Head | Field Engagement Team

JOB SUMMARY

Leads the Field Engagement Team's technical operations to ensure reliable, secure and resilient end-user technology and infrastructure services. The role plans and executes operational strategy, manages technical and service-continuity risks, oversees system and application upgrades, capacity planning and disaster recovery, governs IT procurement, budgets, assets and vendor SLAs, and leads the team in accordance with ITIL practices, security standards, internal controls and audit requirements.

JOB RESPONSIBILITIES

1. Technical Operations and Service Continuity

Plan and direct daily technical operations to maintain service stability, availability and minimum downtime. Manage operational and technical risks, ensuring that issues are prioritised, escalated and resolved effectively. Coordinate communication among technical teams, application teams, vendors and business users. Oversee system and application upgrades and provide infrastructure guidance in accordance with security and architecture standards. Assess capacity, performance and technology requirements and recommend upgrades or improvements. Maintain contingency and disaster-recovery readiness through current plans, testing and corrective actions.

2. Infrastructure, Asset, Vendor and Financial Management

Govern IT infrastructure, endpoint services and hardware support within approved standards. Review and approve IT procurement requirements and manage the RM3 million budget within delegated authority and financial controls. Maintain effective asset inventory, lifecycle, utilisation and control practices. Manage hardware and infrastructure SLAs and conduct regular vendor performance reviews to ensure contractual targets are achieved.

3. Team Leadership, Governance and Improvement

Plan and allocate work for 15 employees, monitor performance and drive capability development and training aligned with KWSP objectives. Lead ITIL responsibilities, including Availability Management, and promote innovation and continuous improvement. Ensure compliance with policies, procedures, security standards, internal controls and audit requirements, and deliver projects or assignments directed by KWSP Management.

JOB REQUIREMENTS

• Malaysian citizen
• Passed the Malay Language (including oral test) at Sijil Pelajaran Malaysia (SPM) level.
• Bachelor's degree in Computer Science, Information Technology, Information Systems or equivalent which is recognized by the Government from any local or abroad higher learning institution in related field of study or qualification in related field of stud, accredited by the Malaysia Government.
• Minimum 10 years of experience in the IT field, including a minimum of 5 years in a supervisory or leadership position.
• Experience in endpoint security management, including patch management, antivirus solutions, vulnerability remediation and incident resolution.
• Experience using ITSM platforms such as ServiceNow and Jira Service Management, with working knowledge of networking concepts related to endpoint security.
• Experience in infrastructure and asset management, vendor and SLA governance, IT procurement and budget control, capacity planning, disaster recovery, and the development of SOPs and knowledge-base materials.
• Strong leadership, interpersonal, analytical and problem-solving skills.

PLACEMENT

Field Engagement Team, Customer Experience Centre Section, Digital Service Management Department

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for the interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.