System Analyst - SMS

System Analyst – SMS Gateway Operations

Location: Kuala Lumpur (Dua Sentral), Hybrid

Industry: Utilities / Energy

Job Description & Skillset Requirement

We are looking for a System Analyst (SMS Gateway Operations) who will be responsible for supporting SMS gateway operations, ensuring messaging services remain available, secure, reliable, and compliant while coordinating with internal stakeholders, telecommunications providers, and external vendors.

Responsibilities

• Monitor daily SMS gateway operations to ensure uninterrupted message delivery services.
• Investigate and resolve SMS delivery failures, messaging incidents, and system-related issues.
• Coordinate with telecommunication service providers, SMS aggregators, and vendors to resolve operational and service-related issues.
• Monitor SMS gateway availability, system performance, and message throughput.
• Perform message tracking, verification, and reconciliation when required.
• Support system enhancements, production deployments, configuration changes, and change requests.
• Conduct impact assessments and support system testing activities for messaging-related enhancements.
• Maintain operational documentation, Standard Operating Procedures (SOPs), incident reports, and technical records.
• Perform root cause analysis (RCA) for messaging incidents and recommend preventive actions and service improvements.
• Support production verification and post-implementation monitoring activities.
• Monitor SMS traffic trends and identify potential issues affecting delivery rates or service quality.
• Ensure compliance with security, regulatory, and governance requirements related to messaging services.
• Collaborate with business users, application teams, infrastructure teams, and vendors to support business communication requirements.

Requirements

• Bachelor’s degree in information technology, Computer Science, Information Systems, Telecommunications, Engineering, or a related discipline.
• 0–8 years of experience in application support, messaging platforms, SMS gateway operations, or system operations.
• Experience supporting SMS Gateway platforms, messaging services, telecommunications systems, or customer notification systems is an added advantage.
• Knowledge of SMS protocols and technologies such as SMPP, HTTP API, REST API, or messaging integrations is preferred.
• Understanding of message delivery lifecycle, routing, delivery reports (DLR), and messaging performance monitoring.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience in incident management, production support, and service monitoring.
• Experience coordinating with telecommunication providers, vendors, and business stakeholders.
• Familiarity with SQL queries, log analysis, and basic scripting would be an added advantage.
• Good communication, documentation, and stakeholder management skills.
• Willing to support after-office hours activities, deployments, and critical production incidents when required.

Preferred Technical Skills

• SMS Gateway Platforms (Infobip, Silverstreet, Twilio, MessageBird, etc.)
• API Integration (REST/SOAP)
• SQL Database Querying
• Linux/Windows Server Environment
• System Monitoring Tools
• Incident & Change Management Processes (ITIL)
• Application Log Analysis and Troubleshooting