Position: Project Technical Coordinator
Location: Cyberjaya (Malaysia)
Job Description
1. Provide 'core' SDC services against agreed targets (KPI's)
•Ensures that all requests from users for assistance are handled
promptly and effectively; is pro-active to ensure that users make
effective use of the SDC process available to them.
•Accountable for SDC requests/projects screening, classification,
preliminary analysis and engage project requestor for further detailed
project information.
•Ensure request information meets quality control standards to ensure
task owners for implementation have all required information available
from requestors.
•Ensure SDC requests/projects are assigned to the respective
Engineering Team leads within the agreed SLA.
•Handling of escalated/urgent requests with business impact justification.
•Ensure SDC requests/projects administration controls are in place in
terms of reporting, billing and repository.
•Ensure Quality Assurance for SDC procedure & documentation during
project/requests closure.
2.Develop streamlined designs and configuration to various SDC requests
•Provide technical consultancy and support to internal and external
stakeholders on SDC service portfolio.
•Demonstrates commitment and ingenuity in expert application of
available SDC process to non-standard situations, diagnosing
underlying causes of difficulties, and devising solutions to ensure
that impact on operations is minimized.
•For all requests that can not be directly resolved, provides an
effective interface at the highest level between users and service
providers; ensures that priority setting and escalation procedures are
applied effectively and that all complaints are responsibly and
professionally resolved.
•Regularly monitors the incident, status and speed of resolution of
enquiry's and problems; is pro-active in devising improvements and
recommending changes to systems, products or services Quality
improvements/ upgrading.
•Act as Subject Matter Expert (SME) for SDC requests/projects
initiation,business approval process, AT&T Shell Life Cycle Management
Team internal approval process, contractual framework, & provide
necessary coaching to team members & designers.
•Act as Global Closures focal point - including assisting in
developing process,and arranging to onboard APME team with the
process, and tracking that all closures activities are done in timely
manner.
•Service Quality improvements.
•To provide required MI needed to report Dashboard & performance for
SDC requests/projects. In addition, to produce quarterly TPA installed
base report to key stakeholders on all TPA connections.
•Maintain SDC processes and procedures for any required changes/updates.
•Onboard SDC Front Office Team with SDC services, processes,
procedures, and tools.
Competencies
•Candidates with Cisco CCNA certification will have added advantage.
Knowledge/experience in:
•Switching: (LAN, Fast/Gigabit Ethernet, Spanning Tree Algorithms, etc).
•Routing and Relaying (Network Layers): (OSPF, BGP, etc).
•Multilayer Security Protocols and Systems: (Firewalls, IPSec,
Authentication,etc).
•Transport End-to-End and IP packet QoS: (TCP/IP, etc).
•Citrix, Windows 2000/2003, or information security background is an advantage.
•Strong effective communicator and listener with the ability to
explain complex technical matters to non-technical audiences
•Understanding of business processes (service desk) and best practices.
•Proven ability to work with customers.
•Strong analytical skills and the ability to think outside the box.
•Ability to understand business problems and translate them into technical
solutions.
•Dedication to customer satisfaction and service improvement, ensuring
excellent customers experience.
•Proven ability to work in a global organization while addressing local issues.
•Demonstrated understanding of security principles especially in area
of network perimeter; ability to apply them for specific cases.
•Personal behaviors and values that demonstrate the adoption of
Service Excellence and that nurture openness, trust, support for all
team members.
•Good level of cultural & diversity awareness.
•Good interpersonal, written and presentation skills.
*Submit your Updated Resume(word document) to vatsala@micom.com.my
with current& expected salary.
Please do not hesitate to contact us for further clarifications.
Best Regards,
ProMicom Services (M) Sdn.Bhd
Tel: 06-632 2020
url : www.micom.com.my
