Job Description

POSITION GENERAL SUMMARY

The Senior Exécutive is responsible to ensure all Operation Center staff maintains responsibility as the job specification given, provide technical assistance on ITOC systems, to assist Operation Center Duty Manager in day to day technical issues and to ensure that the Operation Center processes are updated and follow the ITIL best practices.

ESSENTIAL POSITION FUNCTIONS

• Assist ITOC in complaints and requests from various Operation Centers such as AOCC, SOC, FOC, EOC and other airports operation centers including Airports Managers
• Advise manager and OCDM in terms of operation performance, technical and personnel performance.
• Manages the escalation of tickets from Operation Center to Site Engineers via ITOC systems.
• Build good relationship with all units and customers of IT Division to ensure all communications and activities are delivered effectively and all issues resolved diplomatically
• To plan and organize shift manpower strength headcount with other shifts and Operation Centre Support
• Authorize TBSM and all system that need to be monitor.
• Creating problem records and linking the incidents/requests to problems
• To ensure all the incident report are within the Service Level.
• To monitor the dashboard 24 by 7 and to ensure the operation is on track and function accordingly.
• Participate in problem solving when needed to meet trouble report levels.
• Looking into complaints and request from customers pertaining to the overall performance.
• Being on 24 by7 standby for breakdown and issue.
• To perform Operation Center performance study and tuning to ensure the continuous improvement.
• Participate in meeting and event with customer when instruct (internal & external).
• To perform a daily report, weekly report and monthly report when needed.
• To perform root cause analysis based on overall system data and present to the manager.

Key Challenges

• Manages customers and top management’s expectations.
• Coordination with various parties in ensuring the smooth of IT operation.

Skills

• To have Information Technology Infrastructure Library(ITIL) certification is an advantage.
• Strong problem solving skill.
• To have strong communication skills and good public relation.
• To be able to communicate with customer and management effectively.
• To have positive attitude.
• Do have customer focus mindset.
• To able to organize work within various parties.

Education

EXTERNAL

• Degree preferably with specialization in IT/Computer Science or equivalent.

Relevant Industries

EXTERNAL

• Degree with CGPA > 3.0 and minimum 3 year relevant experience.

Additional Information

Open for Malaysian citizens only.
Please be reminded that only online applications will be entertained.
Applications should reach us by 28 January 2025.
Only the shortlisted will be notified.