Perform test execution, accurately record results, evidence, and defects, and support overall validation of system changes.
Preferably an undergraduate in the penultimate or final year of a Computer Science, Information Technology, Software Engineering, Data Analytics, Business IT, or related program
Must be proficient in both written and spoken English
...
Manage and ensure all incidents, service requests, issues, and assigned tasks related to Application Technology Support are tracked, followed up, and resolved within agreed Service Level Agreements (SLAs).
Act as Level 2 Application Support, serving as an escalation point for cases raised by IT Assist, COE teams, application vendors, and other Level 1 support teams.
Increase the percentage of issues resolved at Level 2 through effective troubleshooting, root cause analysis, and resolution before escalation to Level 3 support or external vendors.
...
Assist in ensuring solutions are suitable for production through adherence to governance, policy, and best practices.
Analyze system performance data (uptime, incidents, and ticket volume) to identify trends, forecast demand, and provide insights for capacity planning and monitoring improvements.
Apply GenAI to develop and document prompt strategies for analysis, ensuring knowledge transfer to BAU for ongoing use.
...
Seeking feedback and guidance from your manager and team to continuously improve your skills and performance.
You are currently pursuing a bachelor’s degree in engineering, specializing in Electrical, Electronics, Mechanical, Mechatronics, Computer Science, Industrial Engineering or related fields.
Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
...
Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
...
Analyse and identify key risks and develop appropriate review programmes and tests for superior’s review and approval
Conduct preliminary assessment of reviewable areas, interview appropriate personnel, determine data requirement; accumulate, verify and analyse data, observe actual practices and evaluate operational function
To perform analysis using CAATs such as ACL etc
...