Senior Network Operations Analyst

Company:Marsh

Description:

We are seeking a talented individual to join our Network Operations team at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

Senior Network Operations Analyst

Working Shift: Sunday to Wednesday (6:00AM - 4:00PM)

We will count on you to:

Network, Security & Infrastructure L1 Support

• Responsible for the operation of 24/7 global voice and data network. Identify and track faults, manage communication and ticketing systems, interface with incident management teams, and resolve issues within governed SLA time frames.

• Tracks network usage capacity in both incident and planning situations. Utilizes network capacity planning tools to identify trends that impact business performance.

• Responsible for network optimization activities involving identifying opportunities to reduce outage events, MTTR, and improve overall performance.

• Develop work processes to identify operational practices and standards.

• Provides supervisory tasks and direct job guidance to others as directed by manager.

• Directs project level activities that focus on high-value improvement to network operational state and/or improve NOC efficiency.

• Provide continuous and consistent management reporting on the status of issues, actions, and resolutions

• Manage severity 1 incident calls and report to appropriate management and teams

• Provide technical support for all systems and applications hosted in the Global Cloud Operations, ensuring all systems are managed and that all support services are meeting defined business service levels for Network, Server and Cyber Security

• Maintain patching compliance to avoid risks of system outages or compromised data

• Communicate ideas and information effectively via oral and written communication to globally diverse audiences

• Assist with operational and infrastructure related projects related to server, network and cyber initiatives

• Monitor assigned incident queues and change queues in ITSM system,

• Monitor ticketing queues for regular turnover up-dates on a daily basis

• Review incidents, changes and requests for updating and escalation

• Adapt and adjust to changing priorities both independently and in a team

• Monitor strict compliance in accordance with MMC Technical standards, policies and procedures

• Provide escalation of severity 1 issues to management timely and appropriately

What you need to have:

• Associate’s degree in computer OR network science OR related field from an accredited college/university or equivalent combination of education, training, and experience

• 2-5+ years hands on experience in a network, technical infrastructure operations/cloud operation environment

• Network support – Cisco, PaloAlto , Aruba, F5, Strata, ThousandEyes, Cloudgenix

• Server OS support – Windows, Linux, Container Support

• Data Circuit Vendor Support

• Application and Load-balancer support

• Firewall rule support, troubleshooting, adds, and removals (PaloAlto Support a +)

• Strong process development and service delivery principles

• Must have technical and hands-on experience supporting multi-platform server and application environments

• Must possess exceptional communication skills both verbal and written

• Knowledge of ticketing systems and monitoring applications

• Knowledge of backup technologies

• Experience with Change Control Ticketing (ServiceNow experience a +)

• Experience with Incident Reporting and Ticketing (ServiceNow experience a +)

• Demonstrated ability to work in a large global company and or complex IT environment preferred

What makes you stand out:

• Understanding varied and diverse platforms and technologies Server, Network, and Cyber Security

• Remote access experience working in a fast-paced cloud environment 

• Ability to understand server application down impact and manage all issues to resolution

• Ability to understand Network down impact and manage all issues to resolution

• Ability to understand Cyber Operations impact and manage all issues to resolution

• Understand and follow established processes and procedures

• Ability to manage/run conference calls on technical severity issues with varying levels of personnel

• Understanding of incident management and escalation process

• Strong process and service delivery principles

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.