Position Title: ART Analyst
Zone:
Z8 / Z9
Job Function
The ART Analyst is responsible for call/event monitoring and follow-up of alerts for systems hosted throughout the Mars Inc. organisation. Furthermore, the ART is responsible for the provision of technical expertise to resolve complex infrastructure problems and working together with other teams within the Global Technology Support (GTS) organisation. The successful candidate will also work with tier 3 expert centre groups to assist in the take-on and support for new technologies and drive Problem Management based on the ITIL - IT Infrastructure Library framework.
Note,
a critical component of this role is the successful candidate’s ability to commence work at 7:00am, work weekends and holidays as scheduled.
Responsibilities Areas
· Respond to events (customer calls, automatically generated alerts, email requests, voice mail, etc.) for all technologies supported within predefined service. Perform initial diagnosis of technology or application related problems. Promptly escalate alerts and issues to appropriate functional or technical experts as required.
· Quickly develop necessary technical and functional skills through training, on the job experiences, cross training with experienced analysts, etc.
· Assist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment. Maintain awareness of production environment at all times across a wide range of technologies.
· Assist in definition and documentation of processes and procedures, maintenance and enhancement, including change control processes, problem recording and reporting, updates and final solutions, assigning problems to resources capable of handling them and participation in root cause analysis, etc.
· Resolve problems based on documentation. If problem cannot be resolved, work with tier 3 expert teams on resolution.
· Be able to handle Crisis management for infrastructures outages across regions. Act as liaison with associates outside the GTS and keep all appropriate people at all levels of the business informed of problems, during planned and unplanned outages, etc. Included in decision making process when operational problems arise.
· Develop necessary skills to become Global and/or Regional technical lead role for one or two specific technology areas.
· Play a key role in the knowledge management and training of zone 9 ART analysts
· Manage or participate in GTS take-on projects as required.
· Act as conduit between ART, PSC and expert centre for everyday operation, knowledge sharing, etc.
· The ability to commence work at 7:00am, work weekends and holidays as scheduled.
Qualifications and Relevant Experience
· Strong self-motivation and the ability to work with minimum direct supervision.
· Ability to work independently.
· Excellent customer service and interpersonal skills.
· Self-reliance, strong personal integrity and emotional stability.
· Ability to operate across concurrent tasks/projects.
· Ability to work hands on in the technology.
· Ability to communicate and work effectively with all levels of associates from operational to senior management.
· Clarity of both written and spoken expression.
· Appreciation of other Western/Eastern cultures.
· Tivoli Workload Scheduling or similar batch scheduling product.
· Working experience of problem management system, for e.g. Tivoli Service Desk, Remedy, Magic or any other similar packages.
· Knowledge of Routers, LAN and WAN systems.
· SAP / Unix / Oracle experience an advantage.
· Need to have at least one formal industry qualification or relevant proven experiences in the area of speciality.
· Demonstrated ability to learn new technical skills quickly, and to apply this learning.
· Initiative, self-reliance and proactiveness.
· A strong customer orientation with a focus on delivery of value added service.
· Ability to work with individuals/teams across multiple cultures sites and time zones.
· Undergraduate degree (MIS or Computer Science a plus) or equivalent business experience and minimum of 4-6 years professional experience in Information Technology setting.
· Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure.
· Demonstrated technical skills & aptitude to learn quickly.
· Strong verbal and written communication skills.
· Demonstrated ability to be a self-starter, work independently, take initiative/ownership, and achieve stated goals and objectives is required.
· Qualification or thorough understanding of the ITIL framework.
Key Competencies:
· Action Orientated
· Functional / Technical Skills
· Customer Service
If you are interested in the position, and would like more information, please contact eileen.
eileen@millennium-soft.net （MSN）
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发表于 2008-12-17 10:22
