Job Description

job Description

Proactively monitors the work queues.

Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.

Update tickets with resolution tasks performed

Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution

Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Communicate with other teams and clients for extending support

Execute changes with clear identification of risks and mitigation plans to be captured into the change record

Follow the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift

Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management

Work with automation teams for effort optimization and automating routine tasks

Coach Service Desk and L1 teams for technical and behavioral skills

Establish monitoring for client infrastructure

Identify problems and errors before they impact a client\'s service

Lead and manage all initial client escalation for operational issues.

Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals

Plan and execute approved maintenance activities

Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.

Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

Knowledge, Skills, and Attributes:

Ability to communicate and work across different cultures and social groups

Ability to plan activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurized environment

Ability to work hard and put in longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications:

Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Advantageous Certifications:

Up to date and relevant ITIL certification

At least one mid-Level certification relevant to CoE - Ex - CCNP for networks

Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)

Juniper Certifications

Cisco Certified Network Associate - Data Center (CCNA-DC)

Cisco Certified Network Associate - Video (CCNA-VID)

Cisco Certified Network Associate - Voice (CCNA-V)

Any of the above certifications is a plus.
Required Experience:
Moderate years of relevant managed services experience
Moderate level knowledge in ticketing tools preferably ITSM

Should have knowledge working in Palo Alto Firewall or Check Point Firewall.

Ref ID: 45150

Location:

Singapore, 01, SG, 0

Business Unit: Lenovo PCCW Solutions

Full Time/ Part Time: Full Time

Job Function: Technical

Featured Job Category::

PCCW