Production Support Assistant/Manager
|Location||Kuala Lumpur, Malaysia|
This is a key role in the Malaysia technology organization as this role defines the quality benchmark for each and every remediations that take place for the APAC region. Quality remediations of defects involves analytic study of all defects to understand what functional areas these defects are arising, define the level of focus for key functional areas, and prioritizing the urgency of specific defect remediations. This position requires strong programming skills and analytical skills. It also requires good communication skills to explain key defect findings to developers and communicate with developers on approach to resolve defect. Above all, this position requires strong leadership skills to forged a collaborative environment with all development and support teams. This position works closely with PSM, QA, PMs, and the Development team to ensure system stability throughout Young Living’s software applications.
Essential duties & responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Focus on root cause: This is about understanding system reliability. This person needs to understand how our a system performs consistently and reliably. When system do not perform consistently and/or reliably (when there a defect is discovered), this person need to understand that addressing root cause is the only way to restore system performance to the consistent and reliable level, not at a per instance occurrence, but at a perpetual duration.
Focus on solutioning for the future: This is about making today’s changes with tomorrow’s requirements in mind. This person needs to understand the significance of the impact of code changes we make today in relations to the features or functionality extensions that we may need tomorrow. It requires critical understanding on how code changes could break architecture design paradigm and render future features or functional needs impossible to achieve.
Business (Product) Advocate
Focus on customer’s experience: This is about understanding an online business paradigm and how users (customers) are influenced by other online business propositions. User’s expectations from their experiences with other online propositions will consciously or unconsciously shaped their expectations on our online efficiencies and effectiveness. This understanding is important to answer the “how to build” question.
Focus on productivity: This is about understanding user’s (customer’s) habits and behaviors to build shopping efficiencies and effectiveness in the design.
Focus on solution design: This is about understand software and how to design software. Good design gives consideration to how to bake in reliability within the system, to dynamically adjust to sudden or unpredict change in operating environment (scalability), like a sudden surge in traffic, and finally sustainability, how system would evolve to future technology paradigm shifts.
Focus on build once and build right: This is about critical analysis in feature or functional requirements to understand a 360 degree view of the impact of change and the extensions that may take place in the future. Capturing all of these considerations in the design will empower the feature or function build to be wholistic and avoid corrections whenever we need extensions to these features or functionalities.
Thought leadership: To lead by analytical abilities, software design abilities, and an ability to predict what is required.
People leadership: To lead by motivating and inspiring people to achieve more than they can imagine. In this way, leading people to level up and growth in skills and knowledge.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Candidate must possess at least a bachelor’s degree, post graduate diploma, professional degree in any field.
Minimum of 5 years of experience with the software development process from requirements gathering through deployment and maintenance.
At least 5 years of application development experience.
At least 5 years of application testing experience.
At least 3 years of coding experience.
Experience with Agile/SCRUM development methodologies is a plus, but not required.
Ability to problem solve IT services, bug defects, and solutions to satisfy such needs.
Committed to complying with all applicable YL SDLC policies, processes, procedures, methodologies, lifecycles, etc., in contributing to all project deliverables and “zero defect” standards.
Familiar with general project management practices, including the use of project management software/tools.
Ability to work in a fast pace, high energy environment with the ability to adapt to change.
Excellent oral and written communication skills in general business and technical environments.
Demonstrate good organizational and delegation skills and efficient/effective management of one’s own and other’s time.
Strong analytical and detail oriented.
Self-directed and highly motivated.
ADDITIONAL CODE OF CONDUCT COMPETENCIES
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”.
Work Ethics – Must be dedicated, responsible, hard-working, and a team player.
Oral Communication – Able to speak clearly with customers and employees in all situations; listen and get clarification; respond well to questions; demonstrate positive response to others.
Written Communication – Able to write clearly and informatively; edit work for spelling and grammar errors; vary writing style to meet needs; able to read and interpret written information.
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments.
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time, follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals.
For interested and qualified applicants, please submit your CV with a cover letter by clicking on the APPLY FOR THIS POSITION button. Please indicate clearly the position being applied for in the email. We will contact shortlisted applicants in due time. Thank you in advance for your time and interest.