IT Operations & Service Management Specialist/Team Leader

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

Job summary

Private Advertiser in Kuala Lumpur seeks an IT Operations & Service Management Specialist/Team Leader to bridge IT infrastructure operations with service management. You will oversee ITSM tools, change processes, and 24/7 support to ensure stable services and compliance with ITIL and ISO policies.

The role requires incident triage, L1 support, and basic database tasks across SQL/Oracle/MySQL, with regular reporting to management and CAB activities.

Qualifications

• Diploma or Bachelor's degree in Computer Science, Information Technology, or related field.
• 1–3 years of experience in IT Operations, Service Management, or System Administration.
• Hands-on with ITSM ticketing tools (BMC Helix/Remedy, ServiceNow, or similar).
• Solid understanding of ITIL framework concepts (Incident, Problem, Change Management).
• Basic knowledge of Linux/Windows operating systems and databases (SQL, Backup/Restore).
• Proficient in English (written and verbal).
• Willingness to work in a 24/7 rotational shift and on-call standby.
• Mandarin and Cantonese proficiency is highly preferred for stakeholder communication.
• ITIL Foundation v4 certification preferred.

Responsibilities

• Manage and support ITSM tools for incident, problem, and change management processes.
• Act as a key contributor to Change Management: prepare change requests, assess risks, support CAB activities.
• Perform L1 incident diagnosis and resolution for infrastructure and application issues.
• Ensure ITSM activities comply with ITIL standards and ISO policies.
• Monitor production infrastructure using SolarWinds, Nagios, or similar tools.
• Perform daily health checks, batch job scheduling, and backup monitoring.
• Assist OS and application patching activities (Windows/Linux) including scheduling.
• Escalate unresolved issues to L2/L3 with detailed documentation.
• Support database administration tasks including monitoring, basic troubleshooting, and backup/recovery.
• Prepare daily, weekly, and monthly operational reports.

Skills

ITIL knowledge

ITSM tools

Linux/Windows basics

SQL/Backup concepts

English proficiency

On-call readiness

24/7 shift

Mandarin/Cantonese

ITIL Foundation v4

Education

Diploma or Bachelor's degree in CS/IT

Tools

BMC Helix

Remedy

ServiceNow

SolarWinds

Job description

IT Operations & Service Management Specialist/Team Leader

We are seeking a versatile and proactive IT Operations & Service Management Specialist to join our team in Kuala Lumpur. This role serves as a critical link between IT infrastructure operations and service management processes. The ideal candidate will possess a broad skill set spanning ITSM tool administration, change management, infrastructure monitoring, and basic database/system support. You will be responsible for ensuring the stability of IT services, managing change processes, and supporting daily operational tasks in a 24/7 environment.

Key responsibilities

• Manage and support ITSM tools (e.g., BMC Helix, Remedy, ServiceNow) for incident, problem, and change management processes
• Act as a key contributor to the Change Management process: prepare change requests, evaluate risks, and support the Change Advisory Board (CAB) activities
• Perform L1 incident diagnosis, troubleshooting, and resolution for infrastructure and application issues
• Ensure all ITSM activities comply with ITIL standards and company ISO policies
• Monitor production infrastructure (Servers, Network, Storage, Database, Applications) using tools like SolarWinds, Nagios, or BMC Patrol
• Perform daily health checks, batch job scheduling (e.g., Control-M), and backup monitoring
• Assist in OS and application patching activities (Windows/Linux), including coordination, scheduling, and minor technical execution
• Escalate unresolved issues to L2/L3 teams with detailed documentation
• Support database administration tasks including monitoring, basic troubleshooting, and backup/recovery verification for environments like MS SQL, Oracle, or MySQL
• Prepare daily, weekly, and monthly operational reports for management review

About you

• Diploma or Bachelor's degree in Computer Science, Information Technology, or related field
• 1–3 years of experience in IT Operations, Service Management, or System Administration
• Hands‑on experience with ITSM ticketing tools (BMC Helix/Remedy, ServiceNow, or similar)
• Solid understanding of ITIL framework concepts (Incident, Problem, Change Management)
• Basic knowledge of Linux/Windows operating systems
• Familiarity with Database concepts (SQL, Backup/Restore)
• Proficient in English (written and verbal)
• Ability to work in a 24/7 rotational shift environment and on-call standby
• Mandarin and Cantonese proficiency is highly preferred for stakeholder communication
• ITIL Foundation v4 certification preferred