Deskripsi Pekerjaan
Are you ready to make a significant impact in the energy technology sector? Schlumberger (SLB), the world's leading provider of technology and digital solutions to the global energy industry, is seeking a dedicated and analytically minded EDGE Support Analyst to join our dynamic team in Petaling, Selangor.
As an EDGE Support Analyst, you will be at the forefront of delivering transformative digital solutions. The EDGE platform is central to our real-time drilling operations, well construction, and data management workflows. In this critical role, you will ensure the highest standards of service delivery, safety, and reliability for our cloud-based and on-premise digital infrastructure. You will collaborate closely with field engineers, data scientists, and clients worldwide to provide exceptional technical support and drive operational excellence.
This is more than just a support role; it is an opportunity to immerse yourself in the cutting edge of the industry. You will be responsible for diagnosing and resolving complex system issues, managing incidents according to ITIL best practices, analyzing system performance to prevent future downtime, and creating comprehensive documentation. You will act as a bridge between our end-users and our development teams, providing crucial feedback that shapes the future of our digital products.
We are looking for a proactive problem solver with a strong background in IT support, database management (SQL), and a foundational understanding of cloud technologies (AWS, Azure, or GCP). Experience in the oil and gas industry is a strong plus, but we are primarily seeking someone with a passion for technology and delivering excellence in a fast-paced environment.
At Schlumberger, we foster a culture of innovation, diversity, and inclusivity. We invest heavily in your growth through world-class training, mentorship, and a clear career path for high performers. If you are ready to tackle complex challenges and power the future of energy, apply to join the SLB family today.
Tanggung Jawab
- Provide first and second-level technical support for the EDGE platform, ensuring high availability and performance for global drilling operations.
- Diagnose and troubleshoot complex software, hardware, and network issues related to real-time data acquisition and transmission.
- Manage and track support tickets using IT Service Management (ITSM) tools, ensuring timely resolution and clear communication with stakeholders.
- Monitor system health, server performance, and database integrity, proactively identifying potential issues and initiating corrective actions.
- Collaborate with development teams to escalate unresolved issues, provide detailed bug reports, and contribute to product enhancements.
- Create and maintain comprehensive technical documentation, knowledge base articles, and user guides for internal teams and clients.
- Participate in on-call rotations to provide critical support during off-hours and ensure 24/7 operational continuity.
- Conduct user training sessions and onboard new users to the EDGE platform, ensuring seamless adoption of digital tools.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- 2-5 years of experience in a technical support, IT operations, or application support role.
- Strong working knowledge of SQL for querying databases and performing root cause analysis.
- Familiarity with cloud computing platforms (AWS, Azure, or GCP) and virtualization technologies (VMware, Hyper-V).
- Excellent problem-solving and analytical skills, with a proven ability to troubleshoot multi-tier systems.
- Strong communication skills in English, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Experience with ITIL framework and incident/change management processes is highly preferred.
- Knowledge of the oil and gas industry, drilling operations, or real-time data systems is a distinct advantage.