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Dell Senior Advisor, IT Service Operations in Cyberjaya, Malaysia

Senior Advisor, IT Service Operations

Cyberjaya, Malaysia

Driving human progress is not just about providing cutting-edge technology – it’s also about maintaining and supporting it. Our IT Service Operations team provides holistic support and proactive monitoring to maintain the overall health of IT applications, tools and infrastructure in complex global businesses. We are subject matter experts in hardware, data and software, security, information access, system performance and data integrity. We also work in partnership with other IT functions and departments to recommend process improvements and resolve system outages.

Join us to do the best work of your career and make a profound social impact as a Senior Advisor on our IT Service Operations team in Cyberjaya, Malaysia.

What you’ll achieve

As a Senior Advisor, you will be responsible for Dell Technologies Network Support and project deployment. You will work with cross functional team and engage business to validate and resolve the issues on Network Infrastructure.

You will:

  • Work in Network Voice operations team that provides operation support for Telecom PABX/Call center infrastructure Globally. Resolve Incident ticket raised by users/system

  • Implement Change Tickets and Work Order Requests raised by users/system. Provide support of Cisco & Avaya Voice/SIP trunk/Sonus SBC/Voice network issues globally

  • Maintain system availability by using Prognosis/Service Now and other Voice monitoring tool. Participate Major Incident Management call when there is P1/P2 Incident and able to communicate the issues clearly

  • Engage with Internet Service provider and vendor quickly by using portal or calling method. Collaborate with entire Infrastructure and application team to identify the issue

  • Prepare Trend analysis report of critical device failure list and drive resolution plan. Able to work in a fast-paced environment and keep updated with new technology

  • Prepare/update process documents and knowledgebase articles. Train end-user and team members on voice concepts, technology updates and new skills.

  • Drive shortest resolution and incident management of Voice Infrastructure issues by working directly with User/ Business Partner. Collaborate with Product team and implement automation

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • Minimum 8 years working experience in Network/Voice support. Must be able to work in rotation shift (24x7 and 12 hour shift)

  • Avaya certification will be added advantages. Knowledge in IPT/VOIP, Avaya One X, AAFD, Avaya Communication manager, Avaya Pod Fx, and Prognosis will be added advantages.

  • Exceptional customer service, problem solving, and good communication skills. Strong team player with ability to work in a team and independently

  • Excellent time management skills, strong organizational and documentation skills.. Fast learner, flexible and able to work on multiple tasks

  • Possess the ability to work independently with minimal management supervision and with a global team of engineers . Problem solving abilities to enable our business partners to operate more effectively.

Desirable Requirements

  • Bachelor’s degree in Computer Science / IT or equivalent.

  • Extensive network troubleshooting skill in complex environment, able to use all available monitoring tool and proactively resolve issues

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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