IT Production Support Analyst

DXC Technology Philippines; Kuala Lumpur; Hybrid; MYR 67,000 - 134,000; Full time

Job summary

DXC Technology Philippines is seeking an IT Service Management professional in Kuala Lumpur to support business operations, monitor incidents, and coordinate with IT and external vendors. The ideal candidate has 2–6 years (experienced) or 6+ years (senior) in ITSM, with ITIL knowledge.

Strong SQL, data handling, and hands-on experience with Remedy, ServiceNow or JIRA are preferred to meet SLAs and ensure stable production services.

Qualifications

• 2–6 years of IT Service Management experience with ability to quickly acquire functional/technical understanding.
• Senior: >6 years in ITSM, Infra, or IT Business Analysis; finance/banking/insurance industry preferred.
• ITIL certification is an advantage.
• Strong IT foundation (application development or infrastructure).
• SQL knowledge (Oracle preferred); execute standard queries (SELECT, UPDATE).
• Familiarity with incident and problem management processes in regulated industries.
• Experience using IT ticketing systems such as Remedy, ServiceNow, or JIRA with reporting/analysis.

Responsibilities

• Support business operations by resolving functional or technical issues through system configuration or coordination with IT and external vendors.
• Manage and resolve technical incidents (minor and major) per processes and SLAs.
• Monitor and analyze root causes of production disruptions, and recommend preventive measures.
• Perform daily operational checks and functional testing of applications within assigned business areas.
• Maintain clear and consistent communication with business users, IT teams, and operational risk functions.
• Participate in change management and release planning to assess and mitigate production risks.
• Coordinate and execute testing and sanity checks during change windows or weekend releases.
• Update and enhance documentation, procedures, and knowledge bases for production-related incidents and resolutions.

Skills

ITSM

SQL

Remedy

ServiceNow

JIRA

Incident management

Problem management

Communication

Education

Bachelor’s or Master’s in IT/Engineering/Finance (IT orientation)

Tools

Remedy

ServiceNow

JIRA

Job description

Job Description:

• Experienced: 2–6 years of experience in IT Service Management, with the ability to quickly acquire functional or technical understanding.

• Senior: More than 6 years of experience in IT Service Management, Infrastructure, or as an IT Business Analyst.
  Experience in the finance, banking, or insurance industry is preferred.

Academic Requirements

• Bachelor’s or Master’s degree in Information Technology, Engineering, or Finance/Banking (with strong IT orientation).

• ITIL certification is an advantage.

Required Technical Skills

• Strong IT foundation (application development or infrastructure).

• Understanding or hands-on experience with data feeding tools such as MQ and FTPs.

• Knowledge of SQL (preferably Oracle); able to execute standard queries (SELECT, UPDATE).

• Familiarity with incident and problem management processes, ideally within a regulated industry.

• Experience using IT ticketing systems such as Remedy, ServiceNow, or JIRA, including reporting and analysis.

Key Responsibilities

• Support business operations by resolving functional or technical issues through system configuration or coordination with IT and external vendors.

• Manage and resolve technical incidents (both minor and major) in accordance with organizational processes and SLAs.

• Monitor and analyze root causes of production disruptions, and recommend preventive measures to reduce recurrence.

• Perform daily operational checks and functional testing of applications within assigned business areas.

• Maintain clear and consistent communication with business users, IT teams, and operational risk functions.

• Participate in change management and release planning to assess and mitigate potential production risks.

• Coordinate and execute testing and sanity checks during change windows or weekend releases.

• Update and enhance documentation, procedures, and knowledge bases for production-related incidents and resolutions.

Ideal Profile

• Strong analytical and problem-solving skills with attention to detail.

• Excellent communication and coordination abilities across technical and business teams.

• Proactive, structured, and able to manage multiple priorities in a dynamic environment.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.More information on employment scams is availablehere.