A role that offers a breadth of learning opportunities
Strong prospects for career progression
Our client is a digital asset exchange that is introducing a new investable assets class. Their platform offers an array of services which includes primary insurance, trading and settlement and others. They aim to become full-service regulated to cater to savvy issuers and discerning investors.
You will be responsible for :
Performing 24-hours real-time monitoring shift schedule on organization’s business application, core systems and networks.
Providing direct user support, collaborating within team or units to assess the situation, support a solution to the problem, and coordinate with external service providers
Assessing helpdesk inquiries, executing ITSM workflow, taking ownership as the escalation point of contact to support, resolving end users’ issues and assist in all IT systems project’s directives towards ticket closure.
Creating policies and procedures to ensure that the department operates effectively and reliably
Developing the technical knowledge base and service level agreements for the help desk, service desk and customer support services.
Developing, maintaining and updating all relevant documentation for continuous improvements of operations.
Managing and analysing data logs, preparing reports and technical documentation to maintain operation efficiency and support areas for improvement.
You have at least a Diploma in any IT related discipline with at least 3 years of experience in performing IT helpdesk functions.
You have solid operation experience in a NOC/SOC, including good understanding of ITSM workflow, documentation and processes to develop and implement policies and procedures for the department.
You have good technical knowledge, exhibit confidence and practical competency in problem-solving
You are able to directly address customer and end-user issues in a time sensitive environment.
You are a strong written and verbal communicator with the ability to communicate with stakeholders across all levels
You take ownership and responsibility to promote productivity within team members, and effective collaboration with set department priorities.
You are familiar with Windows, Linux, Microsoft Office tools, and basic Cloud services (AWS).
Familiarity with Nagios, Jira, Grafana, AWS CloudWatch, Git lab and Jenkins is an advantage.
You ideally have knowledge of ITIL/ISO20001 and ITSM
You have good team spirit and meticulous workmanship
You are an independent and self-disciplined individual
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