- Facilitate all software modifications and upgrades as part of the software maintenance to upkeep smooth operations of the system.
- Prepare and review SUCOs / SARs (Access request approval) before obtaining approval from customer
- Reports to O&M Manager & Assistant Manager.
- Deliver service and support to the O&M Team when requested.
- Attend to and manage all software or hardware related errors.
- Work closely with System Administrator to resolve software and hardware related issues.
- Diagnose and resolve technical hardware and software issues involving BHS Application, network connectivity and more.
- Gather information and determine the issue by evaluating, analyzing and isolating the details/symptoms.
- Follow standard processes and procedures.
- Identify and escalate priority issues.
- Redirect problems to appropriate resource.
- Reviews all system occurrences to prevent recurrence.
- Coordinate and follow up with Hotline on all reported cases and communicate to the customer where necessary.
- Interact with the customer to provide and process information in response to inquiries, concerns, and requests about products and services.
- Provide guidance and training to CC room staff on all software related matters.
- Carry out training to staff and conduct practical test during off peak period.
- Coordinate with local equipment supplier/vendors (system related).
- Perform periodically review of system logs, operations report and follow up on action plans.
- Review monthly operations statistics together with the Manager.
- Provide monthly system performance analysis and generate required reports for stakeholders
- Develop and maintain installation and configuration procedures where necessary.
- Maintain operational, configuration, or other procedures where necessary.
- Schedule & deploy firmware updates & patches for equipment (Servers and Network devices) with vendors.
- Stay current with system information, changes, and updates.
