Application Operation Engineer
T-Systems Malaysia Sdn. Bhd.
Cyberjaya, Malasia
38 hari yang lepas

The Application Operations Engineer is responsible for supporting application and middleware / collaboration solutions in the Microsoft Windows, Unix and Linux technology space.

  • The candidate is expected to support one of the world largest and most complicated Middleware / collaboration infrastructure in which a Private or Clouds Base platform.
  • The Middleware / collaboration infrastructure has various auxiliary components and also heavily dependent on Databases and Windows / Linux / Unix platform which are supported by numerous operation teams as well as external vendors.
  • The operation engineers need to deal with complex operation interfaces.

  • The breadth of technologies that make up an application solution comprises of various non-standard components where dependencies between components are crucial.
  • The need for the understanding of the various components will prove highly critical.

  • The components are not common knowledge, thus excellent technical knowledge in middleware and its supportive components will take time to build and more importantly, sustain.
  • Run and maintain the middleware / collaboration infrastructure.
  • Ensure security and regulatory compliance of the infrastructure.
  • Operation reporting skills ability
  • Take ownership of all technical issues related to the middleware / collaboration infrastructure and ensure all changes and requests incidents are resolved within the agreed service level.
  • Ensure service availability of the middleware / collaboration infrastructure within the agreed service level.
  • Proactively identify and address potential issues such as performance degradation and security / vulnerability issues
  • Troubleshoot and perform root cause analysis on chronic issues and major incidents; handle level 2 and level 3 middleware / collaboration related incidents.
  • handle level 2 and level 3 middleware / collaboration related changes and requests
  • Plan, manage and execute infrastructural changes; in accordance to proper change management protocol.
  • Receive and fulfil customer requested application deployment and updates.
  • Track and follow up on all incident tickets escalated to other teams, ensure that the tickets are attended to and resolved within agreed service level.
  • Ensure unresolved incident tickets are properly handed over to the next shift.
  • Identify and determine areas of improvement and initiate process improvement / projects to increase productivity.
  • Generate standard operation reports for Operations Manager and Service Delivery Managers.
  • Assist application support team in troubleshooting application related issues.
  • Provide primary resources to reach operation prudent and readiness. This is to ensure service objectives and KPIs / SharePoint CSL are met.
  • Having responsibility for operational effectiveness and performance in line with contracted SLA / SharePoint CSL to avoid contractual penalties.
  • Ensure consistent and effective day-to-day operation of the service. This is to ensure consistent delivery of service in accordance to service description
  • Cooperation within the team to ensure a high level of technical and business issue resolution is being achieved thus promoting high customer satisfaction
  • Analyse the performance through agreed Performance measures to ensure overall operates within target achievement / within target achievement for changes and request
  • Ensure the performance and quality of service being delivered to customers is meeting requirements and agreed service levels through ITIL standards to ensure meeting all audit criteria.
  • Ensure service provided meets requirements of SLA, including agreed parameters around quality, cost, and availability / reliability to ensure delivery within designated key measures, CSL and service description.
  • Interfaces / relationships with other T-Systems and cross bundle support groups (e.g. the Middleware, Service Engineering and Service Management, Operation Management, Storage etc) and Customer Segments are clearly established and provide support on the technical and processes involved, ensuring conformance at times to ensure alignment of service description.
  • Contribute to internal and customer implementation / migration projects; provide consultancy as well as conduct gap analysis, feasibility and due diligence study.
  • Involve in problem management / root cause analysis for chronic problems and major situations.
  • Proactively identify and address potential issues such as performance degradation and security / vulnerability issues.
  • Troubleshoot and perform root cause analysis on chronic issues and major incidents.
  • Track and follow up on all incident tickets escalated to other component teams, ensure that the tickets are attended to and resolved within agreed service level.
  • Define and maintains standard practices and procedures in analysing issues to support middleware / collaboration infrastructures.
  • Provide technical solution input to Operation Manager and Service Delivery Managers.
  • Ensure service availability of the middleware / collaboration infrastructure within the agreed service level.
  • Proactively identify and address potential issues such as performance degradation and security / vulnerability issues
  • Focused on continuous improvement by focusing and training juniors.
  • Good knowledge and hands-on experience in the use of the Incident / Problem / Change and remote management tools, processes and application.
  • Data gathering and analysis skills (for the internal performance monitoring and Service Level management).
  • Provide technical wise assistance for Operation.
  • Includes all activities mentioned in Beginner’s Level
  • Create, review and maintain operation documentation.
  • Act as a key person in the team as a Focal Point for technical advice and escalation from Operation Engineer.
  • Accountable for running small operation project, subject to Service Improvement and alignment according scope of support.
  • Design and implement service improvement measures, including tools and processes that help to increase service quality.
  • Work closely with Service Engineering Team for Business Application on boarding / Capacity / Configuration Management approval / Focal Point.
  • Understand internal / customer business requirements; develop and implement new features and services to enhance product portfolio.
  • Act as third level (L3) of operation support; resolve systemic / complex operation issues; engage vendor in critical escalation.
  • Service management (e.g. SLAs, ITIL, KPI reporting) combined with a customer focused and results oriented drive.
  • Fulfils desirable results contractually obligated with customer on a consistent manner to ensure fulfilment of project and service criteria.
  • Excellent technical knowledge in middleware and its supportive components to ensure to be focal point for technical knowledge and know-how.
  • Qualifications

