Senior IT Services Manager - Incident, Change & Release

DXC Technology Malaysia Sdn Bhd.; Selangor; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Miscellaneous allowance

Education support

Dental insurance

Retirement benefits

Rewards and recognition

Job summary

DXC Technology Malaysia Sdn Bhd is seeking a senior IT Service Management professional with 6+ years in ITSM, infrastructure, or IT business analysis. Prior experience in the finance, banking, or insurance sector is preferred.

The role involves incident/problem management, change and release planning, and collaboration with IT teams and external vendors to ensure production stability. Proficiency in SQL (Oracle), ticketing tools (Remedy/ServiceNow/JIRA), and scripting (KornShell) is expected.

Qualifications

• Senior with 6+ years in ITSM, infrastructure, or IT business analysis.
• Experience in finance, banking, or insurance industries preferred.
• Bachelor's or Master's degree in Information Technology, Engineering, or Finance/Banking with strong IT orientation.
• ITIL certification is advantageous.
• Experience with data feeding tools such as MQ and FTPs.
• Hands-on KornShell scripting experience.
• Knowledge of SQL (Oracle) and ability to execute standard queries.
• Familiarity with incident and problem management processes.
• Experience using ticketing systems Remedy, ServiceNow, or JIRA, including reporting and analysis.
• Support operations by resolving functional or technical issues through system configuration or coordination with IT and external vendors.
• Manage and resolve technical incidents per organizational processes and SLAs.
• Monitor root causes of production disruptions and implement preventive measures.
• Perform daily operational checks and functional testing of applications.
• Maintain clear communication with business users and IT teams.
• Participate in change management and release planning to assess and mitigate production risks.
• Coordinate testing during change windows or weekend releases.
• Update documentation and knowledge bases for production incidents and resolutions.

Responsibilities

• Resolve incidents and problems per SLAs and organizational processes.
• Coordinate with IT and external vendors to resolve complex issues.
• Support change management, release planning, and testing during change windows.
• Document and communicate root cause analyses and preventive measures.

Skills

ITIL

ITSM

Business Analysis

SQL

JIRA

Education

Bachelor's or Master's in IT/Engineering/Finance

Tools

Remedy

ServiceNow

JIRA

MQ

FTP

KornShell

Oracle SQL

Job description

DXC Technology Malaysia Sdn Bhd is seeking a senior IT Service Management professional with 6+ years in ITSM, infrastructure, or IT business analysis. Prior experience in the finance, banking, or insurance sector is preferred.

The role involves incident/problem management, change and release planning, and collaboration with IT teams and external vendors to ensure production stability. Proficiency in SQL (Oracle), ticketing tools (Remedy/ServiceNow/JIRA), and scripting (KornShell) is expected.