Level 1 Console Support - Service Management Centre (SMC)

: LNVGY).

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Description and Requirements

Title: 24 x 7 - L1 Service Management Centre (SMC) Console Support

Reports to: SMC Shift Leader

Job Description: L1 SMC Console Support is responsible for the monitoring of production infrastructure and applications including server, network, storage, backup, database and applications, scheduling job, L1 incident diagnosis, delivered on a full remote basis, running on 12-hour shifts with the team covering 24-by-7.

You will:

• Perform L1 smc monitoring for System (Linux/ Windows/ Weblogic/ Database/ Storage/ Network) or Application's production servers.
• Perform first level troubleshooting for the required System or Applications to ensure the incident is resolved.
• Resolve/Close the Incident ticket by updating the relevant information upon successful troubleshooting.
• Assign Incident Ticket to L2/ L3/ L4 relevant support when Level 1 troubleshooting is failed.
• Assist or participate in any activities that been assigned by Shift Leader.
• Assist Change Manager to perform simple change execution on the change ticket
• Perform batch scheduling monitoring, update, rerun and report
• Perform backup monitoring, update, rerun and report
• Perform daily health check across all Monitoring tools and report to Tools Administrator for any issues.
• Prepare daily, weekly, monthly, adhoc report for management review.
• Supporting Hong Kong clients
• Willing to work on shift rotations and standby.

**

You bring:**

• Diploma/ Degree holder in Computer Engineering/ Information Technology or related disciplines.

• 2-3 years of experience in IT Field.

• Experience in tools used for System and Application monitoring (e.g. Sitescope, Whatsup Gold, Solarwinds, ScienceLogic, Helix/ServiceNow ITSM, Quest Foglight, Dynatrace, NagiosXI, BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.

• Experience in backup system (veeam, veritas, vmware, etc) will be added advantage

• Experience in System (Linux/Windows/Weblogic/Database/Storage/Network) will be an added advantage.

• Experience in Control-M for batch scheduling or any equivalent tool on batch scheduling, monitoring of jobs will be an added advantage

• Good understanding and with passion to learn broad knowledge on IT infrastructure management, network, operation systems and databases.

• Good problem-solving skills, background analytics, a team attitude and focus on excellent customer service/support.

• Driven and able to multi-task, strong time management skills and strong team player.

• Experience in supporting Hong Kong clients is a plus point

• Required Language(s): English, Cantonese, Mandarin

#LPS

Additional Locations:

• Malaysia