Company: Asia's leading communications and ICT solutions group.

Position Title: Technical Generalist

Location: Kuala Lumpur, Malaysia


Duration: Contract (24 Months)
 


Our client is one of the market leaders in Asia Pacific providing companies and governments with comprehensive and integrated ICT solutions that cover mobile, voice and data infrastructure, managed services, cloud computing, IT services and professional consulting. 

Roles & Responsibilities 
  • A Tier 2 technical generalist is responsible for managing the following technologies:
  • Server hardware (Cisco, Sun/Oracle, HP) including the upgrade of firmware
  • Server Operating Systems including the deployment of security patches and service packs
  • Windows Server 2012, 2008 & 2003
  • RedHat Linux, Oracle Unix and Sun Solaris
  • IBM AIX
  • Virtual Infrastructure including the deployment of security patches and service packs
  • VMWare ESX, Microsoft Hyper-V
  • Management of Unix services for DNS, DHCP, NTP, FTP, Printing, Proxies, Gateway services for
  • Email, Fax and SMS
  • Management of ISA proxy servers
  • Performing backup and restore requests of files, virtual machines and databases on Windows and Unix servers using Netbackup and Backupexec
  • You love solving problems, fixing things and take pleasure in providing great service to customers. You readily share knowledge and help your fellow Tier 1 & 2 team members at every opportunity.

A Tier 2 technical generalist is responsible for providing excellent customer service, communicating clearly and concisely with stakeholders, the highest level of commitment to our clients and understanding their business needs in order to meet our clients service level expectations.

Essential / Must have 
  • Minimum 3 years experience performing operational support Cloud & Data Centre technologies
  • VMWare VCP
  • Red Hat RHCP certification or Oracle / Sun Solaris SCSA Certification or equivalent for other Unix/Linux flavours.
  • MCSE Server Infrastructure or MCSE Private
  • Cloud or equivalent for previous Widows
  • Server versions.
  • CommVault and/or Symantec Netbackup certifications

Professional / Technical skills
 

  • Demonstrated experience and knowledge in administration of Unix (Oracle, Solaris, HP-UX), and/or Linux (RedHat, Ubuntu)
  • Demonstrated experience and knowledge in administration of Windows Server 2012, 2008 and 2003.
  • Demonstrated experience and knowledge of VMWare ESX and Microsoft Hyper-V
  • Demonstrated experience and knowledge of IBM AIX
  • Demonstrated experience and knowledge in administration of the one of the following Backup vendor products: Symantec Netbackup, CommVault; Legato
  • Demonstrated experience and knowledge working with media off-siting businesses for storage and recall of media.
  • Demonstrated experience and knowledge of ITIL practices and complex case management systems (ServiceNow, HP SM 7, ITSM).
  • Demonstrated experience and knowledge coordinating vendors and team members to resolve customer issues.
  • Experience in creating and maintaining documentation of environments and processes with good documentation practices.

Position Title: Technical Specialist (Contact Center - NICE)

Location: Kuala Lumpur, Malaysia


Duration: Contract (24 Months)
 


Our client is one of the market leaders in Asia Pacific providing companies and governments with comprehensive and integrated ICT solutions that cover mobile, voice and data infrastructure, managed services, cloud computing, IT services and professional consulting. 

Based within the Technical Operations group, which is positioned within the companys Managed Services and Delivery, you will be reporting to the Technical Operations Manager facilitating the delivery of managed services, technical support and implementation of NICE platforms at customer premise and/or remotely.

