L1 Console Support

Job Title: L1 Console Support

Department: SMC

Reports To: Console Support Shift Leads

Location: Kuala Lumpur, Malaysia + Onsite Office

Employment Type: Contract

1. Position Summary

L1 SMC Console Support is responsible for the monitoring of production infrastructure and applications including server, network, storage, backup, database and applications, scheduling job, L1 incident diagnosis, running on 12-hour shifts with the team covering 24-by-7.

2. Key Responsibilities

Core Technical Tasks:

System & Application Monitoring

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Perform L1 SMC monitoring for production servers across Linux, Windows, WebLogic, Database, Storage, and Network environments.

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Monitor applications to ensure availability and performance.

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Conduct daily health checks across all monitoring tools and escalate issues to the Tools Administrator.

Incident Management

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Perform first-level troubleshooting to resolve system or application incidents.

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Update and close incident tickets upon successful resolution.

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Escalate unresolved incidents to L2/L3/L4 support teams with detailed documentation.

Change & Task Execution

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Assist the Change Manager with simple change executions.

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Carry out daily tasks as per the assigned job list.

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Participate in activities assigned by the Shift Leader.

Batch & Backup Operations

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Monitor, update, rerun, and report on batch scheduling jobs.

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Monitor, update, rerun, and report on backup operations.

Security & Compliance:

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Compliance to Lenovo security and policies

Documentation & Reporting:

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Prepare daily, weekly, monthly, and ad-hoc reports for management review.

3. People Leadership (Include Only for Senior / Lead Roles)

Advanced Skills: None

Certifications: None

4. Required Qualifications

Education: Diploma studies and above

Years of Experience: 0 to 1 year

Technical Stack: Basic IT experience

Core Competencies: Well-spoken in English

5. Preferred Qualifications (Nice to have)

Advanced Skills: Added Advantage

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Experience in tools used for System and Application monitoring (e.g. Sitescope, Whatsup Gold, Solarwinds, ScienceLogic, Helix/ServiceNow ITSM, Quest Foglight, Dynatrace, NagiosXI, BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.

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Experience in backup system (veeam, veritas, vmware, etc) will be added advantage

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Experience in System (Linux/Windows/Weblogic/Database/Storage/Network) will be an added advantage.

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Experience in Control-M for batch scheduling or any equivalent tool on batch scheduling, monitoring of jobs will be an added advantage

Certifications: None

Industry Experience: None

6. Working Conditions

Schedule: 24x7 rotational based on work roster

Travel: None

Physical Requirements: Work in the ODC office (Bangsar South)