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Sr Analyst, IT Service Ops (Middleware)

George Town, Malaysia

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Job ID R028863 Date posted Aug. 16, 2019

Principal Accountabilities

  • Supporting the global Dell business users primarily on Manufacturing, Finance, Sales, Marketing & Services applications and other segments across the world.
  • Provide operations support and Change Management for Business to Business (B2B) and Middleware Enterprise solutions at Dell.
  • Provide support mainly on Incident Management, with involvement on Change Management and Problem Management
  • Resolve issue that had been logged through Helpdesk and ensure resolution will meet the SLA.
  • Willing to work on-call, on-site & multiple shifts in a 24 X 7 environment.
  • Schedule to support the applications and project deployment on weekends, or when required.
  • Application Support and maintenance to meet required service level agreement.
  • Responsible to provide application functionality that meet the business requirements.
  • Work closely with users for timely fix or enhancements and manage product quality with proper tracking.
  • Responsible in the planning and performance of system maintenance
  • Responsible in the update of support documentation
  • Responsible in analyzing and leading re-occurring problems.
  • Leading initiatives for the team.
  • Proposes and implements systems enhancements that will improve the reliability and performance of the system.
  • The ideal candidate must be able to quickly adapt and change direction, often managing multiple requests at the same
  • time
  • Communicates with all stakeholders (customers, development teams, end users, etc.) to address system issues.

Technical -> Business Acumen

  • Expanding knowledge of related disciplinary areas.
  • Broad knowledge within own specialty discipline.
  • Deep specialized knowledge in specific aspects of discipline.
  • Enhances own knowledge through understanding business trends and objectives.
  • Understands and foresees implications of decisions.
  • Knowledge of industry and business principles.
  • Develops and applies project management techniques.

Problem Solving

  • Applies analytical skills to evaluate and interpret complex situations/ problems using multiple sources of information.
  • Qualitative information
  • Quantitative research
  • Trend data
  • Presents problem analysis and recommended solutions in a creative and logical manner.
  • Creates new procedures and processes to drive desired results.
  • Handles diverse range of issues that require evaluation of a variety of factors including current business trends.
  • Develops skills to analyze ambiguous problems.
  • Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels.
  • Works with minimal direction.
  • Work is guided by operational and project objectives.- Manages multiple assignments and processes.
  • Independently determines approach to project.
  • Anticipates and prevents potential problems.
  • Independently develops solutions that are thorough, practical, and consistent with functional or customer objectives.
  • May be responsible for specific programs, customers and/or projects.
  • May provide technical guidance or influence the work of others.
  • Updates management on project/activity status.


  • Contributes to area by ensuring quality of tasks/services provided by self and others.
  • Extends capabilities by working closely with senior staff/experts within and outside the internal organization.
  • Provides process and policy advice.- Explains assumptions and methodologies.
  • Articulates pros and cons of an action in a clear manner.
  • Simplifies difficult concepts for non-technical users.
  • Regularly interacts with colleagues or customers generally up to senior level management.


  • Bachelor's Degree in IT or related field
  • Possess 3-5 years’ experience in applications support and/or development
  • Strong knowledge in Middleware technologies such as Oracle Weblogic, RabbitMQ, Webservers, Layer 7 API Management, GoldenGate and B2B.
  • Linux experience and Shell Scripting is a must.
  • Knowledge of EDI, A2A, B2B, EAI, XML, web services, SOA
  • IT Infrastructure knowledge
  • Good analytical, problem solving, negotiation and organizational skills
  • Strong interpersonal skills, very good command of English and excellent communications are mandatory
  • Strong team player with ability to work in a team and as individual contributor
  • Able to work with minimum supervision
  • Excellent written and verbal communication skills (English language)
  • Successful track record and demonstrated experience in a leadership role in a highly diverse, global organization.
  • Excellent troubleshooting and customer service skills
  • Ability to remain calm and think clearly in crisis situations
  • Ability to react quickly and take appropriate action under pressure
  • Must be able to coordinate activities and drive cross functional teams toward issue resolution
  • Analytical problem solving skills
  • Strong attention to detail and accuracy Professional maturity and excellent business acumen
  • Multi-tasking, organization, and planning skills
  • Conflict management and resolution skills

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