Available Positions in Kuala Lumpur


Position: L2 NOC Engineer
Work Location: Bukit Jalil
Employment Type: Contractual

Roles and Responsibilities

  • Receive, assess and perform initial diagnosis of Incidents from Level 1 support team.
  • Analyze, maintain and track the Incident Records received from Level 1 support team and any resolution actions taken to date.
  • Engage and collaborate with all stakeholders to understand the incidents and design the resolution.
  • Coordinate between Level 2 support team and other parties as required (e.g. Infrastructure Operations, client third Parties).
  • Resolve Incidents that do not require a code change (e.g.: Incident Restoration).
  • Analyze, design and recommend a temporary workaround solution while the incidents are being resolved permanently.
  • Prepare, analyze and communicate all the incident resolution processing.
  • Maintain and track the Incident Record.
  • Prioritize and assign complex incidents to Level 3 Support.
  • Escalate incidents in accordance with agreed processes.
  • Manage changes to application reference data including list of values and product information.
  • Date correction and clean-up of production data issues/incidents.
  • Be the owner of Level 2 Support for all of the incident and problem management processes.
  • Provides Level 2 Incident Management and Problem Management support.
  • Provide technical support as Level 2 System Engineer and coordinate fault escalations, together with the Level 1 engineers in providing high level technical management for high priority or technically complex calls.
  • Continuously follow up with client and manage technical escalation to ensure faults are rectified within agreed KPI.
  • Prepare and provide monthly tracking report for Problem Management tickets.
  • Collaborate with technical expertise such as TAC and client in performing System troubleshooting.
  • Track progress and updates for open TAC cases
  • Coordinate and supervise the Preventive Maintenance activity.
  • Provide System Assessment Audits and Improvement Plan to client.
  • Manage and maintain Development and Testing platform.
  • Work closely on client escalations and the reproduction of issues in the lab.
  • Track and analyze test results and work closely with the site development team to isolate and reproduce defects.
  • Deliver internal/external training and or knowledge transfer to client.


  • Degree in Information Technology/ Network or similar discipline or equivalent experience.
  • Minimum 4-5 years relevant experience.
  • Good knowledge of IT functions and processes.

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