Technical Operations Specialist

1 month ago

Kuala Lumpur, Malaysia Fujitsu Full time

**Key Responsibilities**:

- Technical Capability. Works within a team with little supervision as an established specialist. Has detailed knowledge in their area for example, systems, implementing technical changes, building software regimes, build evaluations, coaching and training of less experienced staff, infrastructure maintenance etc.
- Scheduling & Automation. Ensures workload is run successfully. Makes good use of automation to reduce risk of errors. Escalates issues as appropriate to meet service level agreements.
- Process. Demonstrates a clear understanding of technical support processes. Is able to utilize their technical knowledge to verify, validate and document the customer’s requirements and any changes to those requirements in a controlled manner. Is able to make ecommendations to customers for improvements to the service. Logs activities to provide the audit trail and raw data for statistical analysis, preparing and maintaining operational documentation to ensure that the team operates within defined guidelines and procedures
- Problem Solving. Deals with problems escalated by other team members. Has the ability to further develop their problem solving skills. Takes ownership for listening to and understanding more complex problems. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
- Team Working. Provides assistance and advice to others. Identifies and helps to address training needs in the team to support the team leader or manager. Trains and coaches less experienced employees. If the team is above a certain size this role may include some supervisory responsibilities.
- Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation resolve service delivery issues. Escalates issues as necessary to avoid any impact to the service provided. Strives to exceed customer expectations.
- Customer Relationship. Establishes working relationships with customers (may be internal and external) to deliver and enhance the service.
- Business Awareness. Has an understanding of the customer’s technical requirements. Is responsible for the successful delivery of all technical support activities within the agreed service levels. Recognizes and reports opportunities to the Team Manager and other relevant parties for additional business. Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.

**Qualifications**
- An understanding of the ITIL/ITSM processes with knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management and other ITSM stages.
- General knowledge and understanding of IT services and technical aspects of IT infrastructure.
- Good problem-solving skills
- Ability to communicate effectively with team members, customers, support teams and other organisational stakeholders.
- Ability to work across functional areas to drive continuous improvement.
- Ability to influence others at all levels of an organization with proven leadership skills.
- Focus on proactivity in your daily work.
- Fluent in English and Mandarin is required.

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