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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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