, request fulfilment, and user support. • Ensure the availability and reliability of contact centre platforms. • Collaborate with external vendors and partners to resolve system issues and implement upgrades or patches. • Lead IT projects including system rollouts, upgrades, infrastructure enhancements, and business continuity planning. • Implement and enforce IT policies, cybersecurity practices, asset management, and compliance with regulatory standards (e.g., PDPA, ISO 27001). • Support Work From Home (WFH) infrastructure for remote agents, ensuring secure and stable access. • Monitor and report on IT performance metrics and service-level compliance. • Mentor and manage a team of IT support staff, providing guidance, training, and performance management.

Benefits

EPFSocsoAnnual Leave Medical Benefits & additional perks

Additional Benefits

Annual Leave
EPF / SOCSO / PCB
Medical Insurance
Performance Bonus
5 Working Days