IT Infrastructure Engineer - Systems Operations

Selangor, Malaysia
Reference No: WD-0003381

What's the role?

We are looking for an experienced IT Infrastructure Engineer – Systems Operations for our 24x7 Integrated Operations Center monitoring critical IT services, validate business impact, drive end to end incident de-escalation and service restoration. You will be working on a wide range of on-premise and cloud applications such as SAP, Workday and Salesforce.com across the service delivery lifecycle to analyze, design, build, test, implement, and/or maintain multiple system components or applications. This role provides a unique opportunity to work on multiple platforms and applications. This is a senior role so you should possess good teamwork skill and high level of confidence and integrity.

Who is Hilti?

If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software, and services for the global construction sector. We have a proud heritage, built over more than 75 years, and a worldwide reputation for pioneering products and exceptional service. With some 30,000 people in more than 125 countries, which we are looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.

Global IT within Hilti is a truly global team with main hubs in Buchs (Switzerland), Kuala Lumpur (Malaysia) and Plano/Tulsa (USA). All locations have highly competent teams who work very closely together. Hilti`s Global IT team is known for their focus on sustainable value creation by translating latest IT innovations into value creating solutions & services.

What does the role involve?

As an experienced IT Infrastructure Engineer, you identify and analyze business requirements for creative and innovative IT solutions based on customer needs and strategic requirements. You are responsible to perform the administration and operations of SAP systems, the associated components, 3rd party tools such as Automic UC4 as well as other systems such as Salesforce.com. You are expected to provide technical support up to L2 level complexity.

This role involves leading incident de-escalation via a war room approach, for Hilti’s whole Global IT community. You are required to initiate, facilitate, and drive war rooms for critical incidents until resolution through collaboration with multiple teams – internal, external and/or business partners. You also ensure all stakeholders are well informed throughout the process.

The team is responsible in overseeing ITIL processes in Hilti such as Request Management, Change Management and Problem Management. You are part of this team organizing Change Advisory Board meetings, facilitating problem management with task owners, etc.

Outside the day-to-day tasks, you are capable to take additional responsibilities as a dependable senior in leading and guiding other team members. Therefore, you conduct knowledge sharing or knowledge transfer to the team whenever it’s required.

Together with the team, you manage and provide L2 support to a managed service team which supports our team in performing L1 tasks. Prior experience in working with managed service team will come handy as you play the role of enabler to the managed service team to deliver their tasks.

Integrated Operations Center (IOC) brings end-to-end operational visibility across the landscape – for reliable and sustainable operations while serving as a command & control center.

What do we offer?

We’ll give you the tools you need to excel in your role. You’ll enjoy a rare combination of autonomy and camaraderie, as you’ll manage your own project while being part of a friendly team. You’ll not just be another pair of hands but a fully integrated team member with lots of self-responsibility. From there, we’ll trust you to do whatever it takes to deliver outstanding results. Go the extra mile and we’ll reward you with strategic development discussions and career opportunities.

Why should you apply?

We believe in continuous improvement and innovations to remain relevant in fast growing technology, changing business and user needs. With diversified knowledge and experiences, we are providing secure and reliable E2E IT operations for Hilti.

What you need is:

  • Bachelor’s or Master’s degree in IT, computer science or a related technical discipline to IT and/or Business Administration, with Cumulative Grade Point Average > 3.0
  • At least 5 years of experience in SAP applications with good ITIL Process knowledge. Familiarity with SAP Basis, managed services, and authorization concepts.
  • Readiness to work on shift rotation and on-call basis.
  • Excellent interpersonal skills and well balanced, adaptive communication style; ability to explain complex topics in simple terms
  • Fluent in English (verbally and written)
  • Be ready to work in operations environment in which you need to work on shift rotation and on-call basis.
  • You demonstrate ability to work closely with, to guide and to lead a team as a senior member.
  • You are open to new challenges and opportunities to learn new knowledge.

Interested for the role?

Click through the 'Apply Now' button where you will be asked to upload your CV and answer a couple of short questions – the whole process should take around 90 seconds. If we like what we see, you'll be invited to a telephone interview.

If we don't have a suitable role for you at the moment, we will keep you in our talent pool for the future so your recruitment process might take a bit longer but we'll be sure to stay in touch.

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Looking forward to hearing from you!

“How am I going to sell power tools? I’ve never drilled a hole in my life! That’s what I thought when I first joined Hilti, but it’s really not like that. It’s about nurturing your strengths and being rewarded for hard work.”

- James, Customer service representative (sales)

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