Global Service Engineer (APAC)

IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients success.

www.IPC.com

The Global Service Engineer (GSE) will be a member of a Central 24x7 Remote Support Technical team dedicated to a specific customer – this be based in an IPC office working as part of a team on a shift rotation working on average 40 hours per week. The shifts will follow the sun model (APAC working hours ideally will be from 5 AM to 7 PM Malaysia / Singapore time), as well as the days of the week assigned. The Global Services Engineer role is critical to the success of the organization. This is a high-pressure, fast-paced environment that may cause additional work-related stress due to:

• Rotating 24-hour shifts
• High level of workload
• High client and internal expectations.
  
  

The GSE will be responsible for responding to service calls, managing Incident and Service Request tickets, escalating Problem tickets, monitoring the technical environment, and performing regular checks to validate the stability of systems. The goal is to ensure stable service is provided to IPC's end users and ensure adherence to our contractual Service Level Agreements (SLAs). The position will be based in our Kuala Lumpur Office and report directly to the Central Services Technical Manager for the Managed Services engagement.

Job Responsibilities:

• Technical Responsibility-
• Carry out the functions of the Tier 1 Technical Voice Service Desk with adherence to ITIL base and within the timeframes associated with IPC's SLA agreement.
• Technical Voice Service Desk includes knowledge and hands-on working knowledge on IPC Systems, Voice Recording systems, Session border controllers, and VOIP Gateways.
• Troubleshooting with PBX teams Includes (Avaya, Cisco CUCM, etc.), Voice recording includes (Verint & Nice) Session border controllers (SIP protocol & VOIP Technology).
• Maintaining and Monitoring Voice Systems of IPC and Allied products like Voice recording, Motorola WAVE/Twisted Pair.
• Performing regular changes (Upgrades and installation) on Cloud, Linux Kubernetes, and ESXI servers.
• System Administration-
• System Monitoring - Monitoring of global technology environment; taking actions when alerts are received.
• Preventative maintenance – Perform regularly scheduled tasks including Health Checks, Service Validation, and Reporting
• Front-end Incident Management; with a primary focus towards restoring services with SLAs
• Manage ticket routing to the appropriate 3rd party support teams.
• Execute break/fix instructions for IPC-provided technologies & Allied products.
• Gather and analyze log information associated with the incident for escalation to other Tiers.
• Front-end Service Request Management
• Coordinate service requests with on-site resources
• Remotely execute system changes to fulfill service requests.
• Manage service request ticket lifecycle.
• Front-end Change Management process
• Coordinate change tickets and manage change control documentation with the customer Change Control Board and assigned change managers.
• Manage the lifecycle of the change ticket.
• Perform actual changes like MAC (Move Add and Change) as deemed necessary
• Reporting and Documentation
• Ticket lifecycle support (Incidents, Changes, Service Requests) includes:
• Opening, tracking, and closing incident tickets.
• Providing timely customer-facing ticket updates, depending on the Severity/Priority of the ticket, to meet SLAs. Call key stakeholders if necessary.
• Swivel chair ticket entry in the IPC ITSM system (Remedy) where advanced IPC technical support is needed.
• Create tickets for all issues, incidents, and requests received via phone call, email, and chat.
• Classify incident and request severity and priority and manage tickets in accordance with Operating Level Agreements (OLAs).
• Maintain Run Book documentation – update workflows and procedures on a regular basis to keep the documentation current
  

Job Requirements:

• Bachelor's degree or equivalent with at least 3 years of front-line technical support or related service experience.
• Expertise with voice systems knowledge of general OS systems, Cloud applications, and Office software
• Ability to troubleshoot complex software and hardware issues.
• Hands-on experience in Telephony / Voice environment skills (PBX, SIP, and VOIP), Voice Recording (Nice / Verint), and Session Border Controllers.
• Configuring and maintaining Voice Systems, performing upgrades of Linux, Kubernetes, Cloud, ESXI and Windows operating systems.
• Performing installation, Configuration, and Administration of Voice Systems.
• Knowledge of cloud-based technology, along with database and network security systems.
• Ability to work under pressure, Ability to be self-sufficient, and work independently.
• Excellent communication, Strong organizing skills, and self-sufficient individual and leadership skills.
• Flexibility, Accuracy, and attention to detail, a willingness to contribute to all areas of the business as needed.
• Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies. Must have experience working with ITSM systems, such as Remedy.
• Experience supporting global customers, working with a wide array of individuals from end users to customer business executives.
• Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.
• Excellent organizational skills and written-verbal technical communication.
• Experience with supporting trading floors with IPC Unigy technologies is desirable.
• Proven experience in process improvements and automation is a plus.
• Methodical troubleshooting skills. Wireshark experience is a plus.
• SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies is desirable.
• Advanced skills with Microsoft Excel, Word, and Visio to support updating technical documentation and running books.