The document provides an overview and background of the MSC Malaysia Skills Competency Matrix 2.0 (SCM 2.0). It details the scope and methodology used to update the matrix, which included an online survey, interviews, and secondary research. The SCM 2.0 aims to serve as a common reference for various stakeholders in the ICT industry by linking job functions and skills competencies. It provides new information such as industry certifications, salary ranges, and job demand indicators for each job type.

3. MSC Malaysia
Skills Competency
Matrix 2.0

4. Copyrights © 2014 All rights reserved. No part of this publication may be reproduced in any material form (including photocopying or storing
it in any medium by electronic means and whether or not transiently or incidentally to some other use of this publication without written
permission of Multimedia Development Corporation Sdn Bhd except in accordance with the provisions of the Copyright Act 1987. The
doing of unauthorized act in relation to a copyright work may result in both a civil claim for damages and criminal prosecution
Disclaimer : The information contained in this publication does not constitute a professional advice and should not be relied upon
without detailed consultation with qualified specialists. While every effort has been made to ensure the information contained in this
publication is correct as at the date of publication, the Multimedia Development Corporation Sdn Bhd makes no guarantee as to the
accuracy or completeness of any information contained herein; and assumes no liability or responsibility whatsoever for any error,
omission, consequence, damage, cost and/or loss arising from the reliance or the use of the same. The Multimedia Development
Corporation Sdn Bhd hereby disclaims all liability in respect of the information provided herein.

5. Table of Contents
SectionPage
Foreword
Project Background
arget Audience
k
ofessionals do
itle List
ofessionals do
itle List
ofessionals do
e
itle List
cing
cing Professionals do
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99

6. 2
Datuk Badlisham Ghazali
Chief Executive Officer
Multimedia Development Corporation
(MDeC)
MESSAGE FROM THE
CHIEF EXECUTIVE OFFICER
It is our pleasure to share with you the second edition of the MSC Malaysia
Skills Competency Matrix (SCM) 2.0 for the ICT industry in Malaysia.
Four years have passed since Multimedia Development Corporation (MDeC)
first embarked on this industry leading exercise. The goal of the study was to
establish a common Terms of Reference for knowledge workers, employers in
the ICT sector, institutions of higher learning (IHLs), and government planners.
To fulfil the purpose of the SCM, being a living document, we have refreshed
the Skills Competency Matrix with new industry developments and insights.
The revised SCM2.0 now includes relevant industry certifications commonly
sought after by employers and industry practitioners, as well as experience
and qualification to commensurate with appropriate salary ranges from the
entry level to senior or advanced stages of career. On top of that, the SCM2.0
also provides job demand indicators.
The rapid pace of technology has resulted in the need for everyone to keep up
with the demands of being up-to-date with the latest skills and competencies.
MDeC has identified the need for specific interventions to be undertaken on
skills and competencies, from time to time as per the requirements of the
industry and expertise. The interventions are in the form of providing
up-skilling training and certification training for the young workforce in the
identified sectors of the ICT industry.
Since then, newer jobs have also been created and among them are mobile
applications developer, colorist, cloud architect, contract management
specialist and process improvement specialist. We can expect more new jobs
to emerge as technology trends change and MDeC, as the driver of the
National ICT Initiative – MSC Malaysia and the National Digital Economy
Initiative – Digital Malaysia, will liaise with the industry players, institutions of
higher learning and the government in ensuring the demand for knowledge
workers is constantly met and contributes towards the country’s ambition to
become a high-income economy. We hope that the updated SCM2.0 will
continue to assist the industry and institutions of higher learning as terms of
reference in the efforts to reduce the gap between skills required and supplied.
On behalf of MDeC, I would like to express our gratitude to all the contributors
who have helped to further enhance the Skills Competency Matrix 2.0 for the
ICT industry in Malaysia.
Thank you.

