Dell Application Management Sr Analyst in George Town, Malaysia
DCS L2 Application Mgmt Sr Analyst (1 position; Grade Level: IF)
Sales Support L2 team is looking for new graduate or experience candidate who are always ready to take up new challenges, supporting one of the biggest E-Commerce site in the world which contributed 14B business to overall Dell revenue, as well as some massive offline sales tools that processing 50B revenue over the year across all regions. The team is looking for someone who has good technical and troubleshooting skill set and able to work under pressure and with minimal supervision. The team will also require to work very closely with L3 and Development teams as well as multiple cross functional teams in the effort to drive better stability and availability to the environment they support. Customer experience is always a key focus as well as building a winning team across the region.
As one of the lead within the team, candidate are expected to drive a small sub-team holding the responsibility to run a global initiative or a technical team to achieve a specific goal in a given timeframe.
Expected to be a SME for a numbers of class 1 application and leading a particular segment.
Provide technical support to customer/user incident and solving the user issue by providing a solution to the problem.
Work closely with L3/ Development through task and help driving the solution toward a defects or change request.
Involve in the Agile deployment cycle which shall routinely working on new releases, deployment as well as emergency change.
Rotation into Oncall role which are responsible to work on Monitoring turn over, escalated incident as well as perform 1st level triage on all new incident and assign to the relevant analyst within the shift.
Create, review and cleanup knowledge based articles which shall eventually equip L1 and Monitoring team with a better support document.
Patching and DR test would be a secondary responsibility.
Bch Degree in IT related background of studies with minimum of 3 years professional experience in IT
Preferably with a year of team lead position in IT Applications Support or IT Operations.
Strong leadership, communication & technical skills.
Candidate with good time management and prioritization skill.
Ability to self-motivated and work in an environment that focus in rapid services delivery and customer satisfaction.
Excellent experience in incident management and service delivery with track record of delivering good results.
Experience working with global counter parts/customers and the ability to manage cross functional relationships in global environment will be an added advantage.
Business knowledge in DCS space will be an added advantage.
Application knowledge on the app like Gii and Config would be an added advantage.
Some substantial knowledge in troubleshooting tools like OPnet TTW, OPnet ARX, Splunk & SquaredUp will be an added advantage.
ITIL Foundation v3 Certified.