IT Service Management Lead: Incident, Change & Resilience

Payment Network Malaysia; Malaysia; Vor Ort; MYR 120.000 - 190.000; Vollzeit

Zusammenfassung

Payment Network Malaysia is seeking an experienced IT Service Management lead to own and continuously improve core ITSM processes across incidents, problems, changes, configuration, and service requests. You will coordinate major incident responses, drive timely communication, and chair the Change Advisory Board to assess readiness and risks.

You will also convert service data into actionable insights, ensuring accountability for SLAs and operational outcomes across Nexus operations with vendors

Qualifikationen

• 8+ years of IT service management experience with hands-on ownership of ITIL practices.
• Experience across major incident, problem, change, configuration and service-level management.
• Ability to operate in high-availability production environments with structured incident responses.
• Ability to challenge vendors with SLA evidence and operational-readiness data.

Aufgaben

• Own the design, operation and continuous improvement of core ITSM processes and supporting procedures
• Coordinate major incident responses, drive timely stakeholder communication and lead post-incident reviews
• Chair the Change Advisory Board, challenge change risks and determine whether operational readiness requirements have been met
• Build service reporting that connects SLA performance, incident trends, problem records and change outcomes
• Drive recurring service issues through root-cause analysis, corrective action and evidenced closure
• Challenge technology providers on performance, service quality and readiness for Nexus operational transitions

Kenntnisse

ITIL practices

Major incident management

Problem management

Change management

Configuration management

SLA management

Stakeholder communication

IT governance

Jobbeschreibung

Payment Network Malaysia is seeking an experienced IT Service Management lead to own and continuously improve core ITSM processes across incidents, problems, changes, configuration, and service requests. You will coordinate major incident responses, drive timely communication, and chair the Change Advisory Board to assess readiness and risks.

You will also convert service data into actionable insights, ensuring accountability for SLAs and operational outcomes across Nexus operations with vendors