Title: Implementation and Support Engineer (Windows or Solaris)
ID: TEC00021414

Description

Overview:

Data centers over Americas, Europe, Middle East, Africa and Asia rely on you for active great technical support. Your technical expertise will help us make the most effective support team for global support.

This Technical Specialist position is part of a small dynamic team within Global Operations to manage implementation and provide Technical Support for Common Platform Shared Services. This Role also includes additional responsibilities where necessary such as Integration with production and operational management networks and ensuring compliance to policies and standards for Process, Technology and Security. This role facilitates the knowledge and experience to regional team for any of their local implementations with the working relationship with various global technology teams.

Responsibilities:

Implementation and Support team is composed of 2 groups, Implementation group and Technical Support group. You will be assign to work in one of the two groups based on your interest, your background and expertise.

1. ) Implementation Role:

- Hands on & Execution of Implementation works for new and upgrade of IT Infrastructure with standard platforms on Network/Servers Technologies carried out in compliance with best practices as categorized in the following.
- Release Management: Using Release Management Process for deployment and implementation which includes Disaster Recovery Site with defined Technical Recovery Plan. Perform validation and vetting of documentations that include OPS Runbook, Support Manual, Work Instructions, Check List, Known Errors and Deficiency List which are required for effective Incident Management. Integration of all devices to the Monitoring System.
- Change Management: Responsible to validate and vet Change Request to ensure compliance that includes verification checks & fallback procedures.

2. ) Technical Support Role:

Take Global support role for Asia, EMEA and US. Provide Point of escalation Contact for 2nd level troubleshooting with end-to-end ownership for technical support carried out in compliance with best practices as categorized in the following.

- Incident Management: Provide Single Point of Contact to fix or escalate incidents with agreed Mean-Time-To-Recover (MTTR) for service restoration and also using tools to analyse incident and ensuring process compliance.
- Providing Service Recovery Work Instruction to 1st Level Operations and assistance to fix 80% of incident by them.
- Being a member of Technical Recovery Team to resolve severe incidents and also escalation to Management followed with Post Incident Review of Work Process & Instructions.
- Problem Management: Analysing & defining problems using Problem Management Tools for Root Cause Analysis and update entries to the Known Error Database.
- ITSCM: Executes Power Down Test & Site Failover Test, which includes recovery action.
- Facilitation of support knowledge and experience to the regional team members for their local implementation.

At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world's most trusted news organization.

Qualifications

A passion to find solution. An active mind. A commitment to customer service. You have all these critical attributes, plus:

- Bachelor's Degree or higher in Computer Science, Computer Engineering or related fields.
- 2 - 6 years experience on application server support or implementation roles.
- Specialized Knowledge with Hands-on experience on HP Proliant(Windows 2003), IBM Blades(Windows 2003) or Sun(Solaris10) for implementation and support roles.
- Experience with complex product environment for application support with thorough understanding on data flow and architecture would be advantage.
- Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere.
- Ability to act rapidly and logically under pressure, and make effective use of others in resolving problems.
- Strong English communication.
- Ability to work in flexible schedule.
- Thai national or must be legally able to work in Thailand without the company having to obtain a work permit.

Preferable Qualifications:

- Knowledge with IBM WAS (Websphere Application Server) is an advantage.
- Knowledge on IT Security and ISO 27001 requirements.
- Thomson Reuters Product Expertise with Applications Infrastructures in Data Centre such as RKWM, TIBCO, DACS etc and Client Site Experience with RMDS, cDBU etc.
- Experience with the ITIL Process method of working for Incident, Problem, Change, Release & Configuration Management Tasks covering analysis & execution.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Technology Operations
Primary Location: Thailand-Bangkok-THA-Bangkok-36th U Chu Liang
Organization: M TechOps&Infrastructure Svcs
Schedule: Full-time
Job Type: Standard
Shift: Day Job
Travel: No