IT Manager

1. Role Summary

The IT Infrastructure and Support Manager plays a pivotal leadership role in governing, operating, and modernizing Pentas Flora's enterprise technology ecosystem. Reporting directly to the Head of IT, the Manager leads the IT support executives and interns in delivering high-availability IT services, managing IT projects, and supporting business operations across HQ, manufacturing plants (Banting, Northport), and regional branch locations across Malaysia.

Key accountabilities include leading IT project management and implementation initiatives (infrastructure upgrades, branch site rollouts, cloud migrations), overseeing GLPI Service Desk operations, maintaining on-premise Hyper-V server infrastructure hosting core Line-of-Business applications (AutoCount ERP, Bossnet HRIS), managing Cisco Meraki SD-WAN networks, enforcing M365/Entra ID security policies, managing asset lifecycles, and ensuring strict compliance with Pentas Flora's Integrated Management System (IMS) covering ISO 9001:2015 (QMS), ISO 14001:2015 (EMS), and ISO 45001:2018 (OH&SMS).

2. Key Responsibilities & Essential Duties

Pillar 1: IT Project Management & Systems Implementation

• Plan, execute, monitor, and deliver IT infrastructure, networking, server migration, and application implementation projects on time, within scope, and within budget.
• Develop project charters, work breakdown structures (WBS), project schedules, resource plans, and risk registers for IT initiatives.
• Manage project stakeholders, cross-functional business requirements, and vendor deliverables during new hardware/software rollouts (e.g. Meraki site upgrades, AutoCount/HRIS integrations).
• Enforce project governance and change management controls, ensuring user acceptance testing (UAT), rollback plans, and Post-Implementation Reviews (PIR) are completed.
• Track project milestones and archive project documentation in domain repository.

Pillar 2: ITSM Service Desk & User Support Governance (GLPI)

• Lead day-to-day IT Service Desk operations using GLPI for issue intake, tracking, and SLA enforcement across all company sites.
• Enforce SLA target resolution times (P1 Critical <= 2h down to P4 Low <= 72h) to achieve >= 95% SLA compliance.
• Manage technical escalations for complex hardware, network, or application issues.
• Drive Knowledge Base (KB) article creation to reduce recurring support tickets and build team competence.
• Track support team metrics, ticket resolution throughput, and user satisfaction ratings.

Pillar 3: Infrastructure, Network & Server Administration

• Oversee 2x physical Hyper-V server hosts, Synology SAN storage, and virtual machines hosting AutoCount ERP & Bossnet HRIS.
• Perform routine server disk monitoring (C:\ and D:\ drives), OS patch management, and system performance tuning.
• Manage Cisco Meraki SD-WAN firewalls, VLANs, Wi-Fi access points, FortiClient VPNs, and branch office routers.
• Supervise server room physical facilities, UPS power backup systems, climate control (20°C-22°C), and FM200 fire suppression inspection schedules (ISO 45001).
• Enforce server RDP access protocols, ensuring administrative sign-out upon task completion.

Pillar 4: User Lifecycle, Identity & Asset Management

• Manage Microsoft 365 tenant, Entra ID (Active Directory), distribution groups, and Intune MDM security baselines.
• Enforce employee onboarding workflows (M365 account creation, laptop health checks, software setup, Canva employee badge printing).
• Enforce strict offboarding workflows (M365 password reset & disabling on last day, OneDrive data backup to HOD, hardware reclamation).
• Maintain accurate hardware asset registers in GLPI ITAM and oversee signed asset custodian agreement forms.
• Manage DOE-licensed e-waste disposal procedures, NIST-compliant disk wiping, and destruction certificates (ISO 14001).

Pillar 5: Backup, Business Continuity & ISO Audit Compliance

• Supervise daily local SAN and offsite cloud database backup routines for AutoCount ERP and Bossnet HRIS.
• Execute quarterly backup restore verification tests on isolated test VMs, documenting data integrity logs.
• Maintain IT Disaster Recovery Plans (DRP), target Recovery Time Objectives (RTO <= 4h), Recovery Point Objectives (RPO <= 24h), and participate in annual DR drills.
• Lead IT audit readiness for ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018 audits, keeping evidence organized in 01.4_Audits_and_Compliance.

Pillar 6: Team Leadership, Vendor & Budget Management

• Lead, mentor, and evaluate IT Infrastructure & Support Executives and Interns.
• Manage key IT vendor relationships (TMT, SNS, Pentech, ACAD, Exabyte) and procurement workflows (PR/PO).
• Assist Head of IT in annual CAPEX/OPEX budgeting, technology roadmap execution, and vendor SLA reviews.

3. Required Qualifications & Technical Skills

• Education: Bachelor's Degree in Computer Science, Information Technology, Project Management, or relevant discipline.
• Experience: Minimum 5 to 8 years of progressive IT experience, with at least 2 to 3 years managing IT projects and supervising IT teams.
• Project Management Skills: Proven track record managing IT infrastructure, network rollout, and software integration projects using Agile/Scrum or Waterfall methodologies. Project charter development, risk management, and vendor delivery control.
• Virtualization & Servers: Strong hands-on expertise in Microsoft Hyper-V, Windows Server (2019/2022), Active Directory / Entra ID, and Synology SAN storage.
• Networking & Security: Experience with Cisco Meraki SD-WAN firewalls, VLANs, Wi-Fi networks, FortiClient VPNs, and network monitoring.
• Cloud & Identity: Proficiency in M365 tenant administration, Exchange Online, Intune MDM, and password vault management (KeePass).
• ERP & HRIS Infrastructure: Hands-on familiarity supporting infrastructure for AutoCount ERP and HRIS systems (Bossnet, SQL Server databases).
• ITSM / ITAM: Demonstrated experience managing GLPI (or similar ITSM platforms like ServiceNow/Jira) with SLA governance.
• Standards & Compliance: Solid understanding of ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018 audit requirements in an IT context.
• Certifications (Advantageous): PMP (Project Management Professional), PRINCE2, ITIL v3/v4 Foundation/Managing Professional, MCSE / MCSA, CCNA, or ISO Internal Auditor certification.

4. Key Performance Indicators (KPIs)

• IT Project Delivery: 100% on-time, on-budget delivery of approved IT infrastructure, network, and application implementation projects.
• IT Service Desk SLA Compliance: Maintain >= 95% SLA resolution rate across P1-P4 tickets in GLPI.
• System Availability & Uptime: Maintain >= 99.5% uptime for core applications (AutoCount ERP, Bossnet HRIS) and Hyper-V hosts.
• Backup & DR Reliability: 100% success rate on daily database backups and quarterly backup restore verification tests.
• ISO Audit Compliance: Zero Major Non-Conformity (NCR) findings during annual ISO 9001, 14001, and 45001 IMS audits.
• Asset & Provisioning SLA: 100% onboarding readiness for new hires on Day 1 and immediate access revocation on offboarding Day 1.