Software Engineering Manager: Production & Incident Leadership

DXC Technology Morocco; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

DXC Technology Morocco in Malaysia seeks an experienced IT Service Management professional to join our operations team. You will work across ITSM, infrastructure, and business analysis, resolving incidents and coordinating with vendors to ensure service continuity.

The candidate should have 6+ years in ITSM/IT infra, a relevant degree, and familiarity with Remedy/ServiceNow/JIRA. ITIL knowledge is advantageous as you contribute to change management and incident resolution.

Qualifications

• 6+ years of experience in IT Service Management, Infrastructure, or as an IT Business Analyst.
• Bachelor’s or Master’s degree in Information Technology, Engineering, or Finance/Banking with IT orientation.
• ITIL certification is an advantage.
• Understanding or hands-on experience with data feeding tools such as MQ and FTPs.
• Understanding or hands-on experience with KornShell scripting.
• Knowledge of SQL (preferably Oracle); able to execute standard queries (SELECT, UPDATE).
• Familiarity with incident and problem management processes, ideally within a regulated industry.
• Experience using IT ticketing systems such as Remedy, ServiceNow, or JIRA, including reporting and analysis.
• Support business operations by resolving functional or technical issues through system configuration or coordination with IT and external vendors.
• Manage and resolve technical incidents (both minor and major) in accordance with organizational processes and SLAs.
• Monitor and analyze root causes of production disruptions, and recommend preventive measures to reduce recurrence.
• 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 potential 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.

Responsibilities

• Provide ITSM and infrastructure support to resolve functional or technical issues.
• Coordinate with IT and external vendors to resolve incidents and minimize downtime.
• Manage and resolve technical incidents (minor and major) in line with SLAs.
• Monitor root causes of production disruptions and implement preventive measures.
• Perform daily operational checks and validate application functionality within assigned areas.
• Communicate clearly with business users and IT teams; document resolutions.
• Contribute to change management and release planning to mitigate production risks.
• Execute testing and sanity checks during change windows or weekend releases.
• Update documentation and knowledge bases for production incidents and resolutions.

Skills

IT Service Management

Infrastructure

IT Business Analyst

Education

Bachelor’s or Master’s degree in Information Technology, Engineering, or Finance/Banking (with IT orientation)

ITIL certification (advantage)

Tools

Remedy

ServiceNow

JIRA

Job description

DXC Technology Morocco in Malaysia seeks an experienced IT Service Management professional to join our operations team. You will work across ITSM, infrastructure, and business analysis, resolving incidents and coordinating with vendors to ensure service continuity.

The candidate should have 6+ years in ITSM/IT infra, a relevant degree, and familiarity with Remedy/ServiceNow/JIRA. ITIL knowledge is advantageous as you contribute to change management and incident resolution.