Gsco Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia IPC Information Systems (Malaysia) Sdn Bhd Full time

Responsibilities:

  • Open/Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle.
- ÂEnsure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.

  • Log all troubleshooting steps and statistics in the IPC ticketing system.
  • Engage with Tier 2 & additional parties as required in a timely manner for additional investigation of complex incidents/problems when appropriate.
  • Escalate incidents following a defined escalation process.
  • Work with telecommunications and service provider's technical teams globally to ensure timely fault resolution, escalating within our providers when necessary.
  • Monitor network performance across a variety of platforms and proactively manage related event notifications.
  • Liaise closely with Tier 2/3 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
  • Input into new process and procedures as and when required.
  • Assist leader in the team development/selfdevelopment transfer of technical knowledge.
  • Identify areas for improvement and communicate these clearly and professionally to the management team.

Job Requirements:

  • Client service professional with proven IT Service Desk experience (minimum 3+ years) in the Information &
Communications Technology (ICT) environment.

  • Commitment to service excellence with the ability to work in a fastpaced, multitasking, team environment with
strong attention to detail and follow through required.

  • Cisco qualification (CCNP or CCNA Minimum), or other relevant industry standard certification.
  • Good understanding of network environments & first level handson experience working on Cisco routing and
switching technologies.

  • Experience with first or second level troubleshooting of circuit status, routing changes. Basic understanding of
protocols like BGP/OSPF/ISIS/MPLS will be an advantage.

  • Solid Experience with IT Infrastructure technologies and VoIP Telephony.
  • Ability to work as an individual contributor and team player, responsibilities require close interaction with
colleagues, service provider's and client's in a support role when complex issues arise.

  • Working knowledge of industry standard ITSM ticketing tools including Remedy, Service Now etc.
  • Working knowledge of industry standard proactive alarm monitoring tools such as Netcool or experience with
alternate monitoring platforms.

  • Excellent oral and written communications skills (English) and the ability to communicate effectively across a
diverse multicultural and global environment.

  • Strong work ethic with an energetic, influential, and diplomatic work style.
  • Selfstarter with a 'can do attitude', keen to learn and grow in an international Client support environment.
  • Ability to provide shift cover as part of the GSOC team roster which will include weekends and public holidays.
(Note:
Shifts are following the sun not 24x7)

  • Must be able to converse fluently in Japanese language
  • Bachelor's Degree or equivalent tenure of providing technical support work experience.
  • Experience in 'translating' technical information into business appropriate language for the client.
  • ITIL V3, V4 certification.
- ÂStrong technical acumen with ability and desire to learn.

  • Knowledge of global financial markets.
  • Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
  • SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies.
  • Experience with supporting financial trading floors & brokerages.

  • Gsco Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia IPC Information Systems (Malaysia) Sdn Bhd Full time

    **Responsibilities**: - Open/Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle. - ÂEnsure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures. - Log all troubleshooting steps and statistics in the IPC ticketing system. - Engage with Tier 2 & additional...