  • University degree in IT or equivalent technical or professional qualification with : 2-3 years of experience in a relevant field of activity for Beginner Level.
  • Fresh Graduates are encouraged to apply for entry level. Must possess University degree in IT or equivalent technical or professional qualification.
  • Good understanding in architecture of Middleware / collaboration infrastructure.
  • At least 3 years’ of experience in designing and deploying Middleware / collaboration infrastructure.
  • At least 3 years’ experience in a multi-disciplined IT environment with strong background in service delivery, operational support, and proactive management.
  • Good understanding and operational experience of backup / recovery technologies; advanced troubleshooting skills in network operating system and storage technologies (Windows 2003 / 2008 / 2012 / 2016, RAID, SAN, NAS), infrastructure services (DNS, ADS, MSX, OCS, etc.
  • and service availability management (DRS & HA)

  • Sound knowledge and experience in ITIL process framework such as Incident / Problem Management, Change / Release Management and Asset / Configuration Management.
  • Technical Knowledge on Storage Technology (NetApps / SAN Storage) particularly on Cluster wise backup environment to ensure High Reliability and Stability.
  • Require for developing daily task operation tools, Automated vs. Manual Task / Tools.
  • Able to forecast Cluster wise Capacity / Configuration Management.
  • Experience and knowledge of Clouds Technology services is added advantage.
  • Scripting Knowledge is an added advantage.
  • Knowledge in Middleware / collaboration Reporting Services is an added advantage.
  • Skills and Behavior

  • Fulfils tasks on-time and conscientiously recognises possible gaps and risks within operational services, and identifies these to relevant stakeholders.
  • Sets achievable objectives for oneself, and assumes responsibility for agreed objectives and ensures successful closure, recognises opportunities to exceed his / her objectives both quantitive and qualitative manner.
  • Contributes to the ongoing improvement of operational processes.
  • Vigilant towards operational risks, and their mitigation, including communication to relevant stakeholders.
  • Understands and accepts the need for development, and deals well with change, both internally and externally.
  • Demands and promotes collaboration between colleagues.
  • Provides information proactively as required, in order to ensure good internal knowledge sharing, in a team and goal orientated manner, sets an example to more junior staff.
  • Demonstrates personal initiative, places ambitious demands on his / her work, and the work of others.
  • Takes an active role in professional development, both technically and personally.
  • Adapts him / herself to different forms of cultural interaction.
  • Judges emotion, empathises as necessary, escalates possible conflict situations to relevant stakeholders.
  • Able to accept constructive criticism, and deals constructively with negative experiences.
  • Embraces the idea of learning from error.
  • Demonstrates and communicates corporate values / principles.
  • Communicates clearly in regards to change, so that all parties impacted have a clear understanding.
  • Good command in English, both written and spoken.Includes skills and behaviors mentioned in Beginner Level
  • Develops and integrates ideas for the improvement of the quality of procedures and results within the area of expertise.
  • Actively strives to promote collaboration within the organisation by well-developed networks.
  • Able to lead a small team of individuals on a temporary basis, if required to by relevant stakeholders.
  • Deals with difficult situations, and manages them effectively.
  • Troubleshooting and diagnostic skills. (Troubleshooting : The process of solving a problem or determining a problem to an issue)
  • Self-motivated individual with excellent interpersonal, communication and influencing skills.
  • Ability to work in a global environment and with colleagues in other regions; this might include customers, customer segment teams, application focal points, other internal T-
  • Systems teams, and vendors.

  • Good documentation skills.
  • Grasps complex issues, analyses in a goal-orientated manner, and seeks alternative solutions, ensures issue resolution.
  • Knows and uses problem solving techniques or methodologies in order to achieve desired and sustainable results.
  • Possesses analytical abilities to properly understand complex customer requirements.
  • Able to deal with and mitigate conflict, both internally and externally as required.
  • Strong interpersonal skills to interact with fellow team members, fellow T-Systems and bundle teams both regionally and globally, customer project resources for project-
  • type activities, and various customer and customer segment representatives.

  • Excellent Customer interface / service skills.
  • Possess people management skills. (People management is essentially making sure that all people within an organisation are able to coordinate themselves effectively and work to a high standard.)
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