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GSOC Analyst

GSOC Analyst

IPC SystemsKuala Lumpur, Kuala Lumpur, Malaysia
2 days ago
Job description

Overview

IPC Systems Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

GSOC Analyst

IPC Systems Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients\' success.

Job Responsibilities

  • Provide support for first line diagnostics and Tier 1.5 troubleshooting and enhanced technical support to IPC clients via various communication channels, including but not limited to : telephone, email or web.
  • Open / Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle.
  • Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.
  • Log all troubleshooting steps and statistics in the IPC ticketing system.
  • Engage with Tier 2 & additional parties as required in a timely manner for additional investigation of complex incidents / problems when appropriate.
  • Escalate incidents following a defined escalation process.
  • Work with telecommunications and service providers technical teams globally to ensure timely fault resolution, escalating within our providers when necessary.
  • Monitor network performance across a variety of platforms and proactively manage related event notifications.
  • Liaise closely with Tier 2 / 3 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
  • Input into new process and procedures as and when required.
  • Assist leader in the team development / self-development - transfer of technical knowledge.
  • Identify areas for improvement and communicate these clearly and professionally to the management team.

Job Requirements

  • Client service professional with proven Service Desk experience (minimum 2 years).
  • Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
  • Cisco qualification (CCNA or better), or other relevant industry standard certification.
  • Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
  • Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.
  • Varied exposure to Internet technologies and platforms.
  • Networking fundamentals knowledge LAN / WAN, Routing, Switching etc.
  • Knowledge of Trading and Compliance Platforms
  • Working knowledge of industry standard ticketing tools including Remedy, Service Now etc.
  • Working knowledge of industry standard proactive alarm monitoring tools such as Netcool, Nagios, Envison+, VOIP monitor, Splunk or experience with alternate monitoring platforms
  • Excellent oral and written communications skills (English).
  • Strong work ethic and an energetic, influential, and diplomatic work style.
  • Ability to provide shift cover as part of the GSOC team roster and which will include weekends and public holidays.
  • Bachelor\’s Degree or equivalent work experience.
  • Experience in ‘translating’ technical information into business appropriate language.
  • Strong technical acumen with ability to learn and be able to provide immediate solutions
  • Knowledge of global financial markets and market data products.
  • Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
  • Working knowledge of Business Objects or similar reporting tool.
  • Bi / Multi-lingual. (Asian regional languages preferred)

    • Seniority level

  • Associate

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • Telecommunications

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    Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia