Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Req #4677
Monday 13 June 2022



We are looking for a highly motivated individual looking for an opportunity in a global organization to be responsible for the identification and resolution of production system’s problems. This includes but not limited to receiving escalated problem calls, documenting those calls, troubleshooting the problem, triaging the problem (prioritize), escalating those calls to the appropriate party for resolution, tracking the resolution process and identifying fixes that will improve the department’s ability to support our global presence. Other duties include working with other groups/departments to improve systems based on problems identified, creating and maintaining processes and procedures and working in a team environment to meet the goals of the operations team. Analyzing current systems and make recommendations for improvements. Can effectively write and communicate production problems to the organization.


In addition to monitoring Prometric’s systems, this position will be responding to trouble tickets received through our ticketing system based on priority and impact to the business. This position should have a strong background in Windows products and applications, with strong troubleshooting skills diagnosing technical issues. The candidate will have experience troubleshooting servers, databases, applications, networking, and overall interaction between each of these layers. Many of the applications supported are proprietary but run on Windows servers. The applicant should have the ability to quickly learn new applications and business systems while working in a team environment. This requires a self-starting mentality and an eagerness to learn. This position offers great experience working on global business systems and the ability to learn and develop new skills while working on projects.




·         Monitor and resolve production problems

·         Night shift - 5 day rotation schedule includes holidays

·         Troubleshoot problems to determine severity and priority

·         Resolve problem or escalate to the resolution person/group

·         Handoff information to resolution party

·         Maintain communications with resolution party until problem is resolved or a workaround is put in place

·         Track (document) problem through resolution

·         If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future

·         Identify and document fixes that require program changes and/or procedure changes

·         Work with other groups/departments to assist in creating permanent resolution/fixes

·         Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness

·         Monitor production systems using HP OpenView and other applications and respond accordingly

·         Create and/or maintain operations process/procedure and problem resolution documentation as required

·         Assist other Operations Engineers, as needed




·         Excellent analytical skills

·         Excellent technical troubleshooting skills as it relates to:

o    Microsoft OS (Windows 2003, 2008)

o    Network Technologies (routing, switching, load balancing)

o    Security (Firewall, VPN)

o    Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)

o    Java

o    HP OpenView experience a plus

·         Excellent customer service skills

·         Excellent verbal and written skills

·         Ability to influence/facilitate and negotiate with other groups, departments, individuals

·         Ability to make timely decisions

·         Detail oriented

·         Process oriented

·         College degree preferred

Other details

  • Pay Type Salary
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  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia