Job Description

Senior IT Service Operations Analyst

Driving human progress is not just about providing cutting-edge technology \xe2\x80\x93 it\xe2\x80\x99s also about maintaining and supporting it. Our IT Service Operations team provides holistic support and proactive monitoring to maintain the overall health of IT applications, tools and infrastructure in complex global businesses. We are subject matter experts in hardware, data and software, security, information access, system performance and data integrity. We also work in partnership with other IT functions and departments to recommend process improvements and resolve system outages.

Join us to do the best work of your career and make a profound social impact as a Senior IT Service Operations Analyst on our IT Service Operations Team in Cyberjaya.

What you\xe2\x80\x99ll achieve
As a Senior IT Service Operations Analyst, you will provide remote first level support for internal technical issues in complex and business-critical environments. You will liaise with cross-functional teams to deliver timely solutions with exceptional customer service.

You will:

Provide Voice operation support for Global Voice Infrastructure, PABX, Inbound & Outbound call issues, TFN, Avaya PodFx, Sonus SBC, SIP trunk and AAFD

Monitor, Troubleshoot and resolve Network User and Monitoring Incident within SLA. Provide troubleshooting, engage next level support team, Infra/application support team, Global ISP, and Avaya Vendor. Implement change and Work Order Requests raised by users

Maintain system availability by using Prognosis, Splunk and other Monitoring tool and resolve issues quickly.

Participate in Major Incident Management call for P1/P2 Incidents and able to communicate the issues clearly. Join interlock call with Product team and collaborate on automation and other initiatives.

Prepare Trend analysis report of critical device failure list and drive resolution. Able to work in a fast-paced environment and keep updated with technology. Prepare/update process documents and knowledge base articles. Provide training to junior team members on network technology updates and new skills

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here\xe2\x80\x99s what we are looking for with this role:

Essential Requirements

Min 5 years of related experience with technical aptitude

Must be able to work in rotation shift (24x7 and 12 hour shift)

Avaya certification will be added advantage

Knowledge in IPT/VOIP, Avaya One X, AAFD, Avaya Communication manager, Avaya Pod Fx, and Prognosis will be added advantages.

Exceptional customer service, problem solving, and good English communication skills

Desirable Requirements

Bachelor\xe2\x80\x99s degree in Computer Science / IT or equivalent.

Extensive Telecom troubleshooting skill in complex environment, able to use all available monitoring tool and proactively resolve issues.

Who we are

We believe that each of us has the power to make an impact. That\xe2\x80\x99s why we put our team members at the center of everything we do. If you\xe2\x80\x99re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we\xe2\x80\x99re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy .

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