IT Operation Support Executive

• Support root cause analysis with vendors and integrated systems
• Proactively identify recurring issues and collaborate with other cross-functional IT teams to provide timely resolutions
• Enhancing IT support processes and procedures

• Create and update documentation for IT processes, troubleshooting steps, best practices to ensure that processes and documentation meeting required standards
• Monitor incidents reported, prioritize and escalate the issues when necessary
• Log, support and track change requests & incident tickets using a ticketing system. Ensure accurate and detailed documentation of issues and resolutions

• Communicate technical solutions clearly and concisely to enhance user understanding
• Writing simple SQL queries to extract data and troubleshoot incidents

• Shall possess at least a Degree in Information Technology (IT), Computer Science or equivalent qualification.
• Shall have at least five (5) years of work experience in IT application systems, including operation support experience and exposure to end-to-end software development lifecycle (SDLC)
• Shall have hands-on experience with log analysis tools such as Splunk, Power BI and Qlik Sense.
• Good to have work experience and demonstrating ability to support the following:

Webservices and API integration
Cloud platforms such as AWS and Azure
Automation and scripting (PowerShell, Python, or Shell scripting)
Assess downstream impact and data flow with other systems
Troubleshooting network connectivity
Business continuity and disaster recovery procedures

• Good to have work experience with standard IT operations protocols including ITIL Framework.