FinTech Incident Manager & Production Specialist

Hytech; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Transit allowance

Insurance coverage

Gym benefits

Training programs

Public transport access

Job summary

Hytech in Kuala Lumpur is seeking an experienced Production Incident Manager to oversee end-to-end handling of production issues across multiple brands. You will coordinate technical, operational, and business teams, lead war rooms for major incidents, and drive timely resolutions while ensuring thorough post-incident reviews and clear management reporting.

The role requires 3+ years in relevant roles, strong stakeholder communication, and hands-on experience with Jira, Freshdesk, and monitoring

Qualifications

• Minimum 3 years of professional experience, including at least 2 years in production support, incident management, IT operations, or related roles.
• Proven senior-level experience coordinating complex issues and driving resolutions without step-by-step guidance.
• Strong business awareness with ability to translate technical findings into business insights.

Responsibilities

• Manage production issues across multiple brands and business lines from assessment to resolution and closure.
• Review issues from customer complaints, system alerts, dashboards, and third-party providers to determine impact and priority.
• Initiate war rooms for major incidents and coordinate technical, operational, and business teams.
• Lead post-incident reviews, RCA, PIR, and postmortem reports with clear action plans.
• Prepare weekly/monthly RTS reports using Jira, Freshdesk, dashboards, and internal data.

Skills

Incident management

Stakeholder comms

Cross-functional coordination

Data analysis

Jira & monitoring tools

Tools

Jira

Freshdesk

Grafana

Datadog

Prometheus

Job description

Hytech in Kuala Lumpur is seeking an experienced Production Incident Manager to oversee end-to-end handling of production issues across multiple brands. You will coordinate technical, operational, and business teams, lead war rooms for major incidents, and drive timely resolutions while ensuring thorough post-incident reviews and clear management reporting.

The role requires 3+ years in relevant roles, strong stakeholder communication, and hands-on experience with Jira, Freshdesk, and monitoring