Technical Support Analyst

3 years exp

**Roles & Responsibilities**

**Job Title: Technical Support Analyst**

**Job Type: Contract 12 Months (Extendable)**

**Job Location: East, Singapore**

**Our Client**:It is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

**Responsibilities**:

- Participate/ facilitate in critical and major technical bridges or activities, leading and driving calls to resolution to meet group MTTR objectives.
- Correlate critical alerts on monitoring platform with actual system outages.
- Exercise sound judgment in determining priorities and enlisting support of others to prevent compromises to business or client service level agreements.
- Monitors troubleshoot and attempt resolution on anomalies detected on various server operating systems and infrastructure.
- Analyse monitoring results of business-critical infrastructure and services and provide recommendations to improve detection and resolution.
- Follow documented operations processes and resolution/escalation procedures.
- Resolve standard incidents promptly without escalation.
- Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards. Follow up on tickets assigned to the team to meet group objectives.
- Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
- Propose and participate in the implementation of process/procedure improvements to better the department and services provided.
- Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
- Offer effective/sound recommendations to address repetitive issues.

**Basic Qualifications**
- Minimum of 3 years of work experience or a bachelor’s degree

**Preferred Qualifications**
- Bachelor's degree in IT, Computer Science, or a related discipline.
- Possess Information Technology Infrastructure Library (ITIL) Foundation Certificate.
- Has an excellent understanding of Open Systems environment (Unix, Windows & Linux).
- Has experience with monitoring tools or other ticket management tools.
- Hands on experience or knowledge of analytics tool (Splunk, Grafana) would be an advantage.
- Has 3 or more years operational experience, working in a level one or operational support environment.
- Has excellent interpersonal, customer service skills and English communication skills, both verbal and written.
- Able to effectively communicate at a staff level and senior management level.
- Able to work on own initiative and independently.
- Must be meticulous, highly motivated and portray a sound business ethic.
- Must be able to work effectively and productively in a team and be collaborative with all other teams.
- Must be able to multitask and prioritize work.
- Must have an analytical mind - be able to analyse situations and offer solution to common problems.

**Working Hours**: This position requires to work 12 hours shift work during the dayshift (with a 2-week rotation). And when scheduled, would be required to work weekends and public holidays.

RMA Contracts is a professional Business Process Outsourcing (BPO) service provider that is dedicated to delivering a spectrum of innovative BPO services using cutting-edge technology for business success.

As a one-stop integrated BPO partner, RMA Contracts is focus-driven on providing adept business solutions to streamline core business practices in today's challenging business environment in the areas of HR Consultancy, Recruitment and Manpower Outsourcing, Digitisation and Transaction Processing, Customer Relations and Managed Services.