Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization.
Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests.
Ensures all relevant documents related to the tickets / requests are maintained, including the client’s information.
...
Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
Provide a high level of professionalism and competent customer service
...
untuk membantu mengekalkan dokumentasi prosedur pentadbiran sistem dengan merujuk kepada itil
untuk membantu dalam menentukan komunikasi peristiwa sistem dan rangkaian dan analisis punca selepas penyelesaian
untuk membantu mendiagnosis dan menyelesaikan kegagalan pelayan, os, rangkaian dan lain-lain serta melibatkan pakar dalaman dan vendor di kawasan masing-masing seperti yang diperlukan
...
untuk membantu mengekalkan dokumentasi prosedur pentadbiran sistem dengan merujuk kepada itil
untuk membantu dalam menentukan komunikasi peristiwa sistem dan rangkaian dan analisis punca selepas penyelesaian
untuk membantu mendiagnosis dan menyelesaikan kegagalan pelayan, os, rangkaian dan lain-lain serta melibatkan pakar dalaman dan vendor di kawasan masing-masing seperti yang diperlukan
...
Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve
Provide primary operational support and engineering for multiple large distributed software applications
Lead and assist in implementing SRE best practices in the team and collaborations with other teams
...
Ability to work in a 24/7 operations environment, including shift rotations, with attention to detail and adherence to incident, change and escalation procedures.
Good written and verbal communication skills in English, with the ability to create accurate incident reports and operational documentation.
Certifications such as CompTIA A+, Network+, ITIL Foundation or similar credentials are an advantage.
...
Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve
Provide primary operational support and engineering for multiple large distributed software applications
Lead and assist in implementing SRE best practices in the team and collaborations with other teams
...
Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve
Provide primary operational support and engineering for multiple large distributed software applications
Lead and assist in implementing SRE best practices in the team and collaborations with other teams
...