Analyst / Senior Analyst, Production Operations

Maybank; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Maybank is hiring for a Analyst/Senior Analyst in Production Operations based in Kuala Lumpur. The role centers on stable, timely execution of batch workflows, system checks and incident escalation in a mission critical banking environment.

You will support end-of-day processing, backup and file-transfer monitoring, and 24x7 coverage across primary and secondary data centres. The position requires strict adherence to SOPs and governance, with active participation in DR tests.

Qualifications

• Minimum Diploma or Degree in IT, Computer Science or engineering related field.
• Experience in 24x7 IT Operations or Data Centre support preferred.
• Willingness to work rotating 12-hour shifts, including weekends and public holidays.

Responsibilities

• Monitor, execute and escalate scheduled batch workloads and operations per SOPs.
• Provide first-level incident coordination for production issues and faults.
• Support 24x7 coverage across Production Data Centre and DR sites.
• Maintain clear handovers, logs and documentation for audit readiness.
• Collaborate with application, infra, and security teams to reduce operational risk.

Skills

Shift coordination

Incident handling

Operational monitoring

Team collaboration

Education

Diploma / Degree in IT

Tools

ASG ZENA Scheduler

Veritas NetBackup

FTP monitoring tools

PuTTY

VMware

Job description

Employment Type

Full-time, shift-based role supporting 24x7 Production Operations

Work Pattern

Rotating 12-hour shift cycle, including weekends and public holidays

Hiring Purpose

New recruitment / hiring to support Production Operations coverage, resilience and service continuity

2. Position Overview

The Analyst / Senior Analyst, Production Operations is responsible for ensuring stable, timely and controlled execution of production operations across batch processing, scheduler monitoring, system checks, backup monitoring, file transfer monitoring, incident escalation and shift-based operational support.

The role supports mission-critical banking services, including end-of-day processing, production workloads, AS400 and open systems related activities, and operational monitoring across primary and secondary data centre environments. The role requires adherence to approved procedures, accurate evidence retention and timely escalation to support governance, audit readiness, operational resilience and service continuity.

3. Role Purpose

• Ensure accurate monitoring, execution and escalation of scheduled production batch workloads and operational activities.
• Provide first-level operational monitoring and coordination for production incidents, job failures, backup alerts, file transfer issues and system abnormalities.
• Support 24x7 Production Operations coverage across Production Data Centre and Secondary Data Centre environments.
• Maintain accurate operational records, handover notes, job evidence, error logs, incident information and supporting documentation.
• Collaborate with application, infrastructure, automation, backup, data centre and business support teams to reduce operational risk and service disruption.

4. Key Responsibilities and Accountabilities

Production Batch Operations

Monitor, execute and manage scheduled batch processing workflows in line with approved timelines, priorities and standard operating procedures. Perform job acceptance, status validation, exception handling and escalation where required.

Production workloads complete accurately, within expected windows and with timely escalation of failures.

Scheduler and FTP Monitoring

Monitor ASG ZENA scheduler activities, FTP-related jobs and operational queues. Identify failed, delayed or abnormal jobs and coordinate with the relevant support teams for resolution.

Scheduler exceptions and file transfer issues are detected, communicated and resolved in a controlled manner.

Backup Monitoring

Monitor Veritas NetBackup alerts and backup job outcomes. Escalate backup-related exceptions to the respective product line for investigation and recovery action.

Backup failures are identified early, escalated appropriately and tracked until closure.

System and Operational Checks

Perform routine checks on system logs, error messages, console messages, job status, performance indicators and operational checklists across supported environments.

Potential issues are detected early and supporting evidence is retained for review.

Incident and Escalation Management

Support initial triage and timely escalation of incidents, batch failures, server issues, tape-related issues, FTP failures and other operational exceptions to the relevant teams.

Incidents are escalated with sufficient details to support quicker investigation and reduced operational impact.

