Dell Advisor, IT Application Mgmt in BAYAN LEPAS, Malaysia

As part of the Global 24x7 Tools L2 Operation team member, the successful candidate will be part of the 24x7 IT Support team to monitor, troubleshoot and drive continual improvement initiatives for Tools L2 team. This team will champion the cause for customer experience and responsible to ensure 99.9% application service availability to Dell customers and Dell team members globally.

  • Partner with other IT Operations support teams to conduct effective event analysis and quickly articulate business/user experience impact to enable quick prioritization of events for service restoration

  • Lead and Drive impact analysis process to timely and accurate closure through determined investigations, persistent follow up, and effective collaboration with subject matter experts and vendors.

  • Document, classify, prioritize, and report upon monitoring events.

  • Ensure analysis results are compliant with expectation/standards with appropriate cadence and prioritization within a large, complex IT environment

  • Build a strong relationship with Level 3 Development and Engineering teams to drive close loop corrective actions

  • Present updates, findings and key performance indicators to management

  • Collaborate with global team members at different timezones

  • More than 8 years of experience in IT support roles

  • Preferably candidates with experience of system management, automation, monitoring application

  • Good foundation with fundamental IT technologies (eg. Windows, Linux, Network, Storage, Middleware) and Microsoft .Net framework

  • Positive attitude, Logical thinker with good analytical and problem solving skills.

  • Passion for continuous improvement and quality outcomes.

  • Excellent written and verbal communication skills possessing the ability to translate complex concepts into simplified and coherent explanations.

  • Experience with Service Management tool suites (ServiceNow a plus)

  • B.S. in Computer Science, Information Technology, or relevant experience.

Organization: IT

Title: Advisor, IT Application Mgmt

Location: AP-MY-Penang-Bayan Lepas

Requisition ID: 17000R8V