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IT Analyst, Technology Solutions

Hybrid
  • KL Eco City, Wilayah Persekutuan Kuala Lumpur, Malaysia
KCS

Job description

Job Description:

Request, Incident & Problem Management

  • Analyze, troubleshoot, and resolve incidents and support queries raised by business users
  • First point of contact (L1.5 and L2) for any incidents, request, and support queries
  • Ensure tickets (both internal and vendor tickets) are updated with correct details
  • For tickets which needs to be escalated to vendors, monitor, and promptly follow up with vendor for end-to-end ticket closure. Ensure prompt communications with users for incidents and queries updates
  • Complete root cause analysis, update Process Design Documentations and RCA Report

Service Management

  • SLA management and reporting
  • Perform routine review of the Services/RPA/Interfaces and ensure it is running successfully
  • Support application upgrades/releases and patching activities
  • Perform configuration changes
  • Support maintenance activities such as arranging for downtime, resumption, and update stakeholders on the status
  • Support Testing activities (e.g. perform IT testing, prepare test scripts, coordinate with stakeholders, and track the progress)
  • Perform routine health check of the applications
  • VA issue list tracking and remediation efforts
  • Update documentations and knowledge portal. Update specifications and SOPs as needed


Job requirements

  • Bachelor’s Degree in Information Technology or equivalent

  • Min 3-5 years of Support Delivery Experience (preferably in Maritime)

  • Knowledge and Certification of Best Practices of Support Delivery – e.g., ITSM, ITIL

  • Strong understanding of IT Service Delivery Process

  • Strong problem-solving skills & accountability - able to have empathy to understand and own the root cause of the user problems

  • Strong communication skills – able to converse in English and able to articulate and escalate issue, solutions, and service delivery status

  • Knowledge of SQL and basic scripting preferred

  • Self-motivated and independent while being able to work in a team set up

  • Flexible to work after office hours for support activities if required

  • Growth mindset - curious, willing to learn new things and take up new challenges

  • Automation mindset to propose solution to automate routine support work

  • Cloud & SaaS applications knowledge

  • Virtual collaboration experience is required

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