System Analyst (Night Shift : 6PM - 6AM)_Permanent_Hybrid

Location : Damansara, KL

Type : Permanent

Salary : RM3K – RM4K

Shift Allowance MYR 400

Hybrid Role (2-3 days in office)

Shift between : 6.00pm – 6.00am MYT

Night shift - 5 days rotation schedule includes holidays

DUTIES & RESPONSIBILITIES:

• Responsible for the identification and resolution of production system’s problems.
• Receiving escalated problem calls, documenting those calls, troubleshooting the problem, triaging the problem (prioritize), escalating those calls to the appropriate party for resolution.
• Will be responding to trouble tickets received through our ticketing system based on priority and impact to the business
• Monitor and resolve production problems
• Night shift - 5 days rotation schedule includes holidays
• Troubleshoot problems to determine severity and priority
• Resolve problem or escalate to the resolution person/group
• Handoff information to resolution party
• Maintain communications with resolution party until problem is resolved or a workaround is put in place
• Track (document) problem through resolution
• If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future
• Identify and document fixes that require program changes and/or procedure changes
• Work with other groups/departments to assist in creating permanent resolution/fixes
• Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness
• Monitor production systems using HP OpenView and other applications and respond accordingly
• Create and/or maintain operations process/procedure and problem resolution documentation as required
• Assist other Operations Engineers, as needed

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Excellent analytical skills
• Excellent technical troubleshooting skills as it relates to:

o Microsoft OS (Windows 2003, 2008)

o Network Technologies (routing, switching, load balancing)

o Security (Firewall, VPN)

o Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)

o Java

o HP OpenView experience a plus

• Excellent customer service skills
• Excellent verbal and written skills
• Ability to influence/facilitate and negotiate with other groups, departments, individuals
• Ability to make timely decisions

Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM4,000.00 per month

Schedule:

• Night shift
• Rotational shift

Application Question(s):

• When is your availability date to join?

Experience:

• Technical Troubleshooting: 1 year (Preferred)
• Network Technologies (routing, switching, load balancing): 1 year (Preferred)
• Security (Firewall, VPN): 1 year (Preferred)

Language:

• English (Preferred)