About Our Client:

A large Australian Telecommunications company, which is based in Mid Valley, Kuala Lumpur.

Position Summary:

The primary function of this role is to provide 2nd level support to internal business units for all escalations and priority completion of Production Orders alongside analysis for all escalated issues to determine their root causes. This requires a detailed level of investigation for all reported incidents and to decide whether they warrant further investigations and fixes by 3rd level support. The work is performed under the supervision of a Technical Application Support Lead.

Duties & Responsibilities:

·      Provide technical application support to incidents reported by internal business units.

·      Priorities include:

o  Resumption of service

o  Order continuity

o  Deep level investigation of the incidents

·      Release temporary fixes to affected orders that may require SQL scripts, SOAP requests and/or batch scripting.

·      Author wikis/confluence pages for known issues and workarounds.

·      Work closely with 3rd level support to understand the underlying issues and own the reported issues until closure and delivery.

·      Analyse the daily I-Progress Orders report to sift for new issues and proactively address them.

·      Identify new issues and log them to the known daily report classification list

·      May require occasional travel to Australia.

·      Other duties as outlined by the Development Manager and/or Technical Application Support Lead

Required Experiences:

·      Degree in Computer Science or recognized equivalent; with good experience in Telecommunication

·      Demonstrated successes in working with people in establishing goals and objectives

·      Strong communication and collaboration skills

·      Strong experiences in providing technical application support

·      Ability to perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.

·      Demonstrate integrity, ingenuity and innovation in the performance of assigned tasks.

·      Ability to easily adapt to and learn new technologies.

·      Perform duties and responsibilities independently.

·      Perform duties and responsibilities independently.

·      Proficient knowledge of database structure, SQL scripts, Service Oriented Architecture and web programming.

Technical Qualifications:

·      Data Access, Web-based mechanism 

o  SQL/Java/XML/Oracle/UNIX/Apache – required skills

o  SOAP – preferred