Department: Network Operations Centre (NOC) | Reporting To: Head of Network | Employment Type: Full-Time

1. Position Summary
The NOC Manager is responsible for leading and supervising the Network Operations Centre to ensure round-the-clock monitoring, incident management, SLA compliance, and service assurance for all customers. This role oversees operational performance, escalations, team development, and coordination with internal technical divisions to ensure optimal network availability and reliability.

2. Key Responsibilities
A. Operational Management
• Oversee daily 24/7 NOC operations to ensure efficient monitoring and timely incident response.
• Ensure all network incidents, alarms, and service faults are escalated and resolved within agreed SLAs.
• Review and validate RCA (Root Cause Analysis) reports, incident logs, and performance reports.
• Maintain compliance with internal SOPs, operational standards, and regulatory requirements.
• Ensure proper documentation of network events, procedures, and system configurations.
B. Team Leadership & People Management
• Lead, guide, and mentor NOC engineers and shift teams.
• Plan roster, shift scheduling, and ensure adequate manpower coverage for 24/7 operations.
• Conduct performance reviews, coaching sessions, and technical competency assessments.
• Promote a culture of accountability, continuous improvement, and customer-focused service delivery.
C. Coordination & Escalation Management
• Act as the main escalation point for major incidents and high-impact outages.
• Coordinate closely with Field Operations, Engineering, IT, and System Integrators for issue resolution.
• Communicate service updates and incident notifications to internal stakeholders and enterprise customers.
• Participate in service review meetings, audits, and customer SLA reporting sessions.
D. Tools & System Administration
• Oversee effective utilization of NMS tools such as PRTG, Zabbix, Grafana, SolarWinds, etc.
• Ensure monitoring dashboards, alerts, and reporting tools are continuously optimized.
• Support rollout of new technologies, network upgrades, and service improvements.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s Degree in Telecommunications, Networking, IT, or related fields.
• Diploma holders with 5+ years of relevant experience may be considered.
Professional Certifications (Preferred)
• CCNA
• CCNP Enterprise / Service Provider (strong advantage)
Technical Competencies
• Strong hands-on understanding of ISP network environment including:
o Fiber, wireless, satellite networks
o Core and access networks
• Solid knowledge in:
o BGP, OSPF, MPLS, QoS, traffic engineering
• Experience managing 24/7 operations, incident response, escalation processes, RCA, and SLA reporting.
• Proficient with NMS and monitoring systems.
• Strong analytical, troubleshooting, and decision-making skills.
Leadership & Soft Skills
• Strong leadership capabilities with experience managing multi-shift teams.
• Excellent communication skills, especially when dealing with enterprise customers.
• Able to work under pressure and manage high-severity incidents calmly and effectively.
• Highly organized with strong adherence to governance, SOPs, and process discipline.

4. Experience Requirements
• Minimum 5–8 years’ experience in NOC, network operations, or service provider environments.
• Minimum 2–3 years in a supervisory or managerial position.
• Experience in ISP or telecommunications industry is highly preferred.

5. Key Performance Indicators (KPIs)
• SLA compliance and network availability levels.
• Incident response and resolution time (MTTR).
• Accuracy and quality of RCA and incident reports.
• NOC team performance, productivity, and shift discipline.
• Customer satisfaction and service assurance outcomes.
• Adherence to SOPs and operational governance.

6. Working Conditions
• Based in NOC environment with requirement to support 24/7 operational demands.
• On-call duty during major incidents or escalations.
• May require coordination during weekends or public holidays depending on network events.

Department: Network Operations | Reporting To: Head of Network Operations | Employment Type: Full-Time

1. Position Summary
The Network Engineer is responsible for designing, implementing, maintaining, and optimizing the company’s network infrastructure. This role ensures seamless integration of on-premise and cloud-based networks, monitors performance, resolves network issues, and collaborates with internal teams, customers, and vendors to support business operations and IT projects.

2. Key Responsibilities
A. Network Design & Implementation
• Assist in the design and implementation of network configurations for both on-premise and cloud environments.
• Collaborate with Cloud Engineers to redesign and optimize network infrastructure for performance, security, and scalability.
• Implement and maintain secure network solutions, including firewalls, VPNs, IDS/IPS systems, and other security protocols.
• Conduct testing, Proof of Concept (POC) for new products, and ensure smooth integration with existing systems.
• Document network configurations, redesign processes, and maintenance activities.
B. Network Operations & Maintenance
• Monitor network performance, schedule upgrades, and plan optimization initiatives.
• Troubleshoot and resolve network problems, outages, and latency issues promptly.
• Maintain network hardware, including routers, L2/L3 switches, gateways, and servers.
• Ensure network compliance with industry standards, regulatory requirements, and security policies.
C. Project Support & Collaboration
• Communicate with internal teams, customers, and vendors at all stages of network projects.
• Prepare project progress reports, escalate issues, and assist management in decision-making.
• Support network changes, migrations, and integration projects as part of digital transformation initiatives.
• Collaborate with IT, Cloud Engineering, and external vendors for seamless network and cloud operations.

