Executive, IT Operations & Systems Support

About Famie

Ever wondered what happens behind the scenes when someone exchanges cash or sends money overseas?

Famie is a licensed money services business regulated by Bank Negara Malaysia. We handle money changing and remittance through our branches in Klang Valley, Johor and Miri.

The role

You will look after the systems our branches and HQ use every day, keeping exchange and remittance transactions running smoothly, securely, and with proper records for audit. You will not be writing code or running servers — our cloud environment and core system are managed by external providers. You are the person who keeps everything moving: supporting users, spotting problems early, coordinating with our providers until issues are fixed, and keeping branches running.

Key responsibilities

• First-line support for branch and HQ staff on our core transaction system (the platform that processes exchange and remittance transactions), plus devices, network and connectivity
• Run the ticket queue: log issues, track them, update users, and close with clear notes; watch dashboards and raise recurring problems early
• Be our main contact with the managed cloud provider and core system vendor — report faults clearly, chase progress, confirm the fix, and keep branches updated during outages
• Keep devices patched, endpoint protection healthy and access rules followed; escalate any security concern
• Maintain the IT asset register and software licence records, accurate enough to pass an audit
• Work with vendors on equipment procurement, maintenance and support contracts
• Support system changes, including testing before changes go live (UAT), plus IT setup for new branches and relocations
• Maintain user guides, SOPs and audit records; prepare simple IT reports; run short staff training when new systems go live
• As we grow, the role will grow too. You'll get first look at new areas as we take them on.

Requirements

• 3–5 years in IT support, IT operations, systems support or application support
• Diploma, Degree or Professional Certificate in IT, Computer Science or related — or equivalent practical experience
• Comfortable dealing with external service providers: describe a fault precisely, ask the right questions, follow up until it is resolved
• Comfortable with Windows endpoints, patching, browsers and endpoint security
• Communicates clearly with non-technical users, in writing and on the phone
• Works well with minimal supervision and moves fast when something is down
• Fluent in English and Bahasa Melayu. Additional languages are an advantage.

Preferred experience

• Call centre, BPO or shared-services experience, especially where you worked to agreed response and resolution times and had to escalate to external parties
• A regulated financial background — money services, banking, payments, remittance, fintech or insurance. MSB or BNM-regulated experience is a strong plus
• Basic Windows Server, SQL, or JSON/XML log exposure

Working arrangements

You will have support. You work directly with the CTO, who will spend time getting you up to speed on our systems and is your escalation point when something is beyond you. Our cloud and core system are vendor-managed, and our branches have capable staff who can help on site — so this role is about coordination and ownership, not solving everything alone.

Hours. Monday to Friday, 9:00 AM to 6:00 PM. Those are your hours. Our branches trade 8:00 AM to 10:00 PM, seven days a week, including public holidays. You are not expected to cover that. But if something urgent breaks outside your hours, we may call you. This is occasional, not weekly. If it becomes regular, we will review the arrangement, including how it is paid.

Screening. As a BNM-licensed money services business, an offer is subject to standard background checks: identity, education, employment references, criminal record and insolvency status.

Location. Office-first, with hybrid possible when it does not affect operations. Most work is done from HQ and most issues are resolved remotely, so branch visits are occasional.

Salary and benefits

• RM4,100 – RM5,000 per month
• Parking allowance
• Company laptop
• EPF, SOCSO, annual and sick leave in line with company policy and applicable law
• Training and development, with real ownership of the IT function from day one