As a Ops Support Executive, your responsibilities are to provide application support service for IT Application projects:
- Provide 1st level troubleshooting to customers.
- Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers.
- Able to do initial diagnostic, categorization, set priority, dispatch job.
- Able to support & coordinate with Level 2 Support teams in incident/problem investigation and resolution.
- Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.
- Man the incidents in Customer Connect
- Ensure timely case attention, resolution, escalation and closure, so that SLA is met.
- Ensure timely escalation of major and critical incidents.
- Ensure timely submission of daily and periodic statistics and reports.
- Ensure timely reporting of services outages or degradation and/ or batch failures
- Perform daily systems and applications health checks
- Perform testing on applications after Window/Server Patches
- Stationed at customer sites.
Requirement
- Educational Qualification: Minimally, Diploma level
- Work Experience: 1 years
- Need to possess basic knowledge of the systems to perform basic trouble-shooting (Training will be provided)
- Mandarin language is essential as candidate has to be in touch with the native mandarin speaking audience for the project
- Prefer Skill: Basic Computer knowledge of Microsoft excel, word, Solaris, Windows
- Security Clearance: CAT2
- Working Location: Customer location, Central
- Working on Shift: 12-hour shift work (work 2 days and off 2 days) including Weekends and Public Holidays
- Day Shift: 7 am to 7 pm
- Night Shift: 7 pm to 7 am
