Specialist - SMC Shift Leader
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Job Description
The Responsibilities of the Role:
- Oversee all activities in L1 SMC Monitoring team.
- Properly arrange staff duty roster, scheduler encompassing breaks, holiday, medical leaves, emergency leaves, etc to ensure sufficient support to perform the L1 SMC Monitoring and troubleshooting.
- Assist and guide L1 SMC team in handling 1st Level troubleshooting and escalations.
- Ensure L1 Event Monitoring support operates in an orderly manner.
- Ensure properly handover of outstanding incidents from the previous shift.
- Assist or participate in any activities that been assigned by Head of SMC in related to L1 SMC Monitoring team.
- Take responsibilities to perform Service Request/Change Request that raised by System or Application’s team.
- Work with System and Applications team to prepare the 1st Level troubleshooting procedures (SOP) for L1 Monitoring support. Ensure proper Training and privileges provided to L1 Support before sign off.
- Prepare daily, weekly, monthly and adhoc report for management review.
- Perform L1 SMC monitoring for System (Linux/Windows/Weblogic/Database/Storage/Network) or Application’s production servers.
- Perform first level troubleshooting for the required System or Applications to ensure the incident is resolved.
- Assign Incident Ticket to L2/L3/L4 relevant support when Level 1 troubleshooting is failed.
- Resolve/Close the Incident ticket by updating the relevant information upon successful troubleshooting.
Skill Requirements:
- Team leadership and shift management experience.
- Strong knowledge of monitoring tools: SolarWinds, Sitescope, WhatsUp Gold, ScienceLogic, NagiosXI, Dynatrace, BMC Patrol, IBM BigFix.
- Familiarity with ITSM tools: ServiceNow, Helix, Serena ITSM.
- Good understanding of Linux, Windows, WebLogic, Database, Storage, and Network systems.
- Experience in handling Service Requests and Change Requests.
- Strong analytical and problem-solving skills.
- Excellent command of spoken & written English, Cantonese is must
- Good multitasking and time management skills.
- Excellent communication and interpersonal skills.
- Proficient in MS Office and reporting tools.
- Willingness to work in 24x7 rotating shifts and be on standby when needed.
- Ability to train and mentor junior staff effectively.
- 3-4 years of experience in IT management or data centre operations management.
- Experience in tools used for System and Application monitoring (e.g. Solarwinds, Sitescope, Whatsup Gold, ScienceLogic, Serena ITSM, Quest Foglight, Dynatrace, NagiosXI, BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.
- Experience in System (Linux/Windows/Weblogic/Database/Storage/Network) will be an added advantage.
- Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
The Package :
- Attractive Salary (RM4,500 – RM5,000)
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Associate
Location :
- Bangsar South.
Employment Type :
- Full Time.