System Analyst (Night)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Posted Thursday 23 January 2025 at 16 : 00 | Expires Friday 21 February 2025 at 15 : 59

DUTIES & RESPONSIBILITIES :

• Monitor and resolve production problems
• Day shift – 7 day rotation schedule includes weekends and holidays
• Complete production tickets when a current ticket does not exist
• Troubleshoot problems to determine severity and priority
• Resolve problem or escalate to the resolution person / group
• Handoff information to resolution party
• Maintain communications with resolution party until problem is resolved or a workaround is put in place
• Track (document) problem through resolution
• If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future
• Identify and document fixes that require program changes and / or procedure changes
• Work with other groups / departments to assist in creating permanent resolution / fixes
• Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness
• Monitor production systems using HP OpenView and other applications and respond accordingly
• Create and / or maintain operations process / procedure and problem resolution documentation as required
• Assist other Operations Engineers, as needed

KNOWLEDGE, SKILLS & ABILITIES REQUIRED :

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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