Job description
Shake Shack is seeking a proactive IT Executive to safeguard and optimize the technology backbone that powers every restaurant location in Malaysia. In this role you will oversee IT infrastructure, systems, and services, including POS systems, back-office software, networks, servers, and cloud services. You will partner with Operations and Corporate IT to deliver reliable, secure, and scalable technology that supports fast, accurate service and guest delight. You’ll balance hands-on technical work with strategic planning to deliver value across the business.
Key responsibilities include maintaining system uptime, implementing security controls, managing vendor relationships, and coordinating IT projects such as software upgrades, POS deployments, and network enhancements. You will monitor performance metrics, handle incident response, and drive continuous improvement in IT operations while ensuring compliance with data privacy and corporate policies. The role also involves budgeting and forecasting IT needs, training restaurant staff on IT tools, and supporting new store openings and integrations. A proactive, service-oriented mindset and strong communication with cross-functional teams are essential for success in this fast-paced hospitality environment.
This is an excellent opportunity for an IT professional who enjoys working at the intersection of technology and guest experience within a globally recognized brand. If you are ready to elevate Shake Shack’s technology footprint in Kuala Lumpur and across our restaurant network, we’d love to hear from you.
Responsibility
- Oversee daily IT operations and support across Shake Shack Malaysia locations, ensuring high availability and performance of POS, back-office systems, networks, and cloud services.
- Maintain and improve IT infrastructure security, access controls, data protection, and compliance with company policies and local regulations.
- Manage vendor relationships, service levels, contracts, and procurement for hardware, software, and services.
- Lead IT projects such as system upgrades, POS deployments, network enhancements, and new store openings from planning to execution.
- Monitor system health, perform root-cause analysis, and implement preventative measures to minimize incidents and downtime.
- Coordinate IT incident response, communicate incident status to stakeholders, and ensure timely resolution with minimal business impact.
- Support end-user training and enablement of restaurant teams on IT tools, POS operations, and standard operating procedures.
- Prepare IT budgets, forecast needs, and track expenditures to optimize cost efficiency.
Qualification
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- 2-5 years of IT operations, retail/hospitality technology experience, or equivalent roles.
- Hands-on experience with POS systems, Windows Server and client environments, and basic Linux knowledge.
- Familiarity with network fundamentals (LAN/WAN, routing, switching) and cloud services (e.g., Azure, AWS).
- Strong problem-solving, communication, and stakeholder management skills; ability to work cross-functionally in a fast-paced environment.
- Experience with IT governance, security best practices, and incident management; ITIL knowledge is a plus.
- Project coordination and vendor management experience; ability to manage multiple priorities simultaneously.
- Willingness to travel within Malaysia as needed and support occasional weekend/odd-hour coverage when required.