About T-Systems
Incorporated as T-Systems Sdn. Bhd and having achieved the Multimedia Status Company (MSC) status, we are unequivocally committed to develop Malaysia as the operations' hub for the Asia-Pacific region to provide an extensive range of ICT services to our customers. T-Systems is Deutsche Telekom’s corporate customer arm. Using a global infrastructure of data centers and networks, T-Systems operates information and communication technology (ICT) systems for multinational corporations and public sector institutions. With offices in over 20 countries and global delivery capabilities, T-Systems serves companies in all industries – from the automotive industry to telecommunications, the financial sector, retail, services, media, energy and the manufacturing industry all the way to government agencies and the healthcare sector. Approximately 45,300 employees worldwide use their industry expertise and ICT know-how to provide top-quality service. T-Systems generated revenue of around EUR 8.8 billion in the 2009 financial year. In Asia Pacific, T-Systems offers our customers business flexibility through the major business hubs in China, Japan, Malaysia and Singapore.
Develop further. With us.
Because T-Systems' success depends on every individual, we offer our employees complete dedication and individually tailored development opportunities. That is why we at T-Systems build on professionalism, lifelong learning, individual responsibility and individual advancement. Development discussion, performance management systems, development discussion, performance management systems, development programs, international networks and interdepartmental know-how transfer in cross-border projects: We offer you plenty of opportunity to achieve your potential and pursue personal career advancement as a technical specialist or manager. Because individual development sets up the best conditions for ensuring top performance in a team. At T-Systems we aspire to build a corporation of enhanced workforce diversity and culture with a focus that goes beyond race and gender, and is inclusive of diversity of age, language, thinking style, culture and educational levels.
We want to be the best. For the benefit of the customer, the company and every individual. And we know that our employees ensure T-Systems' success - today and tomorrow.
Release Management Analyst [2820]
(Selangor)
ROLE PURPOSE:
- Schedule and Control releases planned for the Hosting & Storage IT infrastructure to ensure releases deployed for the Shell Global Account IT infrastructure are tested, documented, communicated and approved.
- Design, Report and Improve the T-Systems release management process for Shell Global Account to enforce planning and testing of releases by engineering teams, and implementation of maintenance windows to minimize service outages to customers.
KEY ACCOUNTABILITIES:
- Support the operations teams to deliver on their service delivery process KPIs, with an invoice value of 5m per month.
- Enforce the proper testing of releases prior to rollout and implementation to the IT infrastructure.
- Optimize the release deployments via efficient scheduling of engineering activities to the bundling of releases to minimize downtimes for customer’s infrastructure landscapes.
- Ensure approvals from both operations and customers are received in time to maintain release schedules.
- Provide and conduct training to constantly increase process awareness and knowledge of operations support teams.
- Ensure planned and emergency infrastructure releases are approved and communicated to affected customers for 18,000 systems – server, storage, middleware (and increasing)
- Maintain a Definitive Software Library as a reference for service level reporting in addition to supporting compliance of images deployed to production infrastructure
- Implement a standardized and efficient Release Mgmt process for T-Systems’ customer accounts
- Perform continuous service improvement via process simplification and control
- Develop trending reports for service level management and communication workflows to maximize awareness of release deployments
- Publish, update and maintain process documentations and release calendars for service transition, training and audit purposes.
- Represent T-Systems in process forums such as Global Release Scheduling Boards and Subject Matter Expert forums.
KEY CHALLENGES
- Adapting and applying multiple service management tools from T-Systems as well as customer accounts
- Aligning and embedding business requirements into standard T-Systems release management processes to minimize customizations while maintaining flexibility to the customer
- Developing reference models for assessing risks of releases to infrastructure based on various technologies that are supported by different account suppliers
- Encouraging operations team representatives to participate in Release Scheduling Board review meetings.
- Organizing and chairing internal and external cross-functional stakeholder meetings to prepare and agree release schedules and maintenance downtimes.
- Engaging with internal and external focal points and customers across global service delivery locations for service operations and review meetings
- Adhering to strict release calendar review timelines to ensure infrastructure releases can be approved and implemented according to planned schedules
- Regularly conduct process retraining to refresh or update operation teams with the latest release management policies and procedures
- Balancing security and compliance requirements in process design and implementation to avoid overwhelming release management processes with too much supervisory overhead
- Participate in regular audits which require heavy evidencing and strict interviews on process effectiveness in operations
QUALIFICATIONS (SKILLS, KNOWLEDGE, BEHAVIOR) :
- A Bachelor’s Degree in IT, Computer Science or Systems Engineering
- Minimum 1 year in IT operations or technical support
- At least 3 years in an IT service management or process role
- At least one of the following certifications would be an advantage – ITIL Foundation, Business Analyst, Kepner-Tregoe
- Knowledge of Hosting & Storage Infrastruture:
- Wintel, Linux/Unix, Storage, SAP
- Global Data Center Floor Management
- Middleware Landscapes – XI, EIA, Portal Biztalk
- Skilled in Office Productivity Suites – especially MS Excel, Powerpoint & Visio (MS Access is an advantage)
- Experienced in using service management and ticketing tools
Expected Skills & Experience:
- Stakeholder Engagement
- Negotiation & Influencing
- Coordination
- Time Management
- Service Improvement
- Process Design
- Presentation Skills
- Values Diversity
Competencies Required:
- IT Service Delivery & Support Processes
- Champions Customer & Stakeholder Focus
- Displays Interpersonal Effectiveness
- IT Service Delivery & Support Tools
- Operating Infrastructure
- SLA & Service Level Management
- Customer Service Techniques
- Cross-Function & Inter-Discipline Awareness
- Progress Reporting
- Infrastructure Architecture
- Operating Systems
- Business Analysis Techniques
Personal Behaviours:
- Proactive and Self Motivated
- Flexible and Dynamic Team Player
- Attention to Detail & Quality
- Analytical & Critical Thinking
- Communicates Effectively (written & verbal)
- Customer Focused
- Organized
T-Systems Malaysia Sdn Bhd
2340, Century Square, Jalan Usahawan, Cyberjaya 63000.
Website: http://www.t-systems.com/
