Production IT Support Specialist - Incident & Change

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

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.