Manager II, IT Operations & Automation

Location: Based in Malaysia; supporting regional operations.

Company

hirify.global is a Southeast Asian superapp providing food delivery, grocery, mobility, financial, and other digital services.

What you will do

• Lead, coach, and develop the IT Operations team, including hiring, performance management, capability planning, succession planning, and knowledge transfer.
• Own Level 1 and Level 2 service outcomes across infrastructure, end-user computing, workplace technology, and outsourced support.
• Govern vendor performance through service metrics, reviews, improvement plans, and service-level management.
• Lead major incident and problem management, including diagnosis, root-cause analysis, corrective actions, and prevention of recurring issues.
• Partner with country IT, service desk, engineering, infrastructure, and business teams on service reviews, risks, escalations, and regional operations.
• Drive roadmaps for service improvement, automation, observability, operational analytics, and secure operational tooling with testing, monitoring, auditability, rollback controls, and human oversight.

Requirements

• 10+ years of experience in IT infrastructure, end-user computing, workplace technology, or IT service operations.
• Hands-on Level 2/3 experience and leadership of Level 1/2 support teams.
• Experience hiring, coaching, managing performance, and developing technical teams.
• Strong knowledge of enterprise networking, endpoint technologies, hardware, software, identity and access management, and operating systems.
• Experience with IT service management, major incident and problem management, root-cause analysis, service-level agreements, and operational metrics.
• Strong stakeholder and vendor-management skills, including work with regional operations and managed-service providers.

Nice to have

• Experience with Microsoft Intune or Jamf.
• Exposure to self-healing operations, event-driven automation, service intelligence, or AI-assisted workflows.
• Certification in ITIL, networking, cloud, or endpoint management.

Culture & Benefits

• Medical insurance and term life insurance.
• Flexible benefits through hirify.globalFlex.
• Parental, birthday, and volunteering leave.
• Confidential employee assistance support.
• FlexWork arrangements with differentiated working hours.
• Inclusive workplace focused on equal opportunity and employee well-being.