Dell Analyst, IT Service Ops (17000T5C) in George Town, Malaysia

Analyst, IT Service Ops (17000T5C)

Job ID R00655

Date posted 10/12/2017

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Analyst, IT Service Ops - Penang, Malaysia

Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.

Dell IT GSD L2 support team is looking for Application Management Analyst role for its IT Service Operations team who will primarily focusing on maintenance and support of GSD segment, which supports mainly on internal DELL IT applications. We are looking for a well-qualified support person to help resolve issues for our internal customers.

General Responsibilities - Provide application support and resolve IT issues detected by monitoring systems or business partners within service level agreement (SLA). - Work with development teams and shared services teams through task tickets within stated Operational level agreement (OLA). - Communicate resolution activities and escalations appropriately to the business partners. - Document the incidents learning into the global knowledge database tool for sharing and references. - Collaborate with cross functional teams to identify recurring issues, KB enhancements, SLA improvement and etc. - Manages multiple assignments and initiatives in addition to Incident Management work


Essential Requirements: - University level degree or higher in IT any discipline. - Possess 2-4 years experience in software applications support or development. - Clear understanding of ITIL concepts - Incident Management experience necessary - Infrastructure knowledge is an added advantage. - Strong interpersonal and fluency (written and spoken) in English. - Strong team player with ability to work in a team and as individual contributor. - Good analytical and problem solving skills to analyze ambiguous problems as well as recommend remediation or preventive measures. - Willing to work on-call, on-site and multiple shifts in a 24 x 7 environment. - Able to work with minimum supervision.

Desirable Requirements - Experience in current and emerging technologies and standards i.e. Oracle SQL&PL/SQL, Microsoft ASP/VB, Microsoft .Net, Weblogic, Java. - Strong knowledge in Windows and Linux operating systems. - ITIL V3 Foundation certification

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