7. 3
PROJECT BACKGROUND
Following up on the successful introduction of the Skills Competency Matrix in 2010, Multimedia Develoment
Corporation (MDeC) resumes its charter in striving to improve the validity and relevancy of the document by
commissioning the Skills Competency Matrix 2.0 (SCM 2.0).
Under the supervision of MDeC's Talent Division, an extensive online survey was set up to solicit latest data
points from the ICT industry. In addition, multiple road shows were conducted to introduce the objectives of
SCM 2.0 and seek active participation from the industry. Some companies volunteered their resources by
granting face-to-face interviews to provide an in-depth look at the challenges in finding the right talent and
verifying critical technical and soft skills requirement for each job title.
As a result, new elements such as certification, salary, and job demand information have been added to
SCM 2.0 on top of verifying and updating the existing information. We believe SCM 2.0 will be more useful
and relevant for all parties including policy makers, academic planners, industry leaders and knowledge
workers.
MDeC is committed to develop the human capital for the MSC Malaysia and Digital Malaysia through
industry-academia collaboration that provides knowledge workers with exposure to in-demand skills
of the ICT industry.
The MSC Malaysia is part of the Government’s strategy to establish Malaysia as a global hub for information
and communications technology (“ICT”), as well as to drive the growth of a knowledge-based economy in
Malaysia. The creation of a conducive physical, business and legal environment within the MSC Malaysia in
order to attract and grow world-class ICT companies is at the heart of the Malaysian Government’s efforts in
realising its vision of the MSC Malaysia.

8. 4
WHY SCM 2.0
Term of Reference
Government
Employers
Government
Skills
Competency
Matrix
for
ICT Industry
Working
Professionals
Institutes
of Higher
Learning
Students
The supply and demand imbalance that has gone on for years in Malaysia resulted in intense competition
for talent and mounting pressure on the institutions of higher learning to produce and the industry to recruit
the right talent. Significant effort was spent studying the issue and solutions were put in place to reduce the
gap caused by the imbalance.
However, it was soon realized that there was no "common language" among all parties. While the industry
looks for essential job functions and experience, the academia refers to skills and knowledge learned.
SCM 2.0 documents the links between job functions and skills competencies in matrix format which then
serves as common terms of reference.

9. 5
TARGET AUDIENCE
Target Audience Usages
Employers
Working Professionals
Students
University
Administrators
Government Planners

10. 6
In developing this matrix, a structured approach has been adopted to classify the job types and industry,
which follows a hierarchical system of classification used in the living organism study, or taxonomy.
The most logical principle of classification is defined in the Skills Matrix to group the jobs.
Mirroring the science of classifying living organism
THE APPROACH IN DEVELOPING
THIS FRAMEWORK
Living Organism
Level 1
Level 2
Level 3
Level 4
Order
Family
Genus
Species
Industry
Value Chain
Function
Skills
Skills Matrix
This document is organized by skill sets that are associated with job types based on job functions.
Each job type is grouped by the value chain (or job grouping) within a cluster. To keep abreast with the
development of the industry and improve the ease of referencing, the ICT industry is categorized into the
following clusters:
These clusters cover the majority areas of the ICT industry in Malaysia and can be leveraged upon to serve
as the benchmark for the industry based on current market conditions which end users should be able to
update with the evolution of technology and job functions within the next decade. Each cluster is further
broken down into various job groupings as shown in the diagram below. Further description of each cluster
and the job groupings can be found in following chapters.
)
)
Structure of the MSC Malaysia Skills Competency Matrix
Information
Technology
Shared Services
ICT Industry
Creative Content Pre-
Production
Creative Content
Production
Creative Content Post-
Production
Creative Content
Management
Software Engineering
Technical Support
IT Consultancy
IT Management
Call Centre
Human Resources
g
MSC Malaysia Competency Matrix
Creative Multimedia

11. 7
Online Survey
InterviewsSecondary Data
Input
SCOPE OF STUDY
Scope of Study
While the pilot study in 2010 involved over 2,000 MSC Malaysia and non-MSC Malaysia companies, SCM
2.0 involved over 500 companies. A few road shows were conducted and newsletters sent to promote the
objectives of the study to encourage participation.
Similar methodology of classifying the various Job Titles into specific Job Type was used in SCM 2.0.
Each Job Type in turn has a set of required and elective technical skills due to variations in the nature of
the work by different employers or companies. In addition, a set of generic and adaptable soft skills have
been defined to serve as a basis for easy adoption.
For SCM 2.0, the major efforts are focused on acquiring the industry certification, salary range, and the job
demand for each job type. Existing information was also updated and revised in the process. This is made
possible by a customized online survey, face-to-face interviews as well as research published by other
organizations.

