SDA L2 English

Scope of services:

• Creation / checking of a comprehensive description of errors / malfunctions for completeness, traceability and reproducibility according to a GK-Checklist.
• Remote access to the client’s system environment as part of the analysis and rectification of the issue.
• Check the operability.
• Checking the log files, creating traces and reproducing the error / malfunction in the productive environment or in a test system that is identical to the productive environment.
• Provision of a workaround if possible and available or an action plan (priority 1 - very high).
• Resolve issue in the GK-relevant systems if possible.
• Root Cause analysis of the reported incident.
• Documentation of the analysis, the results and the resolution steps.
• Summary of the status and measures when forwarding to 3rd level maintenance, if necessary.
• Provide feedback to the client via the 1st Level Support.

Responsible For

•            Provides high level advice and guidance to SD (1st line) (consultancy/KB updates)

•            Incident/SR analysis, Incident restoration and recovery to the extent feasible given provided access rights and knowledge transfer

•            Investigation to isolate and identify the problems

•            Raise Problem request in TFSNow

•            Analysing log files

•            Configuring applications using the administrator module

•            Route incidents/problems/SRs to 3rd line support team when needed

•            Collaborate with 3rd Line support regarding ongoing application issues

•            Managing transaction workflow (only on MP side)

•            Selecting and checking data in MP database

•            Creating the reports

•            Updating the Knowledge Base, saving the history of solving problems and incidents;

•            Provide knowledge transfer & facilitate shift left

•            Provide additional information to SD for further troubleshooting by other resolvers

•            Perform routine maintenance of business applications according to instructions:

Understanding of Windows services from MP side and MSMQ (Microsoft Message Queuing)

-             Run and manage PowerShell scripts

-             Run sql scripts, etc

•            Reporting

•            Daily Checks

•            QA (details below)

•            Distributing test summary reports to stakeholders

Test analysis

•            Documentation & feature analysis

Test design & implementation

•            Prioritizing test cases, sets of test cases

•            Creating and adapting test suits for specific case

•            Prioritizing and sequencing tests according to objectives and test scope

Test execution & completion

•            Manual test execution on virtual and several physical test environments.

•            Verification of the FJMP releases and hotfixes prior to UAT and Production deployments.

•            Analyzing test results and taking part in failures investigation

•            Reporting defects in internal bug trackers.

•            Regression and confirmation testing

•            Collecting data in order to consolidate experience and supplement QA knowledge base

Customer facing

•            Participate in DCB meetings

•            Investigating issues found in UAT

•            Syncing issues in customer and internal bug trackers

•            Supporting the FJMP 3rd line team with production defects investigation.

Adding advantages:

• L2 experience
• L2 POS retail background
• L2 quality assurance experience
• Strong technical skills

Resource Requirements:

• QA experience (preferably with retail background)
• 2nd line support experience (preferably with retail background)
• Ability to travel to Europe for training in Q1–Q2 2026, stay probably 2 to 3 weeks
• Availability to work from the office for the first 12 months post-project start (hybrid option later)
• Agreement to a contract clause limiting attrition post-training (tentatively 2-year commitment)

Work Conditions

• Start Date:
• Location: Menara TM Bangsar (Hybrid; office attendance when requested)
• Shift: 24/7 rotation (includes nights & weekends) including PH.
• Schedule: Rotates monthly; 8 hrs/day + 1 hr lunch
• Off-days: Rotating between weekdays and weekends

Requirements

• Quiet workspace at home with stable internet (min. 30 Mbps)
• Workstation near router; no movement/travel during work hours
• Office devices must remain at home or office
• Follow all management instructions