ITSM Lead: Incident Command & Change Governance

PayNet (Payments Network Malaysia); Kampung Malaysia Tambahan; On-site; MYR 90,000 - 120,000; Full time

Job summary

PayNet Malaysia seeks an experienced ITSM leader to own and continually improve the ITSM framework for Incident, Problem, Change, Configuration and Service Request Management in a high-availability payments environment in Kuala Lumpur. You will coordinate major incidents and drive cross-functional collaboration with technology teams and external partners.

The role requires 8+ years in ITSM, hands-on ITIL practice delivery, and the ability to translate service data into actionable insights.

Qualifications

• 8+ years of experience in IT service management.
• Hands-on ownership of core ITIL practices including incident, problem, change, configuration and service-level management.
• Experience operating in high-availability production environments.
• Certification in ITIL 4 / COBIT / ISO 20000 / ISO 22301 is advantageous.

Responsibilities

• 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.

Skills

ITSM leadership

Major incident coordination

Change management

Service-level management

Incident management

Education

ITIL 4 certification

COBIT

ISO/IEC 20000

ISO 22301

Job description

PayNet Malaysia seeks an experienced ITSM leader to own and continually improve the ITSM framework for Incident, Problem, Change, Configuration and Service Request Management in a high-availability payments environment in Kuala Lumpur. You will coordinate major incidents and drive cross-functional collaboration with technology teams and external partners.

The role requires 8+ years in ITSM, hands-on ITIL practice delivery, and the ability to translate service data into actionable insights.