12. 8
List of ICT Jobs in Malaysia
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
.Net Analyst Programmer
.Net Application Consultant
.Net Consultant
.Net Developer
.Net Programmer
.Net Programmer Analyst
.Net Sharepoint Developer
2D Animator
3D Artist
3D Modeler
3D Visualizer
ABAP Consultant
ABAP Developer
Access Administration Analyst
Account Payable(AP) Executive
Account Receivable(AR) Executive
Accountant
Accounting Analyst
Analog IC Designer
Animator
Animation Director
Animation Producer
Animation Supervisor
Application Assurance Engineer
Application Consultant
Application Developer(.Net)
Application Developer(Cloud)
Application Developer(Ruby on Rails)
Application Developer)Mobile Apps)
Application Engineer(.Net)
Application Engineer(Ruby on Rails)
Application Security Manager
Application Specialist Support(Navision)
Architectural Designer
Art Director
Artificial Intelligence Programmer
Audio Engineer
Audio Visual Engineer
Audio Visual Manager
B2B Consultant
BIOS Engineer
Board design Engineer
Broadcast Engineer
Business Analyst
Business Analyst Advisor
Business Analyst Consultant
Business Analyst Manager
Business Compliance Executive
Business Consultant
Business Process Improvement Manager
INT40101
INT40102
INT40100
INT10101
INT10100
INT40103
INT41301
CMM20101
CMM20102
CMM20200
CMM20300
INT40200
INT40201
SSO10201
SSO20103
SSO20102
SSO20101
SSO20100
SDD20101
CMM20100
CMM20104
CMM20105
CMM20106
INT30100
INT10903
INT10102
INT41603
INT11001
CMM21601
INT10103
INT11002
INT30101
INT40901
CMM10201
CMM40101
CMM20701
CMM20400
CMM20500
CMM20501
INT40501
SDD40301
SDD30101
CMM20502
SSO40303
INT40301
INT40302
INT40303
SSO20401
INT40304
SSO40301
218
218
218
174
174
218
242
48
48
50
52
220
220
274
290
290
292
290
110
48
48
48
48
200
190
174
248
192
78
174
192
200
254
34
90
60
54
56
56
226
154
134
56
318
222
222
222
296
222
318

13. 9
List of ICT Jobs in Malaysia
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
C++ Software Analyst
CAD Design Automation Engineer
CAD Engineer
CG Artist
Character Artist
Character Designer
Character Modeler
Chief Executive Officer(CEO)
Chief Executives
Chief Financial Officer(CFO)
Chief Operating Officer(COO)
Chief Security Officer
Chief Technology Officer(CTO)
Clean-up Artist
Cloud Architect
Cloud Computing Architect
Cloud Solutions Architect
Cloud Solutions Specialist
Cobol Developer
Cobol Programmer
Color Grader
Color Timer
Colorist
Compensation & Benefits Manager
Compliance Executive
Compliance manager
Compositor
Computer Architect
Computer Console Operator
Computer Operator
Computer Security Manager
Computer Technician
Concept Art Head
Concept Artist
Contact Centre Agent(Customer Service)
Contact Centre Agent(Inbound)
Contact Centre Agent(Outbound)
Contact Centre Analytic Executive
Contact Centre Assistant Manager
Contact Centre Business Analyst
Contact Centre Executive
Contact Centre Manager
Contact Centre Officer
Contact Centre Operations Manager
Contact Centre Personnel
Contact Centre Recovery Staff
Contact Centre Representative
INT10204
SDD20600
SDD20601
CMM20600
CMM10601
CMM10602
CMM20201
INT60301
INT60300
INT60302
INT60303
INT30401
INT60304
CMM21500
INT41600
INT41601
INT41602
INT41604
INT10301
INT10300
CMM30502
CMM30501
CMM30500
SSO30401
SSO20400
SSO20402
CMM30100
SDD40401
INT30201
INT30200
INT30402
INT30202
CMM10801
CMM10603
SSO10101
SSO10100
SSO10300
SSO10501
SSO10601
SSO10500
SSO10202
SSO10900
SSO10102
SSO10901
SSO10301
SSO10400
SSO10103
176
176
176
176
176
120
120
58
42
42
48
258
258
258
258
206
258
76
248
248
248
248
178
178
88
88
88
308
296
296
80
156
202
202
206
202
46
42
272
272
276
280
282
280
274
288
272
288
276
278
272
C++ Software Engineer
C/C++ Programmer
C/C++ Developerr
C++ Graphics Programmer
INT10202
INT10200
INT10203
51 INT10201

