Internal Infrastructure Lead

Why this role matters

As an Internal Infrastructure Lead within the Internal Infrastructure and Integrated Solutions department, you will serve as the functional owner of the Internal Infrastructure domain, ensuring the reliability, scalability, and continuous improvement of core end-user and office IT services. Working under the guidance of the Team Lead and without direct managerial subordinates, you will drive the operational excellence of the L1 engineering group, coordinating their work, setting technical priorities, and guiding the team towards high-quality, consistent service delivery. You will act as the technical backbone for internal infrastructure initiatives, overseeing standards implementation, addressing recurring issues, improving operational processes, and ensuring that our office environments, networks, and workplace systems remain secure, modern, and aligned with business needs.

The role is based in our office in Kuala Lumpur, Malaysia. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

• Internal Infrastructure Ownership: Accountable for the reliability, stability, and continuous improvement of core internal IT services (workplace systems, meeting rooms, office infrastructure, and end-user platforms). Ensures all services operate efficiently across regions with minimal disruption to daily business operations.
• L1 Functional Leadership & Coordination: Leads and coordinates the daily work of the L1 support group, setting technical priorities, overseeing task execution, and ensuring consistent service quality—without direct managerial subordination. Acts as the technical escalation point and ensures timely resolution of issues.
• Standards Implementation & Compliance: Drives the rollout of global IT standards in MY Office, including workspace setups, network configurations, endpoint environments, and access controls. Ensures alignment with security, compliance, and architectural guidelines defined by the division.
• Root Cause Analysis & Problem Management: Leads RCA investigations for recurring or high-impact incidents, identifies systemic issues, and implements preventive measures. Ensures that knowledge and best practices are documented and incorporated into team workflows.
• Process Optimisation & Automation: Identifies inefficiencies within internal infrastructure and L1 operations, proposing and implementing improvements to increase productivity, reduce manual work, and enhance service reliability. Drives automation initiatives within the team.
• Cross-Team Collaboration: Collaborates closely with the Network, Platform, Security, Office Support, and Business Technology teams to ensure the smooth execution of infrastructure projects and the coordinated delivery of end-user services. Facilitates information exchange and removes operational roadblocks.
• Knowledge Management & Documentation: Owns and continuously updates internal documentation, including infrastructure standards, runbooks, troubleshooting guides, and knowledge base content. Ensures the team has clear, accurate, and accessible technical guidance.
• Project Execution & Technical Delivery: Participates in the planning and execution of office openings, infrastructure upgrades, and digital workplace modernization projects. Ensures timely delivery, technical readiness, and seamless integration of new solutions into the existing environment.

Who we’re looking for

• Bachelor’s degree in Information Technology, Computer Science, Networking, or a related technical field.
• Relevant professional certifications are an advantage (e.g., CompTIA Network+, CCNA/CCNP, Microsoft/AWS certifications, ITIL Foundation).
• Additional training or certification in automation, endpoint management, or digital workplace technologies is considered a strong plus.
• 4+ years of hands-on experience in IT infrastructure, workplace engineering, or IT operations within a mid- or large-scale organisation.
• Proven experience working in high-demand, fast-paced environments with distributed offices.
• Demonstrated capability in leading operational areas or directing the work of others, even without direct people management responsibilities.
• Strong technical proficiency in end-user platforms (Windows, macOS, Linux) and workplace technologies.
• Solid understanding of networking fundamentals (LAN/WAN, switching, Wi-Fi, VLANs, DHCP, DNS, 802.1X).
• Experience with enterprise infrastructure solutions such as virtualization, device management, access control systems, meeting room technologies, LED panels, and events support.
• Ability to perform deep-dive troubleshooting, root cause analysis, and corrective action planning.
• Familiarity with automation tools (e.g., Ansible, scripting languages) and modern digital workplace standards.
• Experience working with ITIL processes (Incident, Problem, Change, Request Management).
• Strong documentation skills, including runbooks, standards, and operational procedures.
• Strong ownership mindset with the ability to take responsibility for a functional area and its outcomes.
• Excellent coordination and organisational skills, capable of guiding L1 engineers and managing priorities efficiently.
• Clear and effective communication skills for collaborating with cross-functional teams and explaining technical concepts in a structured way.
• Problem-solving orientation, with the ability to make pragmatic, data-driven decisions under pressure.
• High level of reliability, self-motivation, and the ability to work independently with minimal supervision.
• Regular collaboration with peers, technical experts, and engineering teams across Infrastructure, Networks, Security, and Office Support.
• Interaction with external vendors and service providers (e.g., network partners, AV integrators, hardware suppliers).
• Cross-functional work with People, Admin/Facilities, Business Technology, and operational teams across regions.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us
• Meal and transport allowance
• Free gym membership and monthly wellness allowance for your sport or fitness of choice
• Holiday flight and accommodation coverage after 1 year of service

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. Behavioural interview (60 minutes)

Deadline of Application: 9th January 2026 (any application after this date will not be accepted)