Job Description

Handle complex incident management

Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes

Coordinate with internal teams and external vendors to manage service requests, incidents, problems and ensure adherence to SLAs

Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes

Develop and maintain operational procedures to enhance efficiency and minimize service disruptions

Collaborate with technical teams to address product-related service issues and recommend improvements

Conduct root cause analysis for recurring incidents and work with problem management or expert service improvement on findings root cause to implement solutions

Ensure documentation is up to date for all operational processes, incidents, and service management workflows

Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency

When/where required, be contactable for escalations and support, on and on-call standby basis during out of office hours.

Deploy Changes as and when needed or based on business requirement

Educational Background

Degree or equivalent in Computer Science

Qualifications

Electronic Engineering or equivalent Telecommunications in-country degree qualification

Recognized industry certifications such as RHCSA/RHCE, MongoDB

ITIL v4 Foundation Certificate

Minimum 3-5 years' experience in application/system support domain. Must have dealt directly with external customers delivering to SLAs.

Operating System: RHEL 7/8

Database: MongoDB

Job Type: Full-time

Pay: RM8,000.00 - RM14,000.00 per month