14. 10
List of ICT Jobs in Malaysia
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
Corporate Designer
CPU Architect
Creative Artist
Creative Designer
Creative Director
Customer Care Consultant
Customer Care Consultant
Customer Care Coordinator
Customer Helpdesk Officer
Customer Relationship Executive(Contact Centre)
Customer Service Associate
Customer Service Executive(Contact Centre)
Customer Service Officer
Customer Service Representative
Customer Support Engineer
Customer Support Engineer
Customer Support Officer
Customer Support Representative
Data Centre Solution Analyst
Data Centre Specialist
Data Engineer
Data Scientist
Database Architect
Database Manager
Design Architect
Design Automation Engineer
Design Engineer
Design Validation Engineer
Designer
Desktop Artist
Desktop Publisher
Desktop Publishing Artist
Development Lead
Device Driver Engineer
Digital Artist
Digital Clean-up Artist
Digital IC Engineer
Director
Drivers Engineer
E-Business Consultant
CMM10202
SDD10201
CMM20107
CMM10401
CMM40100
SSO10113
SSO10204
SSO10104
SSO10108
SSO10105
SSO10106
SSO10107
SSO10109
SSO10110
INT30300
INT30701
INT30301
INT30302
INT40400
INT40401
INT40402
INT20302
INT20300
INT20301
CMM10402
SDD20602
SDD20102
SDD30401
CMM10200
CMM10106
CMM10403
CMM10404
INT10801
SDD40302
CMM10100
CMM21501
SDD20103
CMM40201
SDD40303
INT40502
274
282
284
282
284
82
322
322
322
322
34
108
48
38
38
272
274
272
204
272
272
272
272
272
272
204
212
204
204
224
224
224
198
198
198
38
120
110
140
34
32
38
38
188
154
32
56
110
92
154
226
Corporate Designer
Contact Centre Team Leader
Contact Centre Service Desk Executive
Contact Centre Team Lead(Inbound)
Contact Centre Team Lead(Outbound)
Corporate Manager
SSO10703
SSO10203
SSO10600
SSO10700
CMM30200
Contract Administrator SSO50201
Contract Drafter
Contract Executive SSO50202
SSO50200
Contract Management Specialist SSO50300
Customer Care Engineer
102
103
104
SSO10602
INT30306

