EXECUTIVE, INFORMATION TECHNOLOGY

Objective

1. Ensure systems are maintained and the performance monitored
2. Execute enhancement / development to meet user requirement

Job Description

System Monitoring

• To ensure IT application / system is up and running at optimum performance by constant monitoring and necessary fine tuning, if required.
• To ensure early detection of application issues via consistent assessments.

Planned Maintenance

• Ensure execution of all planned and corrective maintenance for all software applications.

Data extraction and Report Development

• Develop reports or tools when needed.
• Ensure each report or system development according to user specification.

User Request Management

• Attend to customer request on possible IT and other electronic based solutions in line with PTP business requirements.
• Facilitate discussion with requester based on the requisition form submitted to IT.
• Advise possible solutions to meet the requester requirements
• Conduct background investigation and other clarifications work to ensure completeness, accuracy and credibility of information.

Change Management

• Develop and enforce effective operating procedures with regards to managing operational application systems such as change control, version management, etc.
• Facilitate User Acceptance Test with Users when required.

System Enhancement

• Analyze any request for new or enhancement of the application systems and plan execution accordingly
• Manage or participate in installation, upgrade and enhancement process

Project Management

• Participate and/or facilitate in all phases of application system project, from selection of products to handover, as necessary.

User Access Maintenance

• To create and manage user accounts for all application systems.

Compliance

• Ensure documents are updated timely and accurately and following IMS/ISO standard format.
• Ensure SOP is fully enforced and adhered to by whole department.​

IT Policies and Information Security

• Ensure information security aspect is not compromised
• Responsible for the implementation of Information Security (IS) and IT policies that reflect the organisations needs with regard to the protection of information and assets and the integrity and privacy of the organisations intellectual property.

Service Desk Management

• Provide 1st point of contact for telephony, email, ticketing system services to customers facing support for initial fault diagnosis or new IT services; liaise with customer throughout the support cycle to ensure satisfactory resolution of problem.
• Monitor Service Desk for tickets assigned to the queue and process first-in-first-out based on priority/severity. Provide and maintain status update of the tickets/IT service request
• Provide IT helpdesk services from service requisition/issue creation until closure within the Service Level Agreement

Others

• Undertake any other duties as directed by the Superior from time to time.

Qualifications & Skills

Qualifications

• Candidate must possess at least a Graduate Bachelor Degree in Computer Science/Information Technology or equivalent

Experience

• Experience in application development and support
• Relevant experience working in customer service environment and Enterprise System Support
• Experience in various programming languages and database systems

Skills

• Experience in supporting applications, office automation, Desktop client, networking and Microsoft servers.
• Familiar with ITIL Service Desk setup. Certification in ITIL would be an added advantage.
• Good communication skills with various stakeholders.
• Ability to explain technical solutions to stakeholders in clear plain language that can be easily understood.
• Customer service oriented and willingness to learn new technology and disciplines.
• Able to work at odd hours when required and willing to work on shift if requested.