XTN-1FD4424 | GSD ANALYST (APPLICATION SUPPORT)

Role Summary

Responsible for supporting 24 x 7 Global Business-to-Business (B2B) Production Support in analyzing incident tickets and requests from customers or end-user, recommend solution, escalate to technical team and ensure closure within Service Level Agreement (SLA). Production Support can apply or fix simple changes to address concerns/issues raised from customer or end-users based on the analysis conducted.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Serves as the 2nd level support of Global Shared Service Center team running in 24/7 supporting all Amkor factories globally.

Monitor incident tickets, system generated alerts and requests from Customers, eBusiness Managers, Customer Service, Sales, factory B2B and other end-user in ensuring completeness of inbound and outbound delivery of customer data feeds.

Analyses incident tickets, system alerts and request then provide immediate solutions or recommendations.

Reads program codes to determine the root cause of the issue, apply fix for simple or standard changes, and recommend permanent solution.

Determine proper escalation to B2B Technical Administrator, Development team, factory-ETL if needed for more technical analysis.

Ensure all incident tickets and requests are closed with resolution in accordance with the defined Service Level Agreement (SLA).

Monitor ETL data loading for any delay and abnormalities. Escalate to B2B Technical Administrator, ETL or Development team when necessary.

Evaluate project deployments and ensure Production Hand over documentations are properly maintained when it is turn over to Production Support.

Monitor the incident trend per customer and present to B2B Improvement Initiative Team for permanent resolution with the goal to lessen the number of incidents (For leads only).

Supports the following applications Traffic, Electronic Data Interchange (EDI), Integration Service, Trading Networks, Cloud Services (Web.Data)

For team lead with subordinates, ensures work progress by monitoring/ controlling personnel activities through performance measurement and evaluation, enforcement of discipline, personnel counselling, and development.

Ensure ticket closures are following the Global Service Desk Quality Assurance standards.

Performs other functions as may be assigned from time to time by superior.

Supports Environmental Management system with respect to their job.

• Implements Environmental Management System with respect to their job
• Education/Knowledge
• Engineering or Computer Science
• Graduate, with knowledge in Information
• Technology/Computer Software, Manufacturing Operating Procedures, and
• Equipment Operating principles and
• Communication Interface

Requirements

Skills

Application Support, Customer Service, Troubleshooting, Infrastructure Knowledge, Technical Support, Data Analysis, Project Management, Structured Query Language (SQL), Scripting & Coding, and Excellent Communication

• Work Experience
• Minimum of 2 years in the same/related field
• External/Internal Contacts
• External: Suppliers, Consultants Internal, Customer Contacts
• Internal: Staff, Superiors, users, Management across different Amkor sites
• Work area not limited to Office Area. No exposure to industrial chemicals
• As previously mentioned.

About the Company

Intelletrace is a leading telecommunications company offering comprehensive support in data, internet, VoIP, voice, security, and managed services for businesses across the United States and internationally. We serve as a single point of contact, connecting businesses with top-tier carriers to meet their specific needs. Learn more about us at .

Candidate Location: Philippines, preferably in Metro Manila.

Highly competitive salary and benefits package based on experience and qualifications.

Permanent Work-From-Home arrangement.

Internet and Mobile Allowance.

Escalation Support: Receive and address Tier 1 escalations, providing prompt and effective resolutions to network-related problems.

Network Changes: Perform level 1-2 network change requests, ensuring changes are implemented accurately and according to established protocols.

Network Design: Contribute to network design activities, collaborating with engineers and architects to develop scalable and reliable network solutions.

Circuit and Network Installations: Coordinate and oversee circuit installations, network deployments, and infrastructure upgrades, adhering to project timelines.

Troubleshooting Expertise: Utilize advanced troubleshooting techniques and tools to diagnose and resolve complex network issues.

Documentation and Reporting: Maintain accurate and up-to-date documentation of network changes, designs, and installation processes.