1 Opening
Bayan Lepas
Role description
Role Proficiency:
Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (Hierarchical or Lateral) to junior associates
Outcomes:
1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform analysis for driving incident reduction4) Escalate high priority incidents to customer and organization stakeholders for quicker resolution5) Contribute to planning and successful migration of platforms 6) Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution7) Provide inputs for root cause analysis after major incidents to define preventive and corrective actions
Measures of Outcomes:
1) SLA Adherence2) Time bound resolution of elevated tickets - OLA3) Manage ticket backlog timelines - OLA4) Adhere to defined process Number of NCs in internal/external Audits5) Number of KB articles created6) Number of incidents and change ticket handled 7) Number of elevated tickets resolved8) Number of successful change tickets9) % Completion of all mandatory training requirements
Outputs Expected:
Resolution:
Understand Priority and Severity based on ITIL practice
resolve trouble ticket within agreed resolution SLA
Execute change control tickets as documented in implementation plan
Troubleshooting:
Troubleshooting based on available information from previous tickets or consulting with seniors Participate in online knowledge forums reference.
Covert the new steps to KB article
Perform logical/analytical troubleshooting
Escalation/Elevation:
Escalate within organization/customer peer in case of resolution delay.
Understand OLA between delivery layers (L1
L2
L3 etc)
adhere to OLA.
Elevate to next level
work on elevated tickets from L1
Tickets Backlog/Resolution:
Follow up on tickets based on agreed timelines
manage ticket backlogs/last activity as per defined process.
Resolve incidents and SRs within agreed timelines.
Execute change tickets for infrastructure
Installation:
Install and configure tools
software and patches
Runbook/KB:
Update KB with new findings
Document and record troubleshooting steps as knowledge base
Collaboration:
Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from respective tower.
Collaborate with other team members for timely resolution of tickets.
Actively participate in team/organization-wide initiatives.
Co-ordinate with UST ISMS teams for resolving connectivity related issues.
Stakeholder Management:
Lead the customer calls and vendor calls.
Organize meeting with different stake holders.
Take ownership for function's internal communications and related change management.
Strategic:
Define the strategy on data management
policy management and data retention management.
Support definition of the IT strategy for the functions relevant scope and be accountable for ensuring the strategy is tracked
benchmarked and updated for the area owned.
Process Adherence:
Thorough understanding of organization and customer defined process.
Suggest process improvements and CSI ideas.
Adhere to organization s policies and business conduct.
Process/efficiency Improvement:
Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions.
Take accountability for overall productivity efforts within the function
including coordination of function specific tasks and close collaboration with Finance.
Process Implementation:
Coordinate and monitor IT process implementation within the function
Compliance:
Support information governance activities and audit preparations within the function.
Act as a function SPOC for IT audits in local sites (incl. preparation
interface to local organization
mitigation of findings etc.) and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description.
Coordination Support for CSI across all services in CIS and beyond.
Training:
On time completion of all mandatory training requirements of organization and customer.
Provide On floor training and one to one mentorship for new joiners.
Complete certification of respective career paths.
Performance Management:
Update FAST Goals in NorthStar
track
report and seek continues feedback from peers and manager.
Set goals for team members and mentees and provide feedback
Assist new team members to understand the customer environment
Skill Examples:
1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers. 2) Modify / Create runbooks based on suggested changes from juniors or newly identified steps3) Ability to work on an elevated server ticket and solve4) Networking:a. Trouble shooting skills in static and Dynamic routing protocolsb. Should be capable of running netflow analyzers in different product lines5) Server:a. Skills in installing and configuring active directory DNS DHCP DFS IIS patch managementb. Excellent troubleshooting skills in various technologies like AD replication DNS issues etc.c. Skills in managing high availability solutions like failover clustering Vmware clustering etc.6) Storage and Back up:a. Ability to give recommendations to customers. Perform Storage & backup enhancements. Perform change management.b. Skilled in in core fabric technology Storage design and implementation. Hands on experience on backup and storage Command Line Interfacesc. Perform Hardware upgrades firmware upgrades Vulnerability remediation storage and backup commissioning and de-commissioning replication setup and management.d. Skilled in server Network and virtualization technologies. Integration of virtualization storage and backup technologiese. Review the technical diagrams architecture diagrams and modify the SOP and documentations based on business requirements.f. Ability to perform the ITSM functions for storage & backup team and review the quality of ITSM process followed by the team.7) Cloud:a. Skilled in any one of the cloud technologies - AWS Azure GCP.8) Tools:a. Skilled in administration and configuration of monitoring tools like CA UIM SCOM Solarwinds Nagios ServiceNow etcb. Skilled in SQL scriptingc. Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements9) Monitoring:a. Skills in monitoring of infrastructure and application components10) Database:a. Data modeling and database design Database schema creation and managementb. Identify the data integrity violations so that only accurate and appropriate data is entered and maintained.c. Backup and recoveryd. Web-specific tech expertise for e-Biz Cloud etc. Examples of this type of technology include XML CGI Java Ruby firewalls SSL and so on.e. Migrating database instances to new hardware and new versions of software from on premise to cloud based databases and vice versa.11) Quality Analysis: a. Ability to drive service excellence and continuous improvement within the framework defined by IT Operations
Knowledge Examples:
1) Good understanding of customer infrastructure and related CIs.
