Senior IT Operations Specialist

About LINE MAN Wongnai

LINE MAN Wongnai is Thailand’s Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.

We are looking for a Senior IT Operations Specialist who will serve as both a digital experience architect and a guardian of IT Operations within the team. This role goes beyond daily routine tasks; it focuses on achieving Operational Excellence. You will play a pivotal role in analyzing processes, designing workflows, and proactively seeking automation opportunities in every step of the operation. Your mission includes professional IT asset management to ensure employees can work at peak performance without interruption.

The heart of this role lies in Systematic Planning. You must excel at translating complex processes into clear, robust workflows and possess high agility to navigate a fast-paced IT environment, ensuring that technology and IT services empower the business seamlessly.

What you’ll Do:

1. Employee Lifecycle Management (Onboarding & Offboarding)

• Seamless Onboarding: Orchestrate a smooth onboarding experience, ensuring all new joiners have timely access to necessary IT systems and internal tools immediately upon starting.
• User Satisfaction: Drive continuous improvement to maintain consistently high user satisfaction scores for the onboarding process.
• Content Creation: Develop and update engaging pre-onboarding guides and video content to assist new hires.
• Offboarding Efficiency: Manage the offboarding process by optimizing email notifications and utilizing dashboards to accurately track IT asset returns and account deactivation status.
• Feedback Loop: Regularly gather feedback from key stakeholders to identify pain points and implement improvements.

2. Asset Lifecycle & Operations Management

• End-to-End Lifecycle: Manage the complete lifecycle of hardware assets from procurement and introduction to retirement and disposal, ensuring compliance with environmental and security standards.
• Inventory Control: Execute efficient check-out and check-in processes for employees, ensuring all movements are completed fully and within the defined timeframe of the change.
• Incident Management: Manage asset-related requests and alerts using the internal Ticketing System. Ensure tickets are updated, resolved, or escalated to relevant teams as necessary, strictly adhering to Company Processes, Policies, and SOPs.
• Process Workflows: Develop and maintain clear workflows and diagrams for handling asset loss and asset damage procedures.

3. Access Management & System Compliance

• Access Administration: Grant access, modify permissions, and manage user accounts across various systems based on approved requests and roles.
• SLA Achievement: Ensure all access requests for both (Non-Audit) and (Audit) are completed strictly within defined Service Level Agreements (SLAs) every month.
• Centralized Documentation: Document and maintain a centralized knowledge base containing all system details and SLAs for both Non-Audit and Audit Scope systems.
• Compliance & Audit: Conduct monthly User Access Reviews (UAR) to verify data accuracy for general systems and ensure Zero Audit Findings for audit-scope systems.

4. Process Improvement, Automation & Data Insights

• Systematic Analysis & Planning: Analyze current workflows to identify bottlenecks or redundancies. Design and document new Process Flowcharts that are clear, secure, and aligned with international standards.
• Automation Drive: Proactively identify opportunities across all processes to design and implement Automation (e.g., No-code/Low-code tools or Scripting) to reduce manual tasks and improve service accuracy.
• Data-Driven Insights & Dashboards: Design and maintain Real-time Dashboards to track asset status and team performance. Use these insights for Trend Analysis and to drive proactive operational improvements.
• Reporting: Prepare monthly reports on Team Productivity and system operational efficiency for management review.

What you’ll Need:

• Experience: 3-5+ years in IT System Administration, IT Operations, or a Senior Service Desk role.
• Technical Skills:
  • Proficiency in Advanced Excel/Google Sheets for reporting and data analysis.
  • Data Visualization: Experience creating dashboards using Looker Studio or similar tools.
  • ITSM Tools: Experience with various IT Service Management or Ticketing tools.
  • OS Knowledge: Solid understanding of Mac OS and Windows environments.
• Process Design: Proven ability to analyze and create Process Flowcharts and design practical Approval Workflows based on actual business processes.
• Initiative & Automation Mindset: Proactive in identifying opportunities to implement Automation and innovative ideas to improve operations.
• Language Skills: Good communication skills in both English and Thai (required for supporting a multi-national workforce).
• Soft Skills:
  • Problem Solver: Ability to perform Root Cause Analysis (RCA) to prevent recurring issues.
  • User-Centric Mindset: Passionate about providing a high-quality employee experience.
  • Organized: Ability to multitask and prioritize daily operations effectively under pressure.