Shift Handover and Continuity

Prepare clear shift handover updates covering outstanding issues, pending activities, escalations, risks and follow-up actions for the incoming shift.

Operational continuity is maintained with minimal knowledge gaps between shift teams.

Governance, Documentation and Evidence

Maintain accurate job logs, checklist records, incident details, screenshots, error records, communication trails and process documentation in accordance with SOP, WI, audit and compliance requirements.

Operational activities are traceable, reviewable and audit-ready.

Business Continuity and DR Support

Participate in disaster recovery exercises, contingency activities and operational readiness support for production services when assigned.

DR and continuity activities are supported with proper execution discipline and evidence retention.

Support improvements to monitoring quality, checklist effectiveness, escalation clarity, KT coverage, operational controls and recurring issue prevention.

Operational practices are continuously improved and aligned with service stability objectives.

5. Operational Scope and Environment

• Production batch monitoring and execution across supported banking and operational platforms.
• End-of-day processing support and production workload monitoring.
• ASG ZENA scheduler monitoring for FTP and batch-related workloads.
• A-Auto and mainframe batch processing support, where applicable.
• AS400 operations and open systems operational monitoring and escalation support.
• Veritas NetBackup monitoring and escalation to the relevant product line.
• FTP monitoring and coordination with relevant application or infrastructure teams.
• Unix / Linux related operational activities using approved access tools such as PuTTY, where assigned and authorised.
• VMware and data centre operational monitoring where applicable.
• Primary and secondary data centre support covering Production Data Centre and Disaster Recovery / Secondary Data Centre locations.

Experience

3 years relevant experience in IT Operations, Data Centre Operations, Production Operations, batch monitoring or similar environment.

3 to 5+ years relevant experience, preferably with exposure to shift coordination, incident handling, operational improvement or coaching responsibilities.

Primary Focus

Execute assigned operational tasks, follow SOPs, monitor alerts, perform checks and escalate exceptions promptly.

Handle more complex operational activities, support coordination, review handovers and guide junior team members.

KT and Capability

Participate in KT and build capability across assigned operational areas.

Provide KT, mentoring and guidance to Analysts and new joiners.

Raise and escalate incidents with complete information and evidence.

Support incident review, recurring issue follow-up and preventive action tracking.

Process Improvement

Identify gaps and suggest improvements through the shift lead or manager.

Contribute to SOP, work instruction, checklist and operational control improvements.

7. Required Qualifications and Experience

• Minimum SPM / Diploma / Degree in Information Technology, Computer Science, Engineering or equivalent working experience in IT Operations, Data Centre Operations, Production Operations or related technical support functions.
• Experience in data centre, production operations, batch processing, command centre, infrastructure operations or similar 24x7 operations environment is preferred.
• Exposure to batch scheduling, job monitoring, backup monitoring, system console monitoring, escalation handling or production support activities is an added advantage.
• Candidates must be willing and able to work a rotating 12-hour shift schedule, including weekends and public holidays.
• For Senior Analyst level, candidates should demonstrate ability to guide junior staff, coordinate operational activities, support process improvements and assist in recurring issue follow-up.

11. Performance Indicators

• Timely completion, monitoring and escalation of assigned production batch activities.
• Quality and completeness of shift handover, operational records and evidence retention.
• Accuracy and timeliness of incident escalation, follow-up and communication.
• Adherence to approved SOPs, work instructions, access controls and governance requirements.
• Contribution to KT activities, operational improvements and team capability development.
• Reliability in supporting rotating shift operations, including weekends and public holidays.

12. Additional Information

This is a full-time shift-based position supporting 24x7 Production Operations. The role requires coverage across DXC Technology, Petaling Jaya Production Data Centre and NTT MSC Cyberjaya Secondary Data Centre, based on operational requirements. The Analyst / Senior Analyst may be required to support weekends, public holidays, disaster recovery activities, major incidents, operational readiness exercises and other production support activities as assigned.