Dell Analyst, Application Management in Bayan Lepas, Malaysia

Responsibility:

  • Resolve IT issues submitted by end users within Service Level Agreement (SLA).

  • Work with Level 2 team to resolve the issues within stated Operation Level Agreement (OLA).

  • Document the incidents learning into the global knowledge database tool for sharing and references

  • Flexibility in working hours, including night shift.

  • Support application on weekends when required.

  • Perform application support and maintenance to meet required service level agreement.

  • Work closely with IT partners for timely fix or enhancements and manage product quality with proper tracking.

  • Perform data analysis of recurring IT issues and develop stability improvement plan.

  • Work with Level 2 teams to identify recurring issues, knowledge based articles enhancement, improve Service Level Agreement (SLA) etc.

Capability :

  • University level degree in Information Technology.

  • Possess a 1-2 years of experience in software support.

  • Experienced in current and emerging technologies and standards i.e. Oracle SQL&PL/SQL, Microsoft .Net, Weblogic/Java. Infrastructure knowledge is an added advantage

  • Programming knowledge and experience is an added advantage..

  • Strong interpersonal and fluency (written and spoken) in English.

  • Strong team player with ability to work in a team and as individual contributor.

  • Able to work on a shift rotation.

  • Strong team player with ability to work in a team and as individual contributor.

  • Good analytical, problem solving, negotiation and organizational skills.

  • Experience in Stakeholder Management & escalation management will be added advantage.

  • Able to work with minimum supervision.