Job Description

As a System Administrator, you should be able to handle first point escalation for all technical and process issues. Provide technical subject matter expertise wherever required. You will be responsible to support business solutions & services in account on-boarding and service delivery support. This role will also responsible in supporting service launch and release management support in the region & Operating Companies. The ideal candidate should possess sound knowledge on Microsoft Products, data analytics and/or other business products and solutions, be resourceful and be able to work in a team and independently.

1. New Deal On-boarding (account setup and implementation Support)

• New deal setup in system based on customer contract requirement – SLAs, business support hours, holiday schedules, meter subscription and others
• Asset registration in system – Validate asset information collected and register asset records.
• Creation of customer accounts to access customer portal
• Subscribe new report from Report server for new account
• Support account UAT activities based on Service Transition Manager arrangement with client
• Validate user requests for Global account and submit to XC/Japan
• Support general inquiries from Opco on setup information required and how to fill up forms for new account, assets and etc

2. Service Delivery & Level 2 Support

• Asset management – MACD handling & processing
• Meter validation - end of month meter validation and Manual Meter Read (MMR) report generation for Opco to collect manual meter for devices which are not communicating
• Manual meter import and billing meter creation in XSM for non-comm and non-networked devices
• Report generation/management - billing meter report, service reports, report subscription and schedule setup
• 1st/2nd level support for CSC, regional STM, SDM and OpCo operation team (proactive alert issues, SLA root cause analysis, report issues, billing meter issues, tools monitoring, etc)
• User account administration - Customer portal and user account management

3. Service Launch and Release Management Support:

• Conduct/participate on UAT (User Acceptance Test) and/or system test for the support service offering
• Analyze & summarize test results and upload relevant test files to the project repository
• Develop user instruction and/or user guides
• Train region & OpCo stakeholders on low to medium complexity functions, features & processes
• Process development – as part of service readiness activity, develop and test medium complexity service delivery & operation processes.
• Participate on monthly and bi-yearly technology release management activities

4. Others

• OpCo support – provide SME and level 2 support to OpCo counterparts
• Documentation – ensure ISMS compliance and documentation of relevant work activities described above.
• Continuous improvement – contribute/drive continuous improvement within the work area/scope
• Prioritize work and activities assigned to ensure objectives and timelines are met.
• Work on other assignments/tasks assigned by reporting manager