IT Production Support Analyst — Incident & Change Mgmt

DXC Technology Company; Kuala Lumpur; Hybrid; MYR 60,000 - 120,000; Full time

Job summary

DXC Technology in Kuala Lumpur is seeking an IT Service Management professional with 2–6 years of experience, able to quickly acquire functional or technical understanding, to support business operations and coordinate with IT and external vendors.

The ideal candidate will have experience in IT Service Management, infrastructure, or as an IT Business Analyst, familiarity with incident and problem management, and hands-on knowledge of ticketing systems such as Remedy, ServiceNow, or JIRA.

Qualifications

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

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.

Skills

IT Service Management

Analytical thinking

Communication

Education

Bachelor’s or Master’s degree in IT/Engineering/Finance

ITIL certification

Tools

Remedy

ServiceNow

JIRA

MQ

FTP

SQL

Job description

DXC Technology in Kuala Lumpur is seeking an IT Service Management professional with 2–6 years of experience, able to quickly acquire functional or technical understanding, to support business operations and coordinate with IT and external vendors.

The ideal candidate will have experience in IT Service Management, infrastructure, or as an IT Business Analyst, familiarity with incident and problem management, and hands-on knowledge of ticketing systems such as Remedy, ServiceNow, or JIRA.