Console Support Shift Leads

Position: Console Support Shift Lead
Duration: 12 Months (Extended)
Location: Kuala Lumpur/Hybrid

Description:

Supervise all activities of the L1 SMC Monitoring team during assigned shifts.

Arrange and manage staff duty rosters, including breaks, holidays, medical leaves, and emergency leaves, always ensuring adequate coverage.

Guide and assist L1 team members in first-level troubleshooting and escalation handling.

Ensure smooth and orderly operation of L1 Event Monitoring support.

Ensure proper handover of outstanding incidents between shifts.

Act as Incident Coordinator, working closely with the Incident Manager during major or potential major incidents.

Provide guidance to the L1 team on daily tasks and escalations.

Collaborate with System and Application teams to develop SOPs for L1 troubleshooting procedures.

Act as change execution/coordination for change request to be performed by SMC team and work closely with Change Manager if change request execution has issues

Ensure L1 Support receives proper training and access privileges before SOP signs off.

Perform L1 SMC monitoring for production servers (Linux, Windows, WebLogic, Database, Storage, Network).

Conduct first-level troubleshooting for systems and applications.

Escalate unresolved incidents to L2/L3/L4 support teams.