Key Responsibilities:
  • Take ownership in providing support and delivery of ICT services to clients in the Australian market with infrastructure located in overseas data centers and/or branch offices
  • Deliver projects on time and on budget, ensure the highest levels of infrastructure availability.
  • Meet or exceed customer service SLAs and take ownership of customer issues.
  • Contribute to customer retention through positive engagement attributable to communication, knowledge and timely response.
  • Work with transition team to ensure all new solutions to be transitioned are checked for reliability and all documentations are available for ongoing support.
  • Work with other groups in the enterprise to meet customer security requirements.
  • Manage vendor and third party maintenance agreements.
  • Setting up, configuring and conducting live customer presentations, industry forums & conferences etc

Requirements:
  • Tertiary or Degree in Information Technology or Computer Networks or equivalent.
  • Minimum of 5 years contact centre experience with Information and Communications Technology (ICT) technical and operational background in specific vertical industry domain knowledge.
  • Certifications in Avaya, Verint or NICE would be desired.
  • Thorough understanding of ITIL and extensive experience working in an ITIL environment.
  • Customer, vendor management, business, technical, troubleshooting and analytical skills required.
  • Experience in UC and CC design, implementation and operation.
  • Experience in Computer Telephony Integration (CTI), Voice recording solutions implementation, upgrades and support such as Verint and NICE WFM/WFO, Analytics, Call Recording, SQL, Enterprise Information Management (EIM).
  • Ability to clearly update detailed design documents.
  • Experience in Outbound Diallers, Email/Web/Chat technologies, Voice Extensible Markup Language (VoiceXML) development, ACME packet would be desired.
  • Competency in Microsoft OS and SQL Databases would be an added advantage.
  • Knowledge of interfaces, systems and programming languages such as Telephony Application Programming Interface (TAPI), ASP, NET, JAVA, HTML and VXML would be an added advantage.
  • Strong written and verbal communication skills.
  • Strong presentation and business writing skills.
  • Ability to work autonomously and perform under pressure

Position Title: Sr. Technical Analyst

Location: Kuala Lumpur, Malaysia


Duration: Contract (24 Months)
 

Based within the Network & Security team, incumbent will take operational ownership of Managed Networks and Security Solutions (LAN/WAN/WAN X/Telco Carriage Products, Perimeter firewalls, Juniper NSM) and reporting systems (Orion Solarwinds, HPOVO, Ciscoworks, Cisco ACS) as well as online diagnostic tools to ensure continuous and excellent services to corporate customers. You will take over from service desk performing level 1 & level 2 support reporting to the Network & Security Manager delivering managed services and technical support for data network services to client according to companys service delivery models and contracted service level agreements. 

Key Responsibilities:
  • Handle Proactive Event Management (Managing Alarm/Event Management Platform) HPOVO and Solarwinds. Validating events and logging Incidents in Incident Management System.
  • Performing incident diagnostics, remote diagnostics of customer network and firewall devices upon receiving alarms for all capabilities in Managed Network Services (e.g. LAN/WAN/WAN X/Telco Carriage Products) and Managed Security Services (e.g. Perimeter firewalls, Juniper NSM).
  • Implement pre-authorized and standard MACs (Firewalls/RSA/LAN and WAN Port configuration). Carry out customer network redundancy and backup tests as scheduled.
  • Troubleshoot carriage & IP incidents across customer edge equipment, add & remove devices as needed into monitoring and reporting tools (e.g. Orion Solarwinds, HPOVO, Ciscoworks, Cisco ACS etc.).
  • Performing Service Desk duties in heavy workload including management of email requests/ Dropbox, provide timely and effective Escalation Management as per EMC resolution management processes and update CMDB content as per RMA and Change process. 

Requirements:
  • Tertiary or Degree in Computer Science, Information Technology, Engineering (Computer/Telecommunication) or equivalent experience
  • Minimum 2 years experience in Managed Service Provider environment attached to ICT/Telco industries handling similar capacity
  • Certification in CCNA or CCNP would be highly desired
  • Excellent knowledge in support & configuration of Cisco and Juniper routers, switches, firewalls and authentication servers (TACACS, RADIUS, etc.)
  • Good working knowledge of LAN, WAN, Dynamic routing protocols (e.g. BGP, OSPF, EIGRP & RIP).
  • Ability to work under pressure, fast paced, tight deadlines and dynamic work environment.
  • Excellent interpersonal skills and communication skills.

Interested candidates anywhere in India ready to relocate to Malaysia can send across updated resume to malashree.krishnareddy@kellyocg.com

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