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L3 and Problem Management Engineer

Information technology
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Bangsar South, Kuala Lumpur

About The Job

L3 Incident Management: Co-ordinate with NOC and Incident Co-ordinator in the identification of L3 Incidents; manage L3 Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate NOC, Technology Support and Customers to ensure accurate and appropriate communications during L3 Incidents.

Root Cause Analysis: Coordinate and identify Root Cause for all L3 incidents; identify known errors and issue timely and concise updates on findings; document and track all resolutions.

Problem Management: manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate NOC, IT staff and Customers to ensure accurate and appropriate communications during Problems; Track and monitor repeat issues to eliminate trends and normalize support operations.

Trend Analysis: produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved. 

Job Requirements

  • Demonstrable customer management / service skills. 
  • Experience of working within a busy first level service desk environment   in a L3 incident management or problem manager role. 
  • Good understanding and awareness of the ITIL Problem management process and procedures would be a plus. 
  • Strong individual with the ability to communicate and negotiate at all levels.  
  • Good organisational skills plus the ability to motivate people across the organisation to provides solutions. 
  • Good IP knowledge and troubleshooting especially on routing protocols, WAN technologies and VPN. 
  • Good hands-on on Virtual Access, Cisco, Juniper, VMware and NMS products. 
  • Sound knowledge in Unix platforms. 
  • Preferably educated to degree level or equivalent 
  • Good interpersonal, communication and presentation skills 

Our Culture


We empower our end-clients to focus on their core business while we take care of the technicality, complexity and capital needed to deploy the right IoT strategy for their businesses 


 Enterprises worldwide are capitalizing on the Internet of Things (IoT) to drive business transformation and deliver innovative connected services. IoT holds the potential to reform how businesses are currently operated across the utilities sector, financial services and retail amongst others. The future will be driven by enterprises that embrace IoT as a strategy to streamline business growth. 

At N’osairis we foresee and understand that the IoT wave will hit the emerging Asian countries sooner than later and are in the forefront of enabling enterprises to embrace business optimization by providing Turnkey IoT Services.