Service Management Analyst

Bridgenet Solutions Sdn Bhd; Kuala Lumpur; In loco; MYR 60.000 - 100.000; Tempo pieno

Descrizione del lavoro

Bridgenet Solutions Sdn Bhd in Kuala Lumpur is seeking a capable ITSM specialist to ensure services meet SLAs and support transitions. The role involves producing monthly SLA, incident, and trend reports, and driving continual service improvement through KPI tracking and root-cause analysis.

Fresh graduates may apply for junior roles, while seniors with 5+ years of relevant experience are welcome for senior positions. Strong Excel, Power BI, and stakeholder management skills are essential.

Competenze

• Bachelor’s degree or diploma in IT/ CS or equivalent.
• Familiar with ITIL processes and ITSM tool proficiency.
• CMDB knowledge is an added advantage.
• Strong data analysis and KPI reporting capability.

Mansioni

• Ensure managed ITSM services are delivered to agreed SLAs.
• Support service transition such as onboarding, knowledge transfer, and process readiness.
• Produce monthly SLA, incident, and trend reports for customer management.
• Drive quality management through ticket audits, root-cause reviews, KPI tracking and continual service improvement plans.
• Duties to vary upon project or operations.

Conoscenze

ITSM

ITIL

SLA Management

Data Analysis

Power BI

Excel Advanced

Stakeholder Management

Communication

Dashboarding

Formazione

Bachelor’s degree in Information Technology, Computer Science

Diploma in Information Technology

Strumenti

CMDB

ITSM tools

Descrizione del lavoro

Established in 2003, Bridgenet specializes as a top-notch Information Technology Solutions Provider and Managed Service Provider for various businesses. We started off as a dedicated service provider in computer supporting systems and over the years, we have progressed to also develop programs that empower clients in maintaining their IT Infrastructure.

As a reliable security solutions provider, we have expand & retain talent which highly experienced certified engineers, sales and project team, the organization keeps itself committed to meeting its customer needs.

The company has also built strategic relationship with renowned organizations such as Cisco and many more, thus providing clients with greater reach and forming the basis for rewarding global partnerships.

Lately in 2021, Bridgenet have been acquired by Celcom Axiata Berhad and become part of the CDB Group to become the largest ICT solutions and services provider in Malaysia by speeding up digital transformations and modernizing our customers’ ICT infrastructures by prioritizing cybersecurity.

Job Description

Ensures managed ITSM services are delivered to agreed SLAs.

Support service transition such as onboarding, knowledge transfer, and process readiness.

Produce monthly SLA, incident, and trend reports for customer management.

Drive quality management through ticket audits, root-cause reviews, KPI tracking and continual service improvement plans.

Duties to vary upon project or operations.

Requirements

Bachelor’s degree / Diploma in Information Technology, Computer Science, or any equivalent.

For junior role, Fresh graduates are encouraged to apply. For Senior role, at least 5 years and above of relevant working experience.

Possess CMDB knowledge is added advantage.

Familiar with ITIL process (Incident, Problem, Change, SLA Management).

Familiar with ITSM tool proficiency with SLA reporting and KPI analysis.

Strong communication and stakeholder management for customer service reviews.

Strong Data analysis and dashboarding (Excel advanced, Power BI).

Familiarity with monitoring tools.

Quality and continual improvement methods.

Established in 2003, Bridgenet is a leading Information Technology Solutions Provider and Managed Service Provider for various businesses. Initially focused on computer support systems, we have evolved over the years to develop programs that empower our clients to effectively manage their IT infrastructure.

In 2021, Bridgenet was acquired by Celcom Axiata Berhad and became part of the CDB Group. This acquisition positioned us as the largest ICT solutions and services provider in Malaysia, accelerating digital transformations and modernizing our customers’ ICT infrastructures with a strong focus on cybersecurity.

Established in 2003, Bridgenet is a leading Information Technology Solutions Provider and Managed Service Provider for various businesses. Initially focused on computer support systems, we have evolved over the years to develop programs that empower our clients to effectively manage their IT infrastructure.

In 2021, Bridgenet was acquired by Celcom Axiata Berhad and became part of the CDB Group. This acquisition positioned us as the largest ICT solutions and services provider in Malaysia, accelerating digital transformations and modernizing our customers’ ICT infrastructures with a strong focus on cybersecurity.