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WPP Open L2 Support Engineer at WPP

WPP seeks a L2 Support Engineer in Kuala Lumpur.
Hybrid
On-Site
Malaysia
Undisclosed salary

WPP is seeking an L2 Support Engineer to join their global team in Kuala Lumpur. This role is vital for ensuring world-class support services for the WPP Open Platform, a key initiative to create a common development and architecture framework across WPP. The Support Engineer will act as a point of coordination and escalation for support activities in the region, proactively ensuring the stability and resilience of the platform.

The role involves hands-on work, collaboration with various internal teams, and adherence to industry standards and WPP IT policies. WPP is the creative transformation company. They use the power of creativity to build better futures for their people, planet, clients, and communities.

What this role involves:

  • Providing first and second-line technical and application support
  • Investigating causes of non-conforming software and implementing solutions
  • Monitoring debugging process results and performing regression testing
  • Performing Level 1 and Level 2 support tasks
  • Maintaining detailed notes for each support ticket
  • Following runbook procedures and decision trees for issue resolution
  • Ensuring compliance with SLAs and KPIs
  • Collaborating with internal teams to resolve issues promptly
  • Maintaining and updating the support ticket tracking system

Requirements:

  • Demonstrated experience working effectively with global teams
  • Strong communication skills (verbal and written)
  • Minimum 3 years' experience providing technical support for enterprise-level applications
  • Experience managing teams within an application support domain
  • Experience with customer issue management tools (JIRA, Zendesk, ServiceNow)
  • Experience with reporting tools for performance measurement
  • Some experience with coding, SDLC, SQL, and scripting (Python)
  • API calls strong understanding and experience(Postman)
  • GCP Foundation Terraform strong understanding
  • Kubernetes/GKE/Minikube understanding
  • ArgoCD Datadog Statuspage Pagerduty
  • Sound understanding of ITIL best practices

What WPP offers:

  • Challenging and stimulating work
  • Unique work and the opportunity to join a group of creative problem solvers.
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WPP

WPP is a global creative transformation company leveraging creativity to build better futures for its stakeholders. With a presence in 110 countries and headquarters in New York, London, and Singapore, WPP offers integrated communications, experience, commerce, and technology solutions. The company partners with numerous major global corporations and organizations, including a significant representation in the FTSE 100, Fortune Global 500, Dow Jones 30, and NASDAQ 100. WPP is also recognized for its commitment to gender equality.