Senior Production Support Specialist (ITSM)

About the role

A leading financial institution in Malaysia is looking for a Senior Production Specialist with IT Service Management expertise to join its technology operations team. The role covers production support, service management, business continuity and project delivery, working with regional teams, vendors and stakeholders. It involves leading production support for mission-critical banking applications and driving operational resilience.

Key responsibilities

• Lead and manage production application support across the bank's application portfolio, ensuring high availability and stability
• Monitor service availability and operational health against agreed service levels, with regular reviews and reporting
• Resolve production incidents and service disruptions quickly, acting as escalation point during critical events
• Oversee scheduled maintenance, application deployments, production releases and operational readiness
• Identify operational risks, recurring issues and performance bottlenecks through trend analysis and root cause reviews
• Maintain application inventory, support documentation, operational procedures, system ownership records and support models
• Coordinate support activities among application teams, infrastructure teams, regional teams, vendors and business stakeholders
• Lead service transition and take part in project planning for new systems and enhancements
• Act as the primary ITSM lead, ensuring compliance with incident, problem, change and service request processes
• Facilitate root cause analysis and problem management reviews, and lead business continuity activities such as disaster recovery drills and audit support

Required profile

• Demonstrated experience in production application support in large-scale financial or enterprise environments
• Proven track record managing ITSM processes: incident, problem, change and service request management
• Experience leading business continuity management, including BIA, risk assessments and disaster recovery exercises
• Knowledge of project delivery methodologies and experience supporting technology transformation or modernisation
• Familiarity with regulatory compliance requirements for technology operations, including audit response preparation

Required skills

• Root cause analysis and trend analysis
• Incident, problem, change and service request management
• Application inventory and documentation maintenance
• Strong stakeholder communication and collaboration across teams and vendors

What we offer

• Flexible working opportunities
• Supportive leadership and training opportunities
• An inclusive culture that encourages collaboration and continuous professional development