Associate GSOC NOC Analyst

IPC Systems; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global fintech firm seeks a dedicated client service professional based in Kuala Lumpur for their Service Desk role. The role includes managing incident tickets, monitoring network performance, and ensuring system compliance with SLAs. Candidates should possess a Cisco qualification and proven experience in a service desk environment. Strong communication skills and adaptability in a fast-paced team are essential. This position offers the opportunity to work with advanced financial technologies and requires commitment to service excellence.

Qualifications

• Proven Service Desk experience in client service.
• Ability to work in a fast-paced, multitasking team environment.
• Experience troubleshooting managed extranet services.

Responsibilities

• Open and manage Incident, Change Request, and Service Request tickets.
• Monitor network and application performance.
• Produce summaries and analyses for Incident reports.

Skills

Client service experience

Cisco qualification (CCNA or better)

Network performance monitoring

Excellent communication skills

Education

Bachelor's Degree or equivalent

Tools

MPLS

Remedy

Service Now

Job description

IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

www.IPC.com

About the Global Services Operations Centre

Our Service professionals are focused on client care and monitor our clients' voice, electronic communications, and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in Madrid and Kuala Lumpur operates a seamless and consistent follow-the-sun support approach, to ensure round-the-clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client.

Rotating schedule to allow the Global GSOC to operate 24 x 7 with Individual hours are to be agreed upon with the GSOC Global Vice President subject to business coverage requirements.

Job Responsibilities

Perform the function of the Service Desk with Adherence to ITIL-based process and within the timeframes associated with IPCs SLA management.

• Open Incident, Change Request, and Service Request tickets and manage throughout the ticket lifecycle, adhering to SLA commitments.
• Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.
• Dispatch cases in a timely manner for additional investigation when appropriate.
• Work with telecommunications and service providers globally to ensure timely fault resolution and escalation within our providers when necessary.
• Monitor network and application performance across a variety of platforms.
• Produce a summary of events and provide analysis for Incident reports (i.e. major outages, fault resolution, statistics, etc.)
• Identify areas for improvement and communicate these clearly and professionally to the management team.
• Must be able to work from the office as and when required by Hiring Manager

Job Requirements

Experience, Skills & Qualifications

• Client service professional with proven Service Desk experience.
• Commitment to service excellence with the ability to work in a fast-paced, multitasking, team environment.
• Cisco qualification (CCNA or better), or other relevant industry-standard certification.
• Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
• Demonstrable experience in fault isolation and troubleshooting within an MPLS environment.
• Experience with Trading and Compliance platforms and Applications, Cisco LAN/WAN, iPBX, VM Ware, and IP Voice services.
• Varied exposure to Internet technologies and platforms.
• Excellent oral and written communication skills (English).
• Strong work ethic and an energetic, influential, and diplomatic work style.
• Ability to provide shift cover as part of the GSOC team roster which will include weekends and

Desirable

• Bachelor's Degree or equivalent work experience.
• Experience in 'translating' technical information into business-appropriate language.
• Strong technical acumen with the ability to learn and be able to provide immediate solutions.
• Knowledge of global financial markets and market data products.
• Experience in Financial Services network environments with knowledge of trading voice equipment desirable (Experience with IPC technologies a plus).
• Working knowledge of Business Objects, MS Power BI, or similar reporting tools.
• Working knowledge of industry-standard ticketing tools i.e. Remedy, Service Now.
• Working knowledge of industry-standard proactive alarm monitoring tools would be preferred but not essential as will be trained.
• Asian regional languages preferred