Senior SRC Analyst

PayNet (Payments Network Malaysia); Kuala Lumpur; On-site; MYR 120,000 - 240,000; Full time

Job summary

PayNet (Payments Network Malaysia) seeks an IT Operations/ITSM professional to advance service management and operational excellence in Kuala Lumpur. You will shape IT processes, drive automation, and partner across Engineering, Risk, Audit, and Security to ensure reliable, compliant service delivery.

Join a national-scale infrastructure team focused on resilience, governance, and continuous improvement, delivering measurable improvements in service reliability and efficiency.

Qualifications

• Degree in Computer Science or related field.
• Minimum 5 years of experience in IT Operations, IT Service Management, Project Management, or Process Improvement.
• Strong understanding of ITIL, Agile, Lean, DevOps, and service management principles.
• Experience managing cross-functional initiatives, projects, risks, incidents, and stakeholders.
• Excellent communication, analytical, problem-solving, 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, while manage enterprise project risks, and ensure compliance implementation of technology initiatives.

Skills

ITIL

Agile

Lean

DevOps

Project management

Stakeholder management

Incident management

Communication

Documentation

Problem solving

Education

Bachelor's degree in Computer Science

Tools

JIRA

ServiceNow

Microsoft Project

Job description

• Contribute to national critical infrastructure operating at increasing scale and complexity
• Do work with impact beyond a single organization as PayNet’s role in the ecosystem expands
• Join an organization focused on resilience, reliability, and stability as core operating standards
• Make decisions and contributions that matter at national scale

Why PayNet / Why Now

• Contribute to national critical infrastructure operating at increasing scale and complexity
• Do work with impact beyond a single organization as PayNet’s role in the ecosystem expands
• Join an organization focused on resilience, reliability, and stability as core operating standards
• Make decisions and contributions that matter at national scale

TL; DR

• Drive IT service management (ITSM), process governance, and operational excellence across Technology functions.
• Lead process improvement, workflow automation, and service optimization initiatives using ITIL, Agile, Lean, and DevOps practices.
• Manage cross-functional projects, risks, incidents, and continuous improvement efforts to improve service reliability and operational efficiency.
• Act as the bridge between Engineering, Operations, Risk, Audit, Security, and business stakeholders to ensure effective delivery and governance.

Why This Role Matters

• Ensures IT operational processes remain scalable, efficient, and aligned with business objectives.
• Improves service reliability and minimizes operational risks through strong governance and process controls.
• Drives automation and process standardization to increase productivity and reduce manual effort.
• Supports critical incident management, root cause analysis, and continuous service improvement.
• Provides visibility into project, operational, and service risks to protect PayNet's critical technology environment.

What You Will Actually Do

• 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, while manage enterprise project risks, and ensure compliance implementation of technology initiatives.

Examples of This Role in Practice

• Lead an initiative to streamline Service Management workflows and to improve operational efficiency, velocity while complying to the necessary regulatory controls.
• Conduct process maturity assessments and recommend improvements to align with best practices.
• Coordinate a major system migration involving multiple technical and business teams while managing risks and dependencies.
• Facilitate post-incident reviews, identify root causes, and drive corrective actions to prevent recurrence.
• Collaborate technology related audit with Internal Audit Division to provide details and drive across operations and technology division.

Required

What Will Help You Succeed

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

Good to have

• ITIL certification.
• Experience in banking, payments, financial services, or regulated environments.
• Experience in software development or IT operations environments.
• PMP, Agile, Scrum, or project management certifications.
• Hands-on experience with JIRA, Microsoft Project, ServiceNow, or similar ITSM/project management tools.