Associate Technical Support Analyst

  • Job Ref.No: 01146906
  • Budget:
  • Timeline: to be confirmed later
  • Closing on: 04/03/2020
  • Country: Singapore
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Job Description

Part-timers & Freelancers are Welcome to apply this Full time position
Chair and actively drive critical / major incident resolution to meet group MTTR objectives.
Document and communicate critical milestones / progress of ongoing incidents on a bridge call timely and accurately.
Accurately and promptly assess / solicit the impact, take ownership and drive incidents to resolution as dictated by the impact and severity of the problem.
Responsible for the internal and external communication of issues to users, other internal support groups and the customers via pages, email broadcasts or phone.
Correlate critical alerts on monitoring platform with actual system outages.
Follow documented operations processes and work with appropriate groups to administer and maintain these policies to ensure standard approach is adopted during escalation or when implementing system changes.
Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software.
Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team.
This includes evaluating of products and influencing decision of purchase or outcome.

Collaborates with the project team, internal partners, external client, and third parties to ensure the successful delivery of the workforce management system and its integration.
Resolve incidents promptly without escalation.
Constantly follow-up on all open incidents and problem tickets to meet group objectives.
Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
Provide routine L1 system administration on multiple server platforms (Windows, Unix / Linux, Solaris).
Propose process / procedure improvements to better the department and services provided.
Offer effective / sound recommendations to address repetitive issues.
Job Requirement
Minimum of 6 months of work experience or a Bachelor's Degree
Bachelor's degree in IT, Computer Science or a related discipline.
Preferred Qualifications

2 or more years of work experience
Bachelor's degree in IT, Computer Science or a related discipline.
Excellent understanding and hands on experience with Open Systems platforms (Windows & Unix / Linux, Solaris, SQL).
Good understanding of networking principles.
Possesses Information Technology Infrastructure Library (ITIL) Foundation v3 Certificate or higher certification is a plus.
Experience in supporting website and mobile applications.
Knowledge of web services standards and related technologies (XML, SOAP, REST) is a plus.
Possesses scripting / programming knowledge or 1+ years of experience in either of the following : Java, Spring, Oracle, and other programming languages.
Knowledge in writing and reviewing technical documentation / tutorials for quality service desk setup so as to ensure L1 and L2 team performs all the agreed ITIL processes.
Review and approve new procedures and prepare training material for the staff when required.
Meticulous, highly motivated and portray a sound business ethic.
Excellent verbal and written communication skills.
Has strong reporting, documentation and presentation skills.
Able to effectively communicate at a staff level and senior management level.
Experience in managing / running high visibility technical bridge calls with real-time impact to business, crafting and sending communications to business stakeholders.
Manage serious outages in production by interfacing between business, developers, infrastructure teams and management.
Must be able to multitask and prioritize work.
Must have an analytical mind - be able to analyze situations and offer solution to common problems.
Able to work on own initiative and independently.
Open to work 12 hour shift schedule.
This is a 24 / 7 operational department where you will be required to work weekends and over the holiday periods.

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