ITSM/ITOM Tools Senior Specialist

Are you ready to get ahead in your career?We want to empower you to turn your ambitions into achievements.We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.Why does this job exist and why is it critical?​The ITSM/ITOM Tools Senior Specialist is a subject matter expert responsible to lead the architecture, IT Tools roadmap, development, implementation and governance of IT Tools. This role will provide the technical leadership and drives the technical roadmap and automation solutions with the objective to enhance operational stability, proactive response and overall efficiency across Maxis IT landscape.   The ITSM/ITOM Tools Senior Specialist will also work with the partners/vendors and business counterparts to identify improvement opportunities and drive the improvement initiatives.JOB ACCOUNTABILITIES / KEY RESULT AREALead, drive and govern the tools architecture roadmap across all IT domains, ensuring alignment with business objectives and technology advancementsDesign, implement, and manage end-to-end infrastructure monitoring, event management, and automated remediation processes across IT systems using tools like BMC Helix.Maintain an accurate and up-to-date Configuration Management Database (CMDB), ensuring it is fully integrated with live discovery tools and IT systems inventory.Enable and support real-time telemetry, intelligent alert correlation, and root cause analysis to minimize service impact and improve mean time to resolution (MTTR).Collaborate closely with Incident Management and other IT teams to ensure the toolset provides proactive incident detection and enables a swift, coordinated response.Drive infrastructure automation and operational efficiency by developing and deploying scripts and orchestration playbooks using tools such as Ansible, Python, and PowerShell.Manage infrastructure capacity planning and performance tuning for high-demand environments, providing data-driven insights to support platform scalability and stability Contribute to disaster recovery and business continuity planning with infrastructure readiness.Lead the development and enforcement of service management tool guidelines, policies, and procedures to ensure operational excellence, stability, and process adherence.RequirementsMinimum Degree in IT, Engineering, or related disciplineAt least > 7 years of ITSM Tools experience with extensive experience in managing large-scale of ITSM tools in Telecommunication or banking environments.Strong technical leadership skills to drive and deliver Dept/Div objectives, goals and key focus areas.Experience in the development, deployment and maintenance of IT Tools (e.g., BMC, Zabbix, Dynatrace, Splunk or ServiceNow).Good exposure and working knowledge of hybrid infrastructure (on-premises + cloud) in Telco IT Data Centers.Scripting and automation experience (Python, Bash, PowerShell) is a strong plus.Preferred certifications: ServiceNow/BMC ITSM/ITOM Specialist, CCNA/CCNP, AWS/Azure Fundamentals.What's next?Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.