3. Qualifications and Requirements:
Academic Background
• Degree, Postgraduate Diploma, or Professional Degree in Computer Science, Information Technology, or equivalent.
Certifications (Preferred)
• CCNA
• CCNP
Experience
• Minimum 1+ years hands-on experience in network engineering.
• Experience with network migration, integration, and optimization projects.
Technical Skills
• Strong knowledge of data communications, IP protocols, and networking technologies.
• Hands-on experience with routers, L2/L3 switches, gateways, and network servers.
• Familiarity with VPNs, firewalls, security protocols, and network monitoring tools.
• Ability to troubleshoot and resolve complex network issues.
Soft Skills & Attributes
• Strong analytical and problem-solving skills.
• Excellent communication and teamwork abilities.
• Self-motivated with strong organizational skills.

4. Key Performance Indicators (KPIs)
• Network uptime, performance, and reliability.
• Timely resolution of network issues and outages.
• Successful implementation of network projects and upgrades.
• Compliance with security standards and regulatory requirements.
• Quality of network documentation and reporting.

5. Working Conditions
• Office-based with regular site visits and project support.
• May require extended hours or on-call support for critical network issues.
• Travel may be required for project implementations and vendor coordination.

Department: Business Support | Reporting To: Head of Business Support | Employment Type: Full-Time

1. Position Summary
The Quality & Risk Management Executive is responsible for developing, implementing, and monitoring quality management systems (QMS) and risk management frameworks across the organization. This role ensures adherence to industry standards, internal policies, and regulatory requirements, promotes continuous improvement, and mitigates operational and project-related risks.

2. Key Responsibilities
A. Quality Management System (QMS) Preparation
• Lead the development and implementation of QMS in accordance with ISO 9001 requirements.
• Establish Standard Operating Procedures (SOPs) for critical processes across departments.
• Collaborate with cross-functional teams to document, streamline, and optimize processes.
B. Quality Management System Monitoring
• Implement and monitor adherence to SOPs and critical processes across departments.
• Identify process gaps and recommend actionable improvements.
• Develop and track Key Performance Indicators (KPIs) to ensure consistent service quality.
• Establish and maintain quality control protocols and conduct internal audits in line with QMS.
C. Risk Management
• Identify, analyse, and mitigate operational, project management, and compliance risks.
• Maintain updated risk registers and develop mitigation plans for potential risks.
• Promote proactive risk identification and mitigation across all departments.
D. Training & Awareness
• Provide training and guidance to employees on quality standards, processes, and risk management principles.
• Foster a culture of continuous improvement, compliance, and risk awareness.
E. Reporting & Compliance
• Prepare detailed reports on quality and risk management activities
. • Ensure compliance with internal policies, industry regulations, and certification requirements.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s degree in Quality Management, Business Administration, Telecommunications, or a related field.
Experience
• Minimum 3–5 years in quality assurance, risk management, or compliance.
• Experience within the telecommunications or engineering service sector is preferred.
• Hands-on experience preparing for and achieving quality certifications (e.g., ISO 9001).
Certifications & Technical Skills
• ISO 9001:2015 Auditor Certification (preferred).
• Knowledge of quality and risk management frameworks (e.g., ISO 31000, TL 9000) is a plus.
• Strong analytical skills with ability to identify and address risks, gaps, and process inefficiencies.
• Familiarity with process mapping, documentation, and audit techniques.
Soft Skills & Attributes
• Independent and proactive with strong leadership qualities.
• Excellent communication, collaboration, and stakeholder management skills.
• Detail-oriented, organized, and results-driven mindset.

4. Key Performance Indicators (KPIs)
• Compliance with quality management systems and SOPs.
• Successful completion of internal audits and preparation for external certifications.
• Identification and mitigation of operational, project, and compliance risks.
• Implementation of process improvements and continuous improvement initiatives.
• Timely and accurate reporting of quality and risk metrics.

5. Working Conditions
• Office-based with occasional site visits for audits or project evaluations.
• May involve extended hours to meet reporting deadlines or certification requirements.
• Collaboration with multiple departments and external auditors or stakeholders may be required.

Department: IT Service Operation | Reporting To: Head of IT Service Operation | Employment Type: Full-Time

1. Position Summary
The Solution Engineer serves as the key technical liaison between customers, business development, and internal technical teams. This role is responsible for designing, implementing, and supporting technical solutions that align with customer requirements, providing pre-sales support, and ensuring smooth project delivery throughout the entire lifecycle. The Solution Engineer also acts as a bridge to communicate customer requirements to the Product team for validation or customization.

