Operation & Support Engineer

Unique Value Add: 

To administer, support and maintain the assigned platform build systems, technologies and related assets to ensure positive system usage experiences for all users.

Accountabilities:

• Point of escalation for Service Desk and ticketing for issue resolution to ensure appropriate follow up and timely resolution of issues to meet service level requirements. 
• Provide technical assistance for end-user troubleshooting, bug fixes and “how-to” assistance to ensure timely resolutions for application issues. 
• Provide support services according to stipulated service level agreements (SLAs) and targets. 
• Ensure users (learners, faculties and staffs) have the basic knowledge to start using the system or be effective in using the systems through transference of knowledge and system know-hows. 
• Provide effective and timely support provisioning to ensure or improve user experience.   Follow all standard operating procedures and maintain updated ticketing for events, incidents, requests, changes, problem, etc. to ensure compliance and consistency in work processes.
• Manage system enhancements or usage improvements projects that will improve operations efficiency and are delivering capabilities as required by SIM:
• Work with stakeholders to identify business needs; conduct in-depth analysis of the business requirements specifications, processes and feasibility studies on possible business solutions.
• Participate projects in the capacity as a project lead or subject matter expert, both in-house and out-sourced, to meet project scope, budget and schedule, with proper project plan that is closely monitored and if necessary, adjusted; which will include the managing of service providers (either internally or outsourced) to support successful delivery.
• Participate in efforts to develop and execute testing, training and documentation to ensure quality and usability of solutions.

Job Requirements:

• Diploma/Degree in Information Systems or equivalent.
• Have 1 - 3 years of working experience in system support and/or system operations management.
• Have experience in system functional development, deployment, and integration of software solutions.
• Have experience in vendor, project, service, people, stakeholder/customer management and process improvement.
• Have knowledge or have experience working with/supporting Canvas or equivalent Learning Management Systems, Zoom or equivalent online meeting systems
• Proficient with Microsoft Office
• Good to have knowledge or have experience working with/supporting the required (or similar) technologies (e.g. Salesforce suite of technology, Web)
• Excellent interpersonal and communication skills both written and oral.
• Good problem-solving skill that is able to analyse issues from multiple perspectives and derive pragmatic and comprehensive solutions to problems.
• A self-starter to learn and broaden knowledge to continuously add values to the organization.
• A co-operative & collaborative leadership style rooted in the resolve to achieve results.
• Take initiative to make things happen; willing to experiment, take risks to consider new and untested approaches and learn from the results.
• Strong attention to detail ensures accuracy in requirements gathering, documentation, and system configurations.

We regret that only shortlisted candidates will be notified.