Full Time AVP, Senior Production Support Specialist (ITSM) Jobs, in Robert Walters Federal Territory - Maukerja

Job Title: AVP, Senior Production Support Specialist (ITSM)

Location: Kuala Lumpur, Malaysia

Perm/Contract/ Full-time/Part-time: Permanent

On-site/Hybrid/Remote: On-site

Who We Are

Robert Walters is the world’s most trusted talent solutions business. Across the globe, we deliver recruitment, outsourcing, and talent advisory services for businesses of all sizes, opening doors for people with diverse skills, ambitions, and backgrounds.

Our Outsourcing service delivers recruitment for some of the world’s top employers, and we are currently recruiting on behalf of one our client which is the Fifth largest global bank globally by assets, with 2400 locations in over 50 markets. Our client has approximately 360 years of history. Its global network has over 180,000 employees. It was ranked as the fourth largest in the world.

The Role

Our client is seeking an AVP, Senior Production Support Specialist (ITSM) in the Banking division.

This role offers an exciting opportunity to join a global team, providing top-tier service to existing and prospective clients while expanding the business on a product and global level.

Job Description:

Main purpose of the role:

A leading financial institution in Malaysia is seeking a Senior Production Specialist with expertise in IT Service Management to join their technology operations team. This role offers you the opportunity to play a pivotal part in ensuring high availability, stability, and operational excellence across a diverse application portfolio. You will be at the heart of production support, service management, business continuity, and project delivery initiatives, collaborating closely with regional teams, vendors, and stakeholders. The organisation is committed to fostering an inclusive environment where your interpersonal skills and collaborative approach are valued. Flexible working opportunities and supportive leadership ensure you can thrive while contributing to critical technology transformation projects that shape the future of banking services.

• You will have the chance to lead production support activities for a major financial institution, ensuring seamless service reliability and operational health across multiple applications.
• Enjoy flexible working opportunities and a supportive leadership culture that values collaboration, knowledge sharing, and continuous professional development.
• Be empowered to drive operational resilience, participate in technology modernisation initiatives, and contribute to regulatory compliance efforts within a highly respected organisation.

What you'll do:

As a Senior Production Specialist IT Service Management based in Malaysia, you will be responsible for orchestrating the end-to-end production support lifecycle for mission-critical banking applications. Your day-to-day will involve monitoring service levels, resolving incidents swiftly to minimise business impact, overseeing maintenance schedules and deployments, as well as driving continuous improvement initiatives. You will collaborate extensively with cross-functional teams—application owners, infrastructure specialists, vendors—and act as the focal point for ITSM compliance. Your role also encompasses leading business continuity exercises such as disaster recovery drills and supporting regulatory audits. Success in this position requires you to maintain comprehensive documentation, coordinate operational readiness for new projects or enhancements, facilitate root cause analyses after incidents occur, and proactively identify areas for improvement. By leveraging your strong organisational skills and co-operative mindset, you will help ensure that technology operations remain resilient while supporting ongoing transformation projects.

• Lead and manage production application support activities across the Bank's application portfolio, ensuring high availability, stability and service reliability by coordinating with various technical teams.
• Establish and monitor service availability, operational health and support effectiveness against agreed service levels and operational targets through regular reviews and reporting.
• Ensure timely resolution of production incidents, service disruptions and operational issues by acting as the escalation point during critical events.
• Oversee scheduled maintenance, application deployments, production releases and operational readiness activities by liaising with infrastructure teams and vendors.
• Drive proactive identification of operational risks, recurring issues, performance bottlenecks and improvement opportunities through trend analysis and root cause reviews.
• Maintain application inventory, support documentation, operational procedures, system ownership records and support models to ensure accurate information is available for all stakeholders.
• Coordinate support activities among application teams, infrastructure teams, regional technology teams, vendors and business stakeholders to foster effective communication and teamwork.
• Lead service transition activities to ensure new systems, enhancements and projects are adequately prepared for production support by participating in project planning sessions.
• Act as the primary IT Service Management (ITSM) lead and ensure compliance with IT service management standards, policies and procedures by governing incident, problem, change and service request processes.
• Facilitate root cause analysis (RCA) and problem management reviews to implement corrective actions that enhance system stability.

What you bring:

Your proven experience as a Senior Production Specialist IT Service Management will enable you to excel in this role. You bring deep understanding of production support best practices within complex financial environments where dependability is paramount. Your expertise spans ITSM frameworks—incident resolution protocols, change governance processes—and you are adept at facilitating cross-team collaboration between technical specialists from different domains. You possess strong analytical abilities for identifying trends or recurring issues through data-driven reviews; your attention to detail ensures documentation remains current while your commitment to compliance supports audit readiness. Your interpersonal skills shine when communicating with stakeholders during critical incidents or project transitions. Additionally, your familiarity with business continuity planning means you can confidently lead disaster recovery exercises while embedding resilience into every aspect of technology operations. By nurturing relationships across teams and championing continuous improvement efforts you help create an environment where operational excellence thrives.

• Demonstrated experience in production application support within large-scale financial or enterprise environments where high availability is essential.
• Proven track record managing IT Service Management (ITSM) processes including incident management, problem management, change management and service request fulfilment.
• Strong ability to coordinate cross-team activities involving application owners, infrastructure specialists, vendors and regional stakeholders in a collaborative manner.
• Expertise in conducting root cause analysis (RCA), trend analysis and implementing corrective actions for recurring issues or performance bottlenecks.
• Experience leading business continuity management (BCM) activities such as Business Impact Analysis (BIA), risk assessments and disaster recovery exercises.
• Ability to maintain detailed application inventories, operational procedures documentation and system ownership records with accuracy.
• Familiarity with regulatory compliance requirements related to technology operations including audit response preparation.
• Excellent interpersonal skills enabling effective stakeholder communication during major incidents or project transitions.
• Commitment to continuous improvement initiatives aimed at enhancing service quality, operational efficiency or system stability.
• Knowledge of project delivery methodologies with experience supporting technology transformation or modernisation initiatives.

This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organisations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.

Client promotes collaboration and aims to provide a supportive and inclusive environment where all individuals can maximize their full potential.

As we are continuously hiring for all our clients in the region, we will retain your CV in our database for any other positions that may fit your profile. Therefore, please let us know if you are not agreeable to that.