Dell Sr Analyst, IT Service Ops (Middleware) in George Town, Malaysia

Principal Accountabilities

  • Supporting the global Dell business users primarily on Manufacturing, Finance, Sales, Marketing & Services applications and other segments across the world.

  • Provide operations support and Change Management for Business to Business (B2B) and Middleware Enterprise solutions at Dell.

  • Provide support mainly on Incident Management, with involvement on Change Management and Problem Management

  • Resolve issue that had been logged through Helpdesk and ensure resolution will meet the SLA.

  • Willing to work on-call, on-site & multiple shifts in a 24 X 7 environment.

  • Schedule to support the applications and project deployment on weekends, or when required.

  • Application Support and maintenance to meet required service level agreement.

  • Responsible to provide application functionality that meet the business requirements.

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

  • Responsible in the planning and performance of system maintenance

  • Responsible in the update of support documentation

  • Responsible in analyzing and leading re-occurring problems.

  • Leading initiatives for the team.

  • Proposes and implements systems enhancements that will improve the reliability and performance of the system.

  • The ideal candidate must be able to quickly adapt and change direction, often managing multiple requests at the same

  • time

  • Communicates with all stakeholders (customers, development teams, end users, etc.) to address system issues.

Technical -> Business Acumen

  • Expanding knowledge of related disciplinary areas.

  • Broad knowledge within own specialty discipline.

  • Deep specialized knowledge in specific aspects of discipline.

  • Enhances own knowledge through understanding business trends and objectives.

  • Understands and foresees implications of decisions.

  • Knowledge of industry and business principles.

  • Develops and applies project management techniques.

Problem Solving

  • Applies analytical skills to evaluate and interpret complex situations/ problems using multiple sources of information.

  • Qualitative information

  • Quantitative research

  • Trend data

  • Presents problem analysis and recommended solutions in a creative and logical manner.

  • Creates new procedures and processes to drive desired results.

  • Handles diverse range of issues that require evaluation of a variety of factors including current business trends.

  • Develops skills to analyse ambiguous problems.

  • Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels.

  • Direction

  • Works with minimal direction.

  • Work is guided by operational and project objectives.- Manages multiple assignments and processes.

  • Independently determines approach to project.

  • Anticipates and prevents potential problems.

  • Independently develops solutions that are thorough, practical, and consistent with functional or customer objectives.

  • May be responsible for specific programs, customers and/or projects.

  • May provide technical guidance or influence the work of others.

  • Updates management on project/activity status.

Communication

  • Contributes to area by ensuring quality of tasks/services provided by self and others.

  • Extends capabilities by working closely with senior staff/experts within and outside the internal organization.

  • Provides process and policy advice.- Explains assumptions and methodologies.

  • Articulates pros and cons of an action in a clear manner.

  • Simplifies difficult concepts for non-technical users.

  • Regularly interacts with colleagues or customers generally up to senior level management.

Requirements:

  • Bachelor's Degree in IT or related field

  • Possess 3-5 years’ experience in applications support and/or development

  • Experienced in current and emerging technology and standards such as Oracle Weblogic, SOA/OSB,

  • Tomcat, Linux [experience is a must], Goldengate, MQ and Java

  • Knowledge of EDI, A2A, B2B, EAI, XML, web services

  • IT Infrastructure knowledge

  • Good analytical, problem solving, negotiation and organizational skills

  • Strong interpersonal skills, very good command of English and excellent communications are mandatory

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

  • Able to work with minimum supervision

  • Manage Oracle Service Requests (SR's) to resolution effectively.

  • Excellent written and verbal communication skills (English language)

  • Successful track record and demonstrated experience in a leadership role in a highly diverse, global organization.

  • Excellent troubleshooting and customer service skills

  • Ability to remain calm and think clearly in crisis situations

  • Ability to react quickly and take appropriate action under pressure

  • Must be able to coordinate activities and drive cross functional teams toward issue resolution

  • Analytical problem solving skills

  • Strong attention to detail and accuracy

  • Professional maturity and excellent business acumen

  • Multi-tasking, organization, and planning skills

  • Conflict management and resolution skills