Change Management Specialist

Title: Change Management Specialist

Department: Product Operations (ProdOps)

Location: Bangsar South, KL

Key Responsibilities:

Change Request (CR) Assessment & Risk Analysis

Review, validate, and assess Change Requests (CRs) before development approval.

Conduct detailed impact analysis (technical, financial, operational, compliance).

Collaborate with Product, Technology, Risk, Compliance, and Operations for feasibility and risk assessment.

Quality Assurance & Go-Live Readiness

Define comprehensive go-live readiness criteria and deployment checklists.

Ensure all necessary testing, including SIT, UAT, regression testing, and financial validation, is completed.

Mitigate operational risks and financial exposure prior to production deployment.

Secure stakeholder sign-off for all changes.

Release Execution & Post-Deployment Management

Govern release scheduling and oversee production deployment.

Ensure comprehensive rollback plans and emergency release documentation are in place.

Monitor post-deployment performance and stability, including managing the hypercare period.

Production Incident & Problem Management

Classify and prioritize all production issues (Critical/High/Medium/Low).

Lead the approval process for hotfixes and expedited change governance.

Oversee Root Cause Analysis (RCA) and drive long-term preventive action planning and recurring defect remediation.

Audit & Documentation

Maintain a complete audit trail and change documentation for compliance purposes.

Required Qualifications:

Strong hands-on experience managing Change Requests (CRs), new releases, and production hotfixes.

Proven ability to manage production deployments without service disruption.

Experience handling emergency changes and expedited release approvals.

Familiarity with ITIL-based frameworks (Incident, Problem, Change Management).

Experience managing Severity 1/Critical incidents and performing structured impact assessments (technical, operational, financial).

Strong understanding of production versus staging environments.

Knowledge of rollback planning and mitigation strategies.

Strong documentation discipline (change logs, release notes, audit trail).

High accountability and ownership mindset.

Preferably 2–5 years of relevant experience.

Added advantage

Experience in cross-border remittance or money transfer platforms.

Familiarity with API integrations and batch processing.

Experience with JIRA, ServiceNow, Zendesk, or similar ticketing tools.

Ability to read API documentation and understand payload structure.

SQL knowledge for basic transaction validation queries.

Experience working closely with DevOps teams.

Up to RM6,000