Specialist, Business Support Operations Service Desk

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!

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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

Support and improve IT Contact Centre operations through AI, automation, service improvement and operational efficiency. The role supports AICC and Contact Centre technology operations while coordinating vendors, system access, usage, audits, SLAs, invoices and stakeholders to support effective and reliable service delivery.

The Day-to-Day Activities

IT Assistant and Contact Centre Operations

• Support AICC and Contact Centre operations.
• Handle TT/SR troubleshooting, incidents and service requests.
• Monitor SLA and service performance.
• Coordinate with ISD teams and vendors to resolve operational issues.
• Support day-to-day Contact Centre technology operations.
  
  

AI and Automation

• Support AI, GenAI and automation initiatives within IT operations.
• Expand AI use cases to improve troubleshooting and first-level resolution.
• Identify recurring issues and convert them into KBs, SOPs, RCAs, CRs or automation opportunities.
• Support initiatives to reduce ticket volume, manual work and diagnosis time.
• Monitor AI usage and identify opportunities for improvement.
  
  

AICC Projects and Operations Support

• Support AICC implementation, enhancement, testing and operational readiness.
• Support Contact Centre technology enhancement and service improvement activities.
• Coordinate incidents, changes, testing and operational activities.
• Follow up on technical issues, RCAs and outstanding actions.
• Support project-to-BAU operational handover.
  
  

Vendor and SLA Management

• Coordinate with AICC and Contact Centre technology vendors.
• Monitor vendor SLAs, incidents and outstanding actions.
• Follow up on RCAs and corrective actions.
• Coordinate vendor meetings and track action items through to closure.
• Provide regular updates on key issues and service performance.
  
  

Usage, Invoices and Budget

• Monitor AICC usage, licensing and overage charges.
• Validate vendor invoices against usage, POs and contracts.
• Coordinate with Budget Owners, Procurement and Finance.
• Follow up on PO, invoice and payment matters.
• Highlight usage trends and potential cost optimisation opportunities.
  
  

Access, Security and Audit

• Coordinate AICC and system user access based on approved processes.
• Conduct periodic user access reviews.
• Support system and access audits.
• Follow up on audit findings and maintain audit records.
• Ensure compliance with security, data privacy, governance and NIST requirements.
• Support timely access changes and revocation.
  
  

BCP/DR and Operational Governance

• Support AICC and Contact Centre BCP/DR activities and testing.
• Maintain relevant recovery and operational documentation.
• Coordinate recovery requirements with internal teams and vendors.
• Support operational governance, compliance and service continuity activities.
  
  

SOPs and Continuous Improvement

• Develop and maintain SOPs, KBs and troubleshooting guides.
• Standardise troubleshooting and case-handling processes.
• Identify opportunities for AI, automation and process improvement.
• Share knowledge and support capability development within the IT Help Desk team.
  
  

About You

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business IT or a related field.
• 2–5 years of relevant experience in IT Help Desk, IT Operations, Contact Centre technology or related areas.
• Experience or knowledge in AICC, Contact Centre platforms or related technologies.
• Knowledge of AI/GenAI, automation, APIs or digital technologies.
• Experience in vendor and SLA management.
• Knowledge of user access, security and IT audit.
• Good troubleshooting and problem-solving skills.
• Good communication and stakeholder management skills.
• Experience with Jira, CRM or IT service-management platforms is an advantage.
• Knowledge of process automation and knowledge management is an advantage.
  
  

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.