Global Customer Care (GCC) Remote Ops

Job Title: Remote Operations specialist 

Office address: B-11-1, Level 11, Tower B, Menara UOA Bangsar, No. 5, Jalan Bangsar Utama 1, Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, 59000, Malaysia

Job Summary: The IC3 Remote Operations specialist is responsible for remote Customer support functions for the Hitachi Vantara Global Customer community. These remote support activities include but are not restricted to data collection, management and analysis of Hitachi Vantara diagnostic data, remote health checking, remote microcode management and remote configuration activities. This role involves collaborating with Customers and Partners to ensure efficient and effective remote maintenance activities, enhancing the customer experience, and improving overall operational performance.

Key Responsibilities:
Experienced with remote support tools such as WEBEX, Bombgar, Teams, etc.
Scheduling and deploying remote microcode upgrades to ensure Hitachi Vantara Customer and Partner environments remain current, looking to proactively maintain ongoing product health
Undertaking remote health checking when required and liaising with Hitachi Vantara Customers and Partners to review results of the health checks and provide guidance when appropriate, to maintain optimal efficiency and manage any potential risk
When appropriate, remotely supporting our Customer Engineers and Partners to ensure successful execution of action plans provided
Remote support of HRO (Hitachi Remote Ops) function and HRO operational escalations
Undertake remote data collection, management and initial analysis of Hitachi Vantara diagnostic data
Escalate cases when required to the appropriate Global Support practice teams which require in depth specialist analysis
Contribute to Technical Knowledge Base by documenting technical problems and solutions
Assist in ensuring agreed levels of service are maintained at all times, with exceptions escalated
Skills and Qualifications:
2+ years experience in similar role(s) delivering customer support services
Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills
Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
Positive self-starter, able to take direction and work within a team environment
Aptitude to learn and support new products and systems
Ability to work nights, weekends, or standby shifts as needed to meet schedule requirements
Skills in one or more of the following areas are highly desired:

o IP Networking Concepts (TCP/IP, Active Directory)
o Cloud based Solutions
o Programming Skills (Python, REST API)
o Network Attached Storage (NAS)
o Operating systems including Windows, Linux, VMware
o Enterprise Storage Solutions and Products (Hitachi, EMC, IBM)
o Fiber Channel, Connectivity Solutions (Brocade, Cisco)
o Other software solutions including but not limited to Veritas, MSCS, Oracle, Commvault, etc.

Personal Skills:
Strong leadership, influencing, communication and interpersonal skills
Self-motivated and drives issues to resolution
Able to work under minimal supervision and as part of a global, virtualised team
Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
Organized and adaptable; clear thinker with a tolerance for ambiguity
Willingness to accept responsibility and take ownership when required due to circumstances presented
Natural problem solver
Strong customer service orientation and ability to develop, and maintain, good working relationships at all levels