Client Technical Delivery Associate

12 hours ago


Kuala Lumpur, Malaysia Avensys Consulting Pte Ltd Full time

Role **:Client Technical Delivery Associate**
Location**:Malaysia Unit TA-16-1, Level 16, Tower A, Plaza 33. No.1, Jalan Kemajuan, Seksyen 13. 46200 Petaling Jaya Selangor Darul Ehsan, Malaysia
**Working Hours : Mon-Thurs : 6.30AM-4PM MYT, Fri : 6.30AM-3.30PM MYT to align with Australian Business Hours**

The Client Technical Associate is a client contact position responsible for technical advocacy for their assigned client base. They work in close collaboration with Regional Client Delivery Manager (CDMR) to service operational and tactical issues for the Client and Company delivery organizations by supporting their offshore peers with the management of delivery commitments. The role will work alone or as part of a team and must be able to deliver with limited direction and supervision

**KEY RESPONSIBILITIES**
- Drives outcomes for High Priority Incident escalations as required
- Reviews service usage and network performance information to identify trends and changes
- Reviews client incident and problem history, with a view to identifying solutions or mitigating actions for recurring issues
- Provides reports that identify risks, recommendations and opportunities for a client facing audience based on these Reviews
- Provides inputs and recommendations into capacity planning and technical design activities for managed components
- Provides inputs and recommendations into lifecycle management activities for managed hardware and software components; identifies End of Life (EOL) and maintenance concerns
- Provides recommendations to the client to support their technology road map, and to assist them in optimizing existing technology solutions
- Reviews project deliverables as required to maintain operational integrity
- Contributes to Service Improvement Plans to improve client sentiment as needed.
- Validates and contributes to Post Incident Report service improvements
- Drives the delivery of remedial actions and recommendations
- Identifies reporting solutions relevant to their supported clients
- Educates clients on usage and performance reporting tools
- Contributes to the education of Regional Client Delivery Managers, and growth of technical capability within their virtual team
- Contributes to the achievement of customer satisfaction and service excellence targets
- Manages customer escalations in response to technical concerns
- Actively participating in ICS wide initiatives and representing ICS in OE forums.
- Identifies opportunities for cost efficiency and productivity improvement
- Develops strong working relationships with all stakeholders within ICS and Company Enterprise to ensure Company achieves customer outcomes.
- Ensure frequent internal stakeholder engagements to communicate relevant customer information and provide an opportunity for collaboration within virtual teams.
- Identifies new customer business requirements through regular client interaction, leveraging Company innovation and creativity mapping requirements to potential sales or organic growth opportunities

**REQUIREMENTS**
- 4+ years of ICT Industry experience, with specialization in one or more of the following domains - Managed Networks, Cloud, Collaboration.
- Technical knowledge and experience with one of the above domains:

- Collaboration:

- Session Initiation Protocol (SIP)
- Microsoft Teams UC or Cisco UC mastery
- Cloud
- Public cloud AWS, Azure experience
- Managed Networks:

- Cisco Routers, switches and firewalls
- Juniper routers and firewalls
- WAN, LAN
- Vendor certifications, relevant to one of the above domains. This may include, but is not limited to:

- Collaboration:

- CCNA or CCNP equivalent
- MS-700 Managing Microsoft Teams
- Cloud
- Cloud Provider certificates
- Managed Networks:

- CCNA or CCNP Networks equivalent
- Understanding of ITIL and experience working in an ITIL environment
- Ability to develop & present technical matters to senior level management, and clients alike. Effective presentation and listening skills
- The ability to work and perform in a matrix organisation structure
- Significant and relevant business experience with multiple customers
- Ability to build & sustain strong customer relationships
- A track record in successfully achieving/exceeding operational goals
- Applies appropriate knowledge and methods to resolve complex business issues
- Strong verbal and written communication skills
- Strong Analytical and Problem solving skills

**Job Types**: Full-time, Permanent

Schedule:

- Day shift
- Early shift

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- ICT: 4 years (required)
- CCNA: 1 year (required)
- CCNP: 1 year (required)
- WAN: 1 year (required)
- LAN: 1 year (required)
- Cisco routers: 1 year (required)
- Firewall: 1 year (required)
- Azure: 1 year (required)
- AWS: 1 year (required)



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