System Analyst

5 hours ago

บงกม กรงเทพมหานคร, Thailand Lotus's (Ek-Chai Distribution System Co., Ltd.) Full time

System Analyst - Fulfillment, Security.
IT operations for Logistic/Transportation business.
Call handling experience in IT Service Desk.
Key Responsibility.
1. System Analyst - Fulfillment.
Investigate and diagnose technology issues reported via Service Desk or Operational Monitoring.
Collaborate with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems.
Identify wide impact issues and involve relevant teams to resolve within SLA.
Identify similarities, co co-relate incidents and raise problems records/defects for the support teams to identify a solution/workaround.
Retain ownership of customer s issues and keep them informed of the progress.
Possess detailed knowledge of relevant SLA s and their implications for support.
Possess in in-depth knowledge of processes and good grounding across technology wide procedures.
Identify, recommend and implement process improvements.
Publish knowledge base articles for any new issues identified.
Keep up to date with technology and use this knowledge to improve resolution times.
Identify the need for training and able to coach peers and team members on latest developments in Technology.
Generate and discuss daily/weekly/periodic reports relevant to calls and tickets volume.
Monitor call queues and assign relevant skills to Systems Analyst and ensure call volumes are evenly distributed.
Perform random audit checks on recorded calls, incidents and provides feedback to team members to ensure procedures are followed and quality is improved.
2. System Analyst - Security.
Design and maintain IT Security policy, standards and processes.
Stay up to date with security news, keeping an eye out for the latest vulnerabilities and remedies emerging in the field.
Actively liaise with the infrastructure team and the development team to ensure a secure environment, hardening and testing.
Provide regular reports auditing of security measure, security incidents, services and latest changes, as well as compliance to corporate policy and standards.
Provide security incidents respond as per Service Level Agreement (SLA).
Have responsibility for Application Security assessment to identify security weaknesses within Application.
Other Security Operations related tasks as assigned.
Qualifications.
Bachelor Degree or higher in Computer Engineering, Computer Science or related fields.
1-3 years experience in IT operations, development or programming for Logistic/Transportation business.
Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis.
Lotus's.
Ek-Chai Distribution System Co., Ltd.
Buengkum, Bangkok 10230, Thailand.

**Job skills required**: Compliance

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