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Original
Simplified
1 Opening
Bayan Lepas
Role description
Role Proficiency:
Support customer applications by monitoring the systems/applications and infrastructure under minimal guidance
Outcomes:
- Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues
- Monitor and troubleshoot all issues pertaining to systems/applications/infrastructure tools in production.
- Identify diagnose and resolve L-1 issues for end users over the phone chats and/or via email/ticketing tool
- Ensure that requests for support are properly logged and resolved as per the Service Level Agreements according to agreed standards and procedures
- Adhere to project Salad shift timings; communicate effectively over e-mails and conversations
- Identify and report opportunities to improve efficiency and quality (e.g. Repeatable processes that can be automated)
- Learn business domain and system domain; individually and as recommended by the project/account
- Attain technical knowledge for troubleshooting/resolving any reported production issues
- Set FAST goals and seek feedback to FAST goals
Measures of Outcomes:
- Adherence to engineering process and standards
- Adherence to schedule / timelines
- Adhere to SLAs where applicable
- # of issues fixed
- # of non-compliance issues with respect to SOP
- Completion of all mandatory training requirements
Outputs Expected:
Issue Resolution:
- Identify
analyse and resolve the incidents/tickets
Training:
- Attend one-on one need-based domain/project/technical trainings as needed
Escalation:
- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
- Where applicable
monitor progress of requests for support and ensure users and other interested parties are kept informed.
Document:
- Create documentation for one's own work
Status Reporting:
- Report status of tasks assigned
- Comply with project related reporting standards/process
Manage knowledge:
- Absorb project related documents
share point
libraries and client universities
Release:
- Adhere to release management process
Skill Examples:
- Identify and triage issues reported by customer
- Log Monitor and report issues as defined by SLAs
- Problem solving approach
- Team Player
- Good written and verbal communication abilities
- Proactively ask for help and offer help
Knowledge Examples:
- Appropriate software programs/modules/ tools
- Operating Systems and software platforms
- Integrated development environment (IDE)
- Software life cycle methodology e.g. Agile methods
- Knowledge base of customer domain and sub domain where problem is solved
- Proactively ensure the highest levels of systems availability
Additional Comments:1-2 yrs,Software/ hardware troubleshooting skills,Familiar with Windows OS/ Device drivers,Familiar with Desktop and Laptop hardware management.
Skills
Troubleshooting,Hardware,Computer
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
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