• Operations Engineer II Jobs in Malaysia - 999016

    Openet Telecom Malaysia Sdn Bhd
  • 5 - 7 Years
  • Malaysia - Kuala Lumpur - Mid Valley
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  • Posted above 1 month
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  • Job Applicants: Less than 10

Job Description

ROLE SUMMARY

The Openet Managed Services Team in Kuala Lumpur will be responsible for supporting the multiple Openet deployments around APAC region that comprises of BSS solutions, an OSS layer, and an infrastructure platform

The team will be the primary point of contact for Support and Operations services for all the engagement in APAC region, and includes solution monitoring, advanced support, change management, infrastructure management and customer communication

The Openet Managed Services team based in Kuala Lumpur will comprise of a Technical Operations Manager and a team of Senior & Junior Operations Engineers who will each have a primary focus on one area of the system (OSS and BSS) There will also be a Managed Services team based in other customer offices around APAC and the team in Kuala Lumpur will need to provide support to these on-site engineers There will also be Tier 1 Monitoring and Reporting engineers based in Kuala Lumpur that is part of the entire Managed Services team setup

Your role within this team will involve critical system monitoring and status reporting, problem analysis, technical troubleshooting, system validation, escalations from Tier 1 Operations, and maintenance activities The primary focus will be upon the health, operations, and support of one of the 3 identified areas of the end to end DBP solution In addition, achieving customer KPIs and SLAs will be essential

Off-Site Senior Operations Engineer typical working day will follow the Client operating hours (ie Mon-Fri 0900 to 1800) You will also be requested to be on standby via a rotated schedule to provide Off-Site support to Client during P1/P2 issue During your standby period you are requested to be remotely connect to Client premises when being paged out

PRINCIPAL RESPONSIBILITIES



Dedicated Off-Site Operations Engineer and primary contact point for a specific customer, delivering proactive and reactive operations support

Preparing and evaluating of monitoring reports and determining if actions need to be taken Reports includes and not limited to daily health check report, weekly ticket status update, monthly Client status report, quarterly preventive maintenance report and any other reports requested by the Client or Operations Manager

Evaluation of actions by 1st level support where issues have arisen, and where appropriate

Determination if further information and evidence are required and communication of request for same

Advanced troubleshooting and problem solving

Design and implementation of Workaround if appropriate

Management of Incident & Problem to Resolution / Total Issue Ownership for Solution

Technical specialization in Supported Products for the specific customer

Escalation to 3rd level after 2nd level skills exhausted

Support Infrastructure Management by supplying information, analysis, feedback etc

Support work on solution performance and capacity management by supplying information, analysis, feedback etc

Responsible for maintaining Response and Relief SLAs

Responsible for working with Openet 3rd Level team to maintain 3rd Party management SLAs

Preventative maintenance and system analysis

Customized Knowledge Transfer

Track all queries, including those which have been escalated outside of the organization

Liaison with Services Engineering, Product Engineering, and Global DBA teams to identify fixes and workaround for Client issues

Provide regular updates to clients and wider Operation team on the status of any open issues and managing Client expectations in line with SLAs

Communication and follow-up on Technical Issues with other Engineering Groups

Subject Matter Expert and active participant in efforts to implement, maintain, and improve database related monitoring tools and processes

Attendance at Weekly Progress Meetings and daily status updates

Prepare FAQs on common issues

Familiarization with Openet Operations best practices



EXPERIENCE, SKILLS AND KNOWLEDGE INDICATORS REQUIRED FOR THIS ROLE



Can demonstrate proactivity in regards to ensuring resolution to client issues

Intermediate knowledge of MySQL or any other database platform

Advanced Scripting languages for Unix / Linux

Advanced knowledge of Unix / Linux

Experience troubleshooting application interactions with DB interfaces

Experience with Monitoring tools and their use in troubleshooting

Telecommunications OSS network and technology understanding

Telecommuncations BSS billing, revenue assurance and CRM understanding

Intermediate switch, router, network device knowledge

A minimum of 5 years Operations / Support Level 2 or Level 3 Support Experience

A minimum of 2 years previous experience in a Telco environment

ITIL v3 Foundation Certified



QUALIFICATIONS

Computer Science or Software Engineering related Degree is the minimum tertiary level qualification expected for this role

Profile Summary

Type:Company Job

Role:Junior Executive

Industry:Telecommunication

Salary:Not Disclosed

Deadline:12th Feb 2020

Company Profile

Openet software enables the world's largest network operators to innovate service offerings in an increasingly mobile, data-driven society.
More than ten years ago, we entered the telecommunications industry with high performance software that enabled network operators to more efficiently and flexibly harness the “big data” generated across large, heterogenous networks. Our performance innovations still lead the industry, easily processing more than 10 billion daily network transaction records at a single network operator.
Openet software quickly evolved to support real-time network interaction, including online charging as well as policy and charging control (PCRF). The largest operators in the world rely on our software to enable services that vary according to network speed, consumption allowances, service access, and/or dynamic pricing. Analysts recognize us as the global leader of policy and charging control solutions by both revenue and mindshare.
Today Openet technology extends from the network core to the mobile device. Our products represent an integrated suite of industry leading charging, policy, data management, and interaction capabilities. Together, these represent a powerful platform for service innovation in a dynamic, connected world.

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