IT OPERATIONS ANALYST II

Monitors and troubleshoots application issues, performing root cause analysis and ensuring timely resolution of problems.

Job Requirements

Business title
SIAM Major Incident Analyst

Dimensions

• Environment: TE’s SIAM (Service Integration and Management) team is a global function, acting as a service integrator that manages multiple internal and external service providers to ensure seamless service delivery to over 40,000 TE users in more than 50 countries, utilizing over 1,000 applications. It is part of the larger Service Management organization under Global Infrastructure Solutions. The SIAM team owns and operates key ITSM processes, namely Incident, Problem, Change, and Knowledge Management, across multiple actors, in addition to Service Level Management (SLM) and Continual Service Improvement (CSI). Team members are located in all three regions: APAC, EMEA, and AMER.

Responsibilities & Qualifications
Primary Responsibilities:

Major Incident Handling:

• Facilitate the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders.
• Act as a point of contact for all assigned major incidents, driving resolution and accountability.
• Ensure adherence to agreed service level agreements (SLAs) and escalation procedures.

Incident Coordination and Communication:

• Facilitate incident response calls with technical teams and stakeholders.
• Provide timely and clear communication to leadership, customers, and affected business units.
• Issue post-incident reports and service updates to relevant parties.

Root Cause Analysis & Problem Management:

• Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents.
• Recommend and track corrective actions to prevent recurrence of similar issues.

Stakeholder Management:

• Build strong relationships with key business and IT stakeholders to ensure alignment on major incident response plans.
• Respond promptly to all requests from management for information and complete all assigned projects in a timely, accurate manner.
• Drive consistency in ITSM process execution across multiple actors.

Continuous Improvement:

• Drive process improvements and lessons learned from incidents to enhance incident response effectiveness.
• Contribute to the refinement of ITIL 4-aligned processes, including incident, problem, and change management.

Monitoring & Reporting:

• Maintain accurate documentation of major incidents, including timeline, actions taken, and final resolutions.
• Remote Support & Troubleshooting
• Provide remote technical support for desktops, laptops, printers, and peripherals.
• Troubleshoot and resolve network connectivity issues (Wi-Fi, VPN, LAN/WAN, DNS, DHCP).
• Support users with remote access tools (VPN clients, RDP, Citrix, etc.).

Qualifications:

• 2-3 years of experience in Operational/Service Management/ SIAM

Competencies
Required:

• Basic knowledge of ITIL 4 practices, specifically incident, problem, knowledge and change management.
• Familiarity with IT service management (ITSM) tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
• Understanding of IT infrastructure components (networks, servers, applications, cloud environments).
• Prefer hands-on experience in end-user support, Windows PC troubleshooting, and understanding issues involving multiple infrastructure components.
• Ability to interpret monitoring and alerting data to support troubleshooting efforts.
• Excellent verbal and written communication and interpersonal skills to engage technical and non-technical stakeholders.
• Strong problem-solving and analytical abilities under high-pressure situations.

What your background should look like

Generally requires Bachelors degree in appropriate field or local equivalent with a minimum of 3 years of progressively responsible professional level experience.

Competencies Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

Job Locations:

UNIT 1301, LEVEL 13, WISMA PROSPER BLOCK B, KELANA
PETALING JAYA SELANGOR, Selangor 47301
Malaysia

5 FLOOR, A1, SUZHOU 2.5 INDUSTRIAL PARK, SUSHENG R
SUZHOU, Jiangsu 215028
China

Posting City: Petaling Jaya Selangor Job Country: Malaysia Travel Required: Less than 10% Requisition ID: 154142 Workplace Type: Remote External Careers Page: Information Technology