急招ART Analyst，有意者请发简历至QQ邮箱：149854942@qq.com   有任何疑问请联系QQ或致电13856019563  ，谢谢！

Location: GZ

Job Function

ART, Advanced Resolution Team, is thesecond tier support of Mars Helpdesk. The ART Analyst is responsible for 3 keyareas: 1) Act as the 2nd tier support to solve user issues escalated by 1stlevel helpdesk. 2) Monitor global infrastructure including servers and network,follow-up on those alerts. 3) Crisis management and problem management toensure the resolution of crisis and follow-up.

Furthermore, ART is responsible for theprovision of technical expertise to resolve complex infrastructure problems.ART needs to work with other teams globally to deliver the deployment of newtechnology and accomplish the project. The successful candidate will also workwith tier 3 expert centre groups to assist in the take-on and support for newtechnologies and drive Problem Management based on the ITIL - IT InfrastructureLibrary framework.

Note, a critical component of this role isthe successful candidate’s ability to commence work at 7:00am, work weekendsand holidays as scheduled.

Responsibilities Areas

·        Respond to events (customer calls, automatically generated alerts, emailrequests, voice mail, etc.) for all technologies supported within predefinedservice. Perform initial diagnosis of technology or application relatedproblems. Promptly escalate alerts and issues to appropriate functional ortechnical experts as required.  

·        Quickly develop necessary technical and functional skills through training, onthe job experiences, cross training with experienced analysts, etc.

·        Assist in performing monitoring, intervention, escalation, and communication ofany issues having an impact on any aspect of the production environment.Maintain awareness of production environment at all times across a wide rangeof technologies.

·        Assist in definition and documentation of processes and procedures, maintenanceand enhancement, including change control processes, problem recording andreporting, updates and final solutions, assigning problems to resources capableof handling them and participation in root cause analysis, etc.

·        Resolve problems based on documentation. If problem cannot be resolved, workwith tier 3 expert teams on resolution.

·        Be able to handle Crisis management for infrastructures outages across regions.Act as liaison with associates outside the GTS and keep all appropriate peopleat all levels of the business informed of problems, during planned andunplanned outages, etc. Included in decision making process when operationalproblems arise.

·        Develop necessary skills to become Global and/or Regional technical lead rolefor one or two specific technology areas.

·        Assist ART Manager in delivering operation review and performance sustainment,identifying areas for improvement and taking actions.

·        Play a key role in the knowledge management and training of zone 9 ART analysts

·        Manage or participate in GTS take-on projects as required.

·        Act as conduit between ART, PSC and expert centre for everyday operation,knowledge sharing, etc.

Qualifications and Relevant Experience

Personal Attributes

·        Demonstrated ability to be a self-starter, work independently, takeinitiative/ownership, and achieve stated goals and objectives is required.

·        Strong customer orientation with a focus on delivery of value added service.

·        Self-reliance, strong personal integrity and emotional stability.

·        Ability to work effectively in a flexible and changing environment, managemultiple activities and priorities, and work well under pressure.

·        Excellent interpersonal skills. Ability to work with individuals/teams acrossmultiple cultures sites and time zones.

·        Appreciation of other Western/Eastern cultures.

·        Strong verbal and written communication skills.

·        Ability to communicate and work effectively with all levels of associates fromoperational to senior management.

·        Demonstrated ability to learn new technical skills quickly, and to apply thislearning.

·        Ability to work hands on in the technology.

Technical Skills

·        Knowledge of Microsoft servers and business products like Outlook, OCS etc.,Routers, LAN and WAN systems, NetWare, Lotus Notes.

·        SAP / Unix / Oracle experience an advantage. Have primary understanding on SAP,including the structure & function of each module. Be familiar with Oracledatabase structure and basic administration task. Oracle OCA/OCP certificatepreferred

·        Working experience of problem management system, for e.g. Tivoli Service Desk,Remedy, Magic or any other similar packages.

Qualifications

·        Need to have at least one formal industry qualification or relevant provenexperiences in the area of speciality.

·        Undergraduate degree (MIS or Computer Science a plus) or equivalent businessexperience

·        ITIL Qualification or demonstrated thorough understanding of ITIL

Experience

·        Minimum of 4-6 years professional experience in Information Technology setting.

看来学好英语才是硬道理，啥其他的都是浮云，:(

支持这类信息

davidyeung 发表于 2012-12-5 17:09
看来学好英语才是硬道理，啥其他的都是浮云，

支持这类信息

玛氏吧？确实要英语好才行。

longher 发表于 2012-12-7 15:04
玛氏吧？确实要英语好才行。

呵呵 你英语还不错嘛 一看就知道玛氏！

IT-hunting 发表于 2012-12-7 16:52
呵呵 你英语还不错嘛 一看就知道玛氏！

同志们，这可以个有，希望大家多多支持！！！小的这厢有礼了！