Dell Sr Analyst, IT Service Ops (Middleware) in George Town, Malaysia
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
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.
Applies analytical skills to evaluate and interpret complex situations/ problems using multiple sources of information.
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.
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.
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.
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