This Technical Specialist position is part of a small dynamic team within Global Operations to manage implementation and provide Technical Support for Common Platform Shared Services. This Role also includes additional responsibilities where necessary such as Integration with production and operational management networks and ensuring compliance to policies and standards for Process, Technology and Security. This role facilitates the knowledge and experience to regional team for any of their local implementations with the working relationship with various global technology teams.

Responsibilities:
1.  ) Implementation Responsibilities:
•    Hands on & Execution of Implementation works for new and upgrade of IT Infrastructure with standard platforms on Network/Servers Technologies carried out in compliance with best practices as categorized in the following.
•    Release Management: Using Release Management Process for deployment and implementation which includes Disaster Recovery Site with defined Technical Recovery Plan. Perform validation and vetting of documentations that include OPS Runbook, Support Manual, Work Instructions, Check List, Known Errors and Deficiency List which are required for effective Incident Management. Integration of all devices to the Monitoring System.
•    Change Management: Responsible to validate and vet Change Request to ensure compliance that includes verification checks & fallback procedures.

2. ) Technical Support Responsibilities:
Take Global support role for Asia, EMEA and US. Provide Point of escalation Contact for 2nd level troubleshooting with end-to-end ownership for technical support carried out in compliance with best practices as categorized in the following.
•    Incident Management: Provide Single Point of Contact to fix or escalate incidents with agreed Mean-Time-To-Recover (MTTR) for service restoration and also using tools to analyse incident and ensuring process compliance.
•    Providing Service Recovery Work Instruction to 1st Level Operations and assistance to fix 80% of incident by them.
•    Being a member of Technical Recovery Team to resolve severe incidents and also escalation to Management followed with Post Incident Review of Work Process & Instructions.
•    Problem Management: Analysing & defining problems using Problem Management Tools for Root Cause Analysis and update entries to the Known Error Database.
•    ITSCM: Executes Power Down Test & Site Failover Test, which includes recovery action.
•    Facilitation of support knowledge and experience to the regional team members for their local implementation.