Facilitate all software modifications and upgrades as part of the software maintenance to upkeep smooth operations of the system.Prepare and review SU..
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.