2. Key Responsibilities
A. Customer Management
• Build and maintain strong customer relationships, acting as the main technical point of contact.
• Provide pre-sales support, including product demonstrations, site visits, and technical discussions.
• Prepare user-friendly business and technical documentation such as proposals, presentations, and project updates.
B. Solution Design
• Translate customer and market needs into clear technical solutions and business requirements.
• Act as a crucial interface between customers, business development, and technical delivery teams.
• Support product customization requests by validating client requirements and coordinating with the Product team.
C. Project Support & Technical Resolution
• Serve as primary technical contact during pilot implementations, ensuring smooth setup and prompt issue resolution.
• Provide comprehensive training and documentation to service partners and internal teams, including user manuals and guides.
• Monitor, troubleshoot, and resolve project-related technical issues throughout the project lifecycle.
• Stay current on relevant technologies, coding languages, and cybersecurity practices.
• Read, interpret, and respond to integration and platform documents from prospective customers.
D. Travel & Collaboration
• Willingness to travel without restrictions to support project implementations or client requirements.
• Collaborate effectively with internal teams to close the feedback loop on product requirements and expectations.

3. Qualifications and Requirements:
Academic Background
• Bachelor’s Degree in IT, Computer Science, or related field.
• Relevant tertiary qualification in IT or Engineering preferred.
Technical Skills
• Proficient in JAVA, XML, JavaScript.
• Experience designing technical solutions in pre-sales or similar roles (minimum 1+ years).
• Strong understanding of cybersecurity and willingness to continuously learn new technologies.
Experience
• Experience as a Sales Engineer, Solution Engineer, or similar technical customer-facing role.
• Familiarity with technical integration, platform documentation, and product implementation processes.
Soft Skills & Attributes
• Excellent communication skills in English and Bahasa (oral and written).
• Highly organized, self-motivated, and able to work with minimal supervision.
• Pleasant personality and strong team player.
• Strong time management skills and problem-solving abilities.
• Candidate must be Malaysian.

4. Key Performance Indicators (KPIs)
• Successful delivery of technical solutions that meet customer requirements.
• Timely resolution of technical issues during project lifecycle.
• Accuracy and quality of technical documentation, proposals, and reports.
• Customer satisfaction and positive feedback on technical support.
• Effective collaboration with business development and product teams.

5. Working Conditions
• Office-based and field support for customer sites or pilot implementations.
• Frequent travel to client sites may be required.
• May involve extended hours depending on project or customer requirements.

Department: IT Service Operation | Reporting To: Head of IT Service Operation | Employment Type: Full-Time

1. Position Summary
The Customer Support Service Executive is responsible for delivering high-quality support to customers via chat, email, and phone. This role involves diagnosing system errors, resolving customer issues efficiently, and ensuring customer satisfaction while adhering to company policies and service standards. The position requires working in 24/7 shift rotations, including nights, weekends, and public holidays.

2. Key Responsibilities
A. Customer Support & Issue Resolution
• Respond promptly to customer queries through chat, email, and phone.
• Identify customer issues, assess their technical knowledge, and communicate solutions effectively.
• Diagnose system errors, troubleshoot problems, and provide timely resolutions.
• Follow up with customers to ensure complete resolution of issues.
• Request feedback and monitor communications to improve training and service methods.
B. Reporting & Analysis
• Run reports to identify common complaints and recurring problems.
• Provide insights and recommendations to improve processes, training, and customer experience.
C. Operational Tasks
• Perform register stamping at the LHDN website, including assessment and payment system tasks.
• Work independently with minimal supervision while maintaining high service standards.
• Participate in shift rotations, including nights, weekends, and public holidays (24x7x365).

3. Qualifications and Requirements:
Academic Background
• Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5.
Experience
• Minimum 6 months of working experience in a customer support or related role.
Technical & Soft Skills
• Good communication skills in English and Bahasa Malaysia.
• Ability to troubleshoot technical issues and explain solutions clearly.
• Strong interpersonal skills with a customer-focused approach.
• Ability to work independently and handle multiple customer issues simultaneously.
Other Requirements
• Willingness and availability to work in 24/7 shift rotations.
• Immediate availability preferred.

4. Key Performance Indicators (KPIs)
• Customer satisfaction ratings and positive feedback.
• Average response and resolution time.
• Accuracy of issue diagnosis and resolution.
• Compliance with shift schedules and operational protocols.
• Contribution to process improvements based on analysis of common complaints.

5. Working Conditions
• Office-based with requirement to work on shifts (including nights, weekends, and public holidays).
• May involve handling high volumes of customer queries.
• Use of company systems, tools, and websites for service operations.