Senior, Infra & Solutions Specialist

Are you experienced in IT system management and eager to make a significant impact in a dynamic environment? We are seeking a talented Infrastructure & Solutions Specialist to join our team!

In this role, you will oversee the overall restaurant IT operations across all outlets nationwide, in addition to our HQ. Your main responsibility will be to ensure that all restaurant and HQ-related systems are stable, functioning optimally, and operating with the required agility and controls.

If you're ready to take on this exciting challenge and make a difference, we want to hear from you! Join us in our mission to deliver exceptional dining experiences while leveraging cutting-edge technology. Apply now and become part of the Nando's family!

A day in the life…

Team Leadership

• Lead, mentor, and manage third-party suppliers and project team members, encouraging peers to collaborate and achieve common goals.
• Foster a positive and productive work environment, promoting collaboration and innovation.
• Set clear goals and expectations, providing regular feedback and coaching to peers and vendors.

Project Management

• Collaborate with other teams in Nando’s on enabling business projects.
• Plan the projects including defining the scope, resources, and timeline with relevant parties.
• Lead the project team and ensure the milestones stay on schedule and complete within the deadline.
• Prepare budget and manage 3rd party vendors to adhere to project budget, tasks, and timeline are successfully delivered on time.

Infrastructure Management

• Oversee the design, implementation, and maintenance including network, servers, cybersecurity, data backup, IT audit, data privacy, disaster recovery, and hardware.
• Ensure the IT infrastructure and systems, scalability, reliability, and security to support business.

Operational Management

• Oversee day-to-day operations technology, systems, and IT administration in HQ and Nando’s outlets nationwide.
• Monitor ticket queues and ensure resolution within SLA.
• Set daily goals and conduct quality control to reduce issues.
• Ensure all processes adhere to company policies and maintain security.
• Manage 3rd party vendors to ensure issue tickets are resolved on time.
• Be the point of contact for technical escalations. Provide a feedback loop to wider staff on resolved and in-progress problems and incidents.
• Establish, recommend, and implement policies to ensure quality, timely, and efficient design of customer-oriented services.
• Report, manage, and resolve all incoming technical support inquiries.
• Review all technical support-related processes and documentation for continuous improvement.
• Maintain inventory of IT assets and equipment, and update status and location of hardware and software licenses.

Hot Skills

• Degree in Information Technology or Computer Science or related field.
• Minimum 4 years of hands-on experience in the technology environment, planning, managing, and executing IT-related initiatives.
• Experience in the F&B industry and in leadership roles is a plus.
• Strong business acumen with good technical knowledge.
• Strong knowledge of local and cloud computing, server, database, storage, security, firewall, backup, networks, and data privacy.
• Good knowledge in IT administration including PC, laptop, switch, CCTV, and access management.
• Possessing software application knowledge is an advantage (e.g., POS system, CRM, Loyalty apps), scripting, SQL query.
• Ability to work independently, take charge, be objective and results-driven, confident to interact with all levels and all departments, and be a team player.
• Good communication skills and interpersonal skills.
• Experience in improving the overall customer service experience.
• Outgoing, like to meet people, and customer-oriented.
• Possess a polite, thoughtful, and friendly attitude.
• Able to meet tight deadlines, patient and calm under pressure.
• Ability to work and perform in a fast-paced and rapidly changing environment.
• Independent, self-starter, and a good team player.
• Speak and write business correspondence in English and Bahasa Malaysia.