Keywords: NOC, Service Desk, ITIL, SLA management, Client management, Ticketing tools
Our client is a global leader in providing technology and service solutions to the financial markets. They are currently seeking a NOC Analyst to join their team based in Kuala Lumpur. This role offers an exciting opportunity to be part of a dedicated team focused on delivering exceptional client care, monitoring voice, electronic communications, and trading infrastructure. The successful candidate will have the chance to work within a diverse and inclusive workforce, committed to nurturing talent and promoting from within.
* Global leader in financial market technology solutions
* Diverse and inclusive workforce with opportunities for career progression
* Further develop service desk & NOC exposure within a global firm
What you'll do:
As a NOC Analyst, your role will be pivotal in ensuring smooth operations for our global clients. You will be responsible for performing key functions of the Service Desk, managing incidents, change requests, and service request tickets throughout their lifecycle. Your excellent communication skills will be utilised as you liaise with global telecommunications and service providers for timely fault resolution. Monitoring network performance across various platforms will be a regular part of your day-to-day tasks. You will also produce summaries of events and provide insightful analysis for incident reports. Identifying areas for improvement and communicating these effectively to the management team will be crucial in this role. Flexibility is key as you may be required to provide shift cover as part of the roster.
- Perform the function of the Service Desk adhering to ITIL-based processes and SLA management.
- Open Incident, Change Request, and Service Request tickets managing them throughout their lifecycle.
- Ensure regular updates to tickets and clients as per the incident lifecycle procedures.
- Work closely with telecommunications and service providers globally for timely fault resolution.
- Monitor network and application performance across various platforms.
- Produce summary of events and provide analysis for Incident reports.
- Identify areas for improvement and communicate these professionally to the management team.
- Provide shift cover as part of the team roster including weekends and public holidays.
What you bring:
The ideal candidate for the NOC Analyst position brings a wealth of experience from previous Service Desk roles. Your commitment to service excellence, even in a fast-paced, multi-tasking environment, sets you apart. Your experience in supporting managed extranet services will be invaluable in this role. You have demonstrated experience in fault isolation within an MPLS environment and are familiar with Trading and Compliance platforms, Cisco LAN/WAN, iPBX, VM Ware, IP Voice services. Your excellent oral and written communication skills will be essential in this role.
- Proven experience in a Service Desk role.
- Commitment to service excellence in a fast-paced, multi-tasking environment.
- Experience supporting and troubleshooting a managed extranet service.
- Knowledge of Trading and Compliance platforms, Cisco LAN/WAN, iPBX, VM Ware, IP Voice services.
- Excellent oral and written communication skills (English).
- Certifications such as ITILv4, CCNA would be an advantage.
- Ability to work permanently on night shift.
What sets this company apart:
Our client is a global leader in providing technology and service solutions to the financial markets. They pride themselves on their ability to anticipate and solve problems, setting the standard with industry expertise, exceptional services, and comprehensive technology. Their global financial community includes over 6,000 market participants across six continents. They are committed to attracting, nurturing, and promoting diverse talent across their workforce and fostering a sense of belonging within their employee family.
What's next:
Ready for an exciting career move? Apply today by clicking on the link!
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C
