Nexroar Service SDN BHD

Work Location -KL, Malaysia, Visa Sponsorship, Benefits provided. Key Responsibilities Key Responsibilities: Leadership & Team Management • Lead, mentor, and develop a team of L2 and L3 Engineers, fostering technical excellence and professional growth. • Manage workload distribution, team priorities, and operational efficiency to meet SLAs and business needs. • Drive collaboration between IT, security, DevOps, and business units, ensuring cohesive technical solutions. • Act as an escalation point for critical IT issues, providing expert guidance on resolution strategies; occasional acting as major incident manager will be required. Service Management & Process Optimisation • Oversee end-to-end IT service management (ITSM) processes using ServiceNow, ensuring efficient incident, problem, and change management. • Enforce IT policies, procedures, and best practices to enhance operational reliability. • Ensure compliance with ITIL frameworks, driving continuous service improvements. • Generate performance reports and KPI analytics using ServiceNow dashboards to identify trends and areas for optimisation. Security, Compliance & Risk Management • Ensure compliance with enterprise security policies, access controls, and compliance frameworks (ISO, NIST, GDPR). • Collaborate with Acora security teams to mitigate risks, enhance incident response, and ensure system integrity. Key Skills Key Skills & Experience • 10+ years in enterprise IT, with a proven track record in infrastructure leadership and service delivery. • Previous MSP experience beneficial • Deep expertise in Windows Server, Linux, VMware, Citrix, Azure/Entra AD, M365, and Exchange. • Strong networking knowledge (Cisco, Meraki, VPNs, Palo Alto, Brocade Fibre, HPE switches). • Expertise in ITSM platforms, particularly ServiceNow, for incident, problem, and change management. • Experience with PRTG or other enterprise monitoring tools to improve IT visibility and automation. • Excellent leadership, stakeholder management, and project delivery experience. • Relevant certifications (e.g., MCSE, CCNP, VCP, Citrix CCE-V, ITIL, TOGAF, CISSP, AWS/Azure Architect) preferred. Personal Specification • Excellent technical troubleshooting skills • Strong stakeholder management • Excellent communication skills • Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment. • Excellent multi-tasking skills.