Senior ITSM & Process Excellence Lead

Payment Network Malaysia

Malaysia

On-site

MYR 180,000 - 240,000

Full time

14 days+

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Job summary

PayNet in Malaysia seeks an experienced IT Operations & Process Improvement professional to drive ITSM governance and operational excellence across Technology functions. You will lead cross-functional initiatives, manage risks, incidents, and continuous improvement efforts to enhance service reliability and efficiency.

The role requires a degree in computer science, 5+ years in IT operations or process improvement, and strong ITIL/Agile/Lean/DevOps knowledge.

Qualifications

Degree in Computer Science or related field.
Minimum 5 years of IT Operations, ITSM, Project Management, or Process Improvement.
Strong knowledge of ITIL, Agile, Lean, DevOps, and service management principles.
Experience managing cross-functional initiatives, projects, risks, incidents, and stakeholders.
Excellent written and verbal communication, analytical, and documentation skills.

Responsibilities

Analyze, design, document, and improve IT operational processes and workflows.
Facilitate collaboration across Engineering, Risk, Audit, CISO, and business teams to implement process improvements.
Drive ITSM practices, service management processes, ticketing tool governance, and service-level monitoring.
Participate in incident reviews, risk assessments, and post-mortem reporting to improve operational resilience.
Manage internal team projects and enterprise project risks, ensuring compliance of technology initiatives.