Position: Project Technical Coordinator
Location: Cyberjaya (Malaysia)

Job Description

1. Provide 'core' SDC services against agreed targets (KPI's)
•Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the SDC process available to them.

•Accountable for SDC requests/projects screening, classification, preliminary analysis and engage project requestor for further detailed project information.

•Ensure request information meets quality control standards to ensure task owners for implementation have all required information available from requestors.

•Ensure SDC requests/projects are assigned to the respective Engineering Team leads within the agreed SLA.

•Handling of escalated/urgent requests with business impact justification.

•Ensure SDC requests/projects administration controls are in place in terms of reporting, billing and repository.

•Ensure Quality Assurance for SDC procedure & documentation during project/requests closure.

2.Develop streamlined designs and configuration to various SDC requests
•Provide technical consultancy and support to internal and external stakeholders on SDC service portfolio.

•Demonstrates commitment and ingenuity in expert application of available SDC process to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions to ensure that impact on operations is minimized.

•For all requests that can not be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.

•Regularly monitors the incident, status and speed of resolution of enquiry's and problems; is pro-active in devising improvements and recommending changes to systems, products or services Quality improvements/ upgrading.

•Act as Subject Matter Expert (SME) for SDC requests/projects initiation,business approval process, AT&T Shell Life Cycle Management Team internal approval process, contractual framework, & provide necessary coaching to team members & designers.

•Act as Global Closures focal point - including assisting in developing process,and arranging to onboard APME team with the process, and tracking that all closures activities are done in timely manner.

•Service Quality improvements.

•To provide required MI needed to report Dashboard & performance for SDC requests/projects. In addition, to produce quarterly TPA installed base report to key stakeholders on all TPA connections.

•Maintain SDC processes and procedures for any required changes/updates.

•Onboard SDC Front Office Team with SDC services, processes, procedures, and tools.

•Candidates with Cisco CCNA certification will have added advantage.

Knowledge/experience in:
•Switching: (LAN, Fast/Gigabit Ethernet, Spanning Tree Algorithms, etc).

•Routing and Relaying (Network Layers): (OSPF, BGP, etc).

•Multilayer Security Protocols and Systems: (Firewalls, IPSec, Authentication,etc).

•Transport End-to-End and IP packet QoS: (TCP/IP, etc).

•Citrix, Windows 2000/2003, or information security background is an advantage.

•Strong effective communicator and listener with the ability to explain complex technical matters to non-technical audiences.

•Understanding of business processes (service desk) and best practices.

•Proven ability to work with customers.

•Strong analytical skills and the ability to think outside the box.

•Ability to understand business problems and translate them into technical solutions.

•Dedication to customer satisfaction and service improvement, ensuring excellent customers experience.

•Proven ability to work in a global organization while addressing local issues.

•Demonstrated understanding of security principles especially in area of network perimeter; ability to apply them for specific cases.

•Personal behaviors and values that demonstrate the adoption of Service Excellence and that nurture openness, trust, support for all team members.

•Good level of cultural & diversity awareness.

•Good interpersonal, written and presentation skills.

*Submit your Updated Resume(word document) to vatsala@micom.com.my with current& expected salary.

Please do not hesitate to contact us for further clarifications.

Best Regards,
ProMicom Services (M) Sdn.Bhd
Tel: 06-632 2020
url : MICOM Computer Center