Shift Leader

4 days ago


Bangsar South, Malaysia Tentacle Infotech Full time

**Shift Leader - L1 SMC Monitoring**

▶ **Shift Leader’s Core Responsibilities**:

- Oversee all activities in L1 SMC Monitoring team during the shift.
- Properly arrange staff duty roster, scheduler encompassing breaks, holiday, medical leaves, emergency leaves, etc to ensure sufficient support to perform the L1 SMC Monitoring and troubleshooting.
- Assist and guide L1 SMC team in handling 1st Level troubleshooting and escalations.
- Ensure L1 Event Monitoring support operates in an orderly manner.
- Ensure properly handover of outstanding incidents from previous shifts as well as proper handover of the same to the next shift.
- Guide and advise L1 team on daily tasks and escalations
- Assist or participate in any activities that been assigned by SMC Lead in related to L1 SMC Monitoring team.
- Take responsibilities to perform Service Request/Change Request that raised by System or Application’s team.
- Act as Incident Coordinator and closely work with Incident Manager on major incident and potential major incident tickets
- Work with System and Applications team to prepare the 1st Level troubleshooting procedures (SOP) for L1 Monitoring support. Ensure proper Training and privileges provided to L1 Support before sign off.
- Prepare daily, weekly, monthly and adhoc report for management review.

▶ **Other-Responsibilities (Requires as standby when there is resource constraint addressed)**:

- Perform L1 SMC monitoring for System (Linux/Windows/Weblogic/Database/Storage/Network) or Application’s production servers.
- Perform first level troubleshooting for the required System or Applications to ensure the incident is resolved.
- Assign Incident Ticket to L2/L3/L4 relevant support when Level 1 troubleshooting is failed.
- Resolve/Close the Incident ticket by updating the relevant information upon successful troubleshooting.

▶ **Requirements**:

- Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
- **3-4 years of experience in IT management or data centre operations management;**:

- Experience in tools used for System and Application monitoring (e.g. Solarwinds, Sitescope, Whatsup Gold, ScienceLogic, Serena ITSM, Quest Foglight, Dynatrace, NagiosXI, BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.
- Experience in System (Linux/Windows/Weblogic/Database/Storage/Network) will be an added advantage.
- Good understanding and with passion to learn broad knowledge on IT infrastructure management, network, operation systems and databases.
- Good problem-solving skills, background analytics, a team leader attitude and focus on excellent customer service/support.
- Driven and able to multi-task, strong time management skills and strong team player.
- Required Language(s): English, Cantonese, Mandarin
- Willing to work on shift rotations and standby.

Pay: RM11,000.00 - RM12,500.00 per month

**Experience**:

- Linux/Windows/WebLogic/Database/Storage/Network: 2 years (preferred)
- NagiosXI, BMC Patrol (TrueSight): 1 year (preferred)
- IT operations, data center management: 2 years (required)
- SolarWinds, Sitescope, WhatsUp Gold,: 1 year (preferred)
- ScienceLogic, Serena ITSM, Quest Foglight, Dynatrace : 2 years (preferred)

**Language**:

- Mandarin (required)

Work Location: In person


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