2) ITIL Foundation certification3) Thorough hardware knowledge 4) Basic understanding of capacity planning5) Basic understanding of storage and backup6) Networking:a. Hands-on experience in Routers and switches and Firewallsb. Should have minimum knowledge and hands-on with BGPc. Good understanding in Load balancers and WAN optimizersd. Advance back and restore knowledge in backup tools7) Server:a. Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasksb. Knowledge of AD group policy management group policy tools and troubleshooting GPO sc. Basic AD object creation DNS concepts DHCP DFSd. Knowledge with tools like SCCM SCOM administration8) Storage and Backup:a. Subject Matter Expert in any of the Storage & Backup technology9) Tools:a. Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems10) Monitoring:a. Strong knowledge in ITIL process and functions11) Database:a. Knowledge in general database management b. Knowledge in OS System and networking skills
Additional Comments:
Who were looking for Were looking for an experienced Operations Support Engineer who can work on the support and continued development of the hosting estate here at , and who will work closely with our Ops Innovation team. Youll bring knowledge, drive, enthusiasm and a passion for technology. Weve got a diverse portfolio of technologies here and your goal is to maintain and build at the highest possible levels to drive customer satisfaction and enable a technology focused working environment for our users. About Were a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future. We have around 4,000 people on six continents. And weve been around for over 200 years, but keep adapting as society and technology changes. What doesnt change is our commitment to helping our clients, and society, prosper. The team The Singapore timezone based APAC Technology Infrastructure Team provides primary operations and engineering services for all infrastructure components across the Asia-Pacific region and the rest of the world working in a Follow-The-Sun global support model. We work closely with our monitoring and first line support teams as well as our engineers based in APAC and abroad. What youll do Work as part of a Global cross-matrix team who maintain and improve our estate Act as a technical resource for change requests and project activity for the Ops Innovation team A predominantly operational and sustaining engineering role, with change and project work as required Work closely with other teams within Technology and Operations including Ops Innovation, Service Desk, Information Security and End User Services Proactively own incidents, problems or issues adhering to SLAs and OLAs as appropriate Act as a technical resource for maintenance, upgrades, and recurring patch cycles Utilise documented Standard Operating Procedures and other documentation provided Work using ServiceNow to update incidents and requests in a structured manner Adhere to Information Security and Compliance policies and standards Shift work, weekend work and being on-call are part of the role The knowledge, experience and qualifications you need A love for technology, a desire to keep learning and an eagerness to progress Experience of managing a ticket based workload, and effectively prioritise as required Experience providing support using documented operating procedures and processes Great communication and interpersonal skills; able to collaborate with technical and non-technical colleagues, and write and maintain technical documentation Knowledge of majority of the following: Low code, no code platform infrastructures Xceptor Blue Prism Wintel Technologies Microsoft Windows Server Operating Systems IIS File Systems DNS / DHCP / DFS Identity & Security Domain Controllers, Active Directory Single Sign-On / ADFS / MFA Security tools, anti-virus Patch Management Certificate Management Virtualisation & Automation Virtualisation technologies - VMWare / HyperV Cloud Computing environments such as Azure, AWS or GCP Automation and scripting using tools such as PowerShell, Python, Terraform or Ansible The knowledge, experience and qualifications that will help Experience of the Microsoft Power platform Experience of the Symphony Communication platform Experience of working within the ITIL Framework, ideally using ServiceNow Experience of Cisco UCS B class and C class servers Experience of working in the financial sector or other regulated business environment Knowledge of storage and backup solutions Knowledge of segregated environment such as DMZ Knowledge of CIS hardening guidelines Basic understanding of application support principles and practices A degree-level qualification in a computing or technical discipline What youll be like A team player with the ability to work across time zones A self-motivated and enthusiastic problem solver who cares about the details Able to be flexible and comfortable with change Willing to learn and willing to train
Skills
Wintel Servers,Vmware Infrastructure,Microsoft Azure
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worlds best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients organizations. With over 30,000 employees in 30 countries, UST builds for boundless impacttouching billions of lives in the process.
