Life at U Mobile
We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.
At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let's start your journey with an award-winning organization!
#UnbeatableCareerAwaits
Top Reasons To Join Us!
- Awarded For
- Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
- Bronze Winner in Cross-Generational Workforce Engagement (2024)
- Gold Winner for Excellence in Workplace Culture (2021)
- Comprehensive medical, dental, optical and insurance benefits
- Flexi working hours arrangements
- Staff Line & Device Subsidy
- Smart Casual Attire
- Child Parental Care Leave
- Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
- Special employee discounts for selected F&B Brands
Job Summary
The Specialist, AI and Automation Operations develops, operates, and continuously improves automation tools and AI-driven solutions that enable the IT Helpdesk to provide faster and more accurate support for trouble tickets raised by the Customer Service front-end team.
The role combines service operations, automation development, AI enhancement, operational analytics, and controlled remediation to improve incident handling, knowledge management, service performance, and overall support efficiency.
The Day-to-Day Activities
- Design, develop, test, deploy, and maintain automation tools, AI-assisted workflows, and internal support utilities to reduce manual effort and improve trouble-ticket handling.
- Translate Customer Service and Helpdesk requirements into practical use cases, prototypes, production solutions, and documented operating procedures.
- Integrate approved APIs, data sources, IT service-management platforms, knowledge repositories, and operational systems into controlled automation workflows.
- Apply appropriate version control, testing, release, rollback, and change-management practices to automation and AI solutions.
- Configure, maintain, monitor, and improve AI agents, prompts, tools, knowledge bases, and Model Context Protocol (MCP) integrations used by the Helpdesk.
- Use operational feedback and ticket data to improve response accuracy, relevance, reliability, tool selection, and user experience.
- Monitor solution health, errors, latency, usage, and operational outcomes, troubleshoot failures, and coordinate remediation with internal teams or vendors.
- Implement human approval, access controls, logging, auditability, and safe fallback mechanisms for automated actions.
- Support the Helpdesk in analysing, categorising, prioritising, enriching, and resolving trouble tickets raised by the Customer Service front-end team within agreed SLA requirements.
- Develop AI-assisted capabilities for diagnostics, recommended actions, knowledge retrieval, smart routing, ticket summarisation, and response drafting.
- Escalate urgent, recurring, or complex issues to second-level support, vendors, or management with complete diagnostic evidence and operational context.
- Follow up closely with vendors and internal support teams to ensure escalated issues progress towards resolution within SLA.
- Analyse ticket volumes, ageing, recurring issues, escalation patterns, SLA performance, and support outcomes to identify automation and service-improvement opportunities.
- Develop and maintain operational dashboards, reports, alerts, and measurable benefit tracking for AI and automation initiatives.
- Perform root-cause analysis and recommend preventive, corrective, or automated remediation for recurring operational problems.
- Maintain an AI and automation use-case backlog covering business value, risk, priority, progress, adoption, and realised benefits.
- Create and maintain technical documentation, runbooks, support guides, knowledge articles, test evidence, and solution records.
- Comply with IT service-management, cybersecurity, data privacy, architecture, change, release, and operational governance requirements.
- Collaborate with Customer Service, application support, infrastructure, security, data, vendors, and other stakeholders to deliver end-to-end solutions.
- Provide knowledge sharing and user guidance, and continuously learn about new services, products, operational procedures, automation tools, and emerging AI capabilities.
About You
- Degree in Information Technology, Computer Science, Software Engineering, Artificial Intelligence, Data Science, or a related field.
- Relevant experience in automation development, application support, or a related role, with hands-on experience developing automation or internal tools using scripting, low-code/no-code platforms, workflow engines, or equivalent technologies.
- Knowledge of IT service management, incident and problem management, SLA tracking, escalation, automation, AI agents, APIs, and secure solution delivery.
- Able to analyse operational issues and develop, test, document, deploy, monitor, and troubleshoot secure and supportable automation, integrations, workflows, and AI-assisted tools.
- Good understanding of data handling, access controls, audit logging, privacy, security, and human-in-the-loop controls.
- Able to analyse ticket trends and operational metrics and translate findings into measurable improvement initiatives.
- Practical exposure to Generative AI, AI agents, prompt design, knowledge bases, retrieval-augmented generation, MCP, or similar integration patterns is an advantage.
- Exposure to IT service-management or ticketing platforms such as JIRA, ServiceNow, or equivalent tools is an advantage; experience with monitoring, logging, dashboards, APIs, source control, and cloud services is preferred.
- ITIL, cloud, automation, AI, or DevOps certification is an advantage.
- Customer-focused, proactive, analytical, accountable, and adaptable, with strong problem-solving, stakeholder management, vendor management, communication, documentation, and knowledge-sharing skills.
- Able to work independently, manage multiple priorities, and operate effectively in a high-volume support environment, with a security-aware approach and commitment to continuous improvement and responsible use of AI.
Employment Type: Permanent
Min. Education: Bachelor's Degree
Industry: IT / Science & Technology,Other Industries,TELCO
Spoken Language: Malay, English
Written Language: Malay, English
What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.
