IT Production Support Analyst

DXC Technology Malaysia Sdn Bhd.; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Education support

Dental

Retirement benefits

Insurance

Job summary

DXC Technology Malaysia Sdn Bhd. seeks an IT Service Management/Business Analyst professional to support operations by resolving functional and technical issues, coordinating with IT and external vendors, and managing incidents in line with SLAs.

The role emphasizes root-cause analysis, change and release coordination, and thorough documentation. Candidates with ITIL and IT experience in financial services are preferred.

Qualifications

• 2–6 years of ITSM experience with ability to quickly acquire functional/technical understanding.
• Senior: >6 years in ITSM/Infrastructure or as an IT Business Analyst; finance/insurance preferred.
• Bachelors/Master in IT/Engineering/Finance with strong IT orientation.
• ITIL certification is an advantage.
• Experience with data feeding tools such as MQ and FTPs.

Responsibilities

• Resolve functional or technical issues by configuring systems or coordinating with IT/vendors.
• Manage and resolve technical incidents (minor to major) per processes and SLAs.
• Monitor root causes of production disruptions and recommend preventive measures.
• Perform daily operational checks and functional testing of applications.
• Maintain clear communication with business users, IT teams, risk functions.
• Participate in change management and release planning to mitigate risks.
• Coordinate testing during change windows or weekend releases.
• Update and enhance documentation for incidents and resolutions.

Skills

IT Service Management

ITIL

SQL (Oracle)

Data feeds MQ/FTP

Incident management

Ticketing systems (Remedy ServiceNow J

Analytical skills

Communication

Education

Bachelors/Master in IT/Engineering/Finance

ITIL certification advantageous

Tools

Remedy

ServiceNow

JIRA

Oracle SQL

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

• 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.

Perks and benefits

• Medical Miscellaneous allowance Education support Dental Retirement, Other rewards and recognition, Insuran

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com.