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Senior Executive – IT Operations Support

Senior Executive – IT Operations Support

ERL is seeking a highly motivated and detail-oriented professional to manage IT Operations Support, with a primary focus on maintaining and providing operational support for the Automatic Fare Collection (AFC) System.

The AFC System is an integrated ticketing platform that enables seamless passenger travel between KL City Centre (KL Sentral) and Airport (KLIA & KLIA2). It supports ticket purchases through station counters, website, mobile applications, partners’ portals and mini programs with multiple payment options, including cash, bank card payments, Touch 'n Go, and digital wallets.

Our infrastructure is built on Microsoft and Linux platforms, requiring an individual who is organized, proactive and capable of working in a fast-paced environment.

This role involves overseeing daily AFC operational support, managing vendor performance, troubleshooting network-related issues, coordinating and attending acceptance testing, and executing SQL queries for data extraction and analysis.

Besides supporting the AFC system, the candidate is also responsible for supporting other systems, such as the IT systems and parking system.

The key challenge is to maintain high system reliability while effectively managing multiple tasks and adapting to evolving technologies.

We are looking for an individual who is passionate about delivering high-quality support services, possesses strong solution-oriented skills and demonstrates creative problem-solving abilities.

  • Manage AFC daily operational issues by promptly resolving user-reported problems
  • Overseeing vendor performance and implementing proactive incident management strategies, including root cause analysis and preventive measures to minimize system downtime
  • Participates in systems analyses and design studies for system improvement
  • Provide application and maintenance support, attend user acceptance testing and system implementation
  • Ability to prioritize requirements and managing resources strategically
  • Work closely with stakeholders and technical teams to implement IT solutions that enhance efficiency and effectiveness
  • Maintain up-to-date documentation on system configurations, troubleshooting guides and standard operating procedures (SOPs).
  • At least 3 years of working experience in IT Operations and Professional Degree in Computer Science, IT, Networking, ITIL service, Project Coordinator or equivalent
  • Experience in IT operational support and incident management, online and mobile e-commerce solutions and AFC systems would be an added advantage
  • Proficient in developing and managing MS SQL queries for data extraction and report analysis
  • Experience in Agile Project Management is an added advantage
  • Ability to manage and handle varied responsibilities simultaneously
  • A fast learner with strong analytical, problem-solving, and goal-oriented skills, able to work independently with minimal supervision
  • Able to manage work demands effectively and extend working hours when necessary to meet business needs, project deadlines, or urgent tasks
  • Ability to leverage AI solutions to improve system performance and decision-making
  • Strong written and verbal communication skills in English and Bahasa Malaysia, with presentation skills

Note :

Only shortlisted candidates will be contacted/notified.

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