JOB PROFILE

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.

Requirements

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