15. 11
List of ICT Jobs in Malaysia
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
226
226
84
84
84
84
84
84
86
86
144
154
134
60
240
32
50
56
220
240
258
258
34
92
84
292
154
44
44
44
294
298
298
42
36
60
258
68
38
154
32
38
32
34
134
308
46
314
310
284
108
Editor(Offline)
Editor(Online)
Effects Artist
Effects Specialist
Electrical Engineer
Embedded Software Engineer
Embedded System Board Engineer
Engine Programmer
Enterprise Systems Specialist
Environment Artist
Environment Modeler
Equipment Technician
ERP Programmer Analyst(ABAP)
ERP Technical Specialist
Executive Director
Executive Vice President
Exhibition Designer
Film Director
Film Editor
Financial Analyst
Firmware Engineer
Flash Animator
Flash Designer
Flash Developer
Fraud Detector
Fund Accounting Analyst
Fund Accounting Executive
Game Artist
Game Designer
Game Programmer
General manager
Graphic Artist
Graphic Designer
Graphic Driver Engineer
Graphics Creator
Graphics Illustrator
Group Lead Artist
GUI Designer
Hardware Board Design Engineer
Head of Compensation & Benefits
Head of Concept Artist
Head of Operations-Shared Services
Head of Performance Management
Head Team Sales(Contact Centre)
High-Speed I/O Micro Architect
CMM30304
CMM30305
CMM30401
CMM30402
SDD30600
SDD40304
SDD30102
CMM20702
INT41201
CMM10101
CMM20202
CMM20503
INT40202
INT41202
INT60305
INT60306
CMM10203
CMM40200
CMM30306
SSO20200
SDD40300
CMM10701
CMM10702
CMM10703
SSO20300
SSO20600
SSO20601
CMM10604
CMM10300
CMM20700
INT60307
CMM21101
CMM10400
SDD40305
CMM10102
CMM10405
CMM10103
CMM10204
SDD30103
SSO30400
CMM10800
SSO40100
SSO30500
SSO10701
SDD10202
Editor(Final Cut Pro)158 CMM30304
155
156
157
153
154
Editor
Editor(After Effects)
Editor(Avid)
CMM30300
CMM30301
CMM30302
E-Commerce Consultant
E-Commerce Specialist
INT40500
INT40503

16. 12
List of ICT Jobs in Malaysia
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
302
302
302
302
108
114
110
122
122
38
274
284
246
44
272
244
212
222
254
218
228
184
256
252
208
246
210
246
250
250
206
206
218
228
232
240
244
212
230
180
180
228
228
180
228
228
180
180
180
228
230
IC Packaging Design Engineer
Illustrator
Inbound Technical Support Representative
Industry Educator
Infrastructure Manager
Interface Designer
International Customer Care Officer
IT Application Management Analyst(Siebel)
IT Assistant
IT Business Analyst
IT Business Development Manager
IT Consultant(.Net)
IT Cosultant(Java)
IT Executive(RPG)
IT Manager
IT Marketing Executive
IT Marketing Manager
IT Network Systems Engineer
IT Programme Manager
IT Project Coordinator
IT Project Manager
IT Sales Engineer
IT Sales manager
IT Security Analyst
IT Security Specialist
IT Specialist(.Net)
IT Specialist(Java)
IT Specialist(Lotus Notes)
IT Specialist(SAP)
IT Specialist(Siebel)
IT Support Executive
IT System Analyst(JDE)
J2EE Programmer
J2ME Programmer
Java Analyst Programmer
Java Application Consultant
Java Application Developer
Java Consultant
Java Developer
Java EE Programmer
Java Programmer
Java Programmer Analyst
JDE Application Specialist
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
SDD20702
CMM10406
SSO10205
SSO10703
INT41501
CMM10704
SSO10111
INT41401
INT30702
INT40300
INT50300
INT40104
INT40601
INT10601
INT60100
INT50200
INT50201
INT30501
INT41503
INT30600
INT41500
INT50100
INT50101
INT30403
INT30400
INT40105
INT40602
INT40801
INT41203
INT41402
INT30703
INT40701
INT10401
INT10402
INT40603
INT40604
INT10403
INT40600
INT10404
INT10405
INT10400
INT40605
INT40702
211 IC Package Design Engineer SDD20701
SDD10203
SDD20301
SDD20104
208
209
210
I/O Architect
IC Design Verification Engineer
IC Designer
204
205
206
207
HR Assistant
HR Consultant
Human Resouce Coordinator
Human Resource Analyst
SSO30102
SSO30103
SSO30100
SSO30101

17. 13
List of ICT Jobs in Malaysia
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
230
62
62
46
306
64
64
110
232
232
232
168
142
68
320
178
256
110
78
68
66
50
50
134
66
42
82
44
68
44
68
254
254
254
208
208
60
208
138
300
276
292
258
236
236
194
194
194
194
236
236
Lotus Notes Programmer
Manufacturing Engineer
Mechanical Engineer
Media Producer
Media Research Specialist
Microfocus Cobol Developer
MIS Manager
Mixed Signal IC Designer
Mobile App Developer
Mocap Actor
Mocap Artist
Modeling Artist
Modeling Supervisor
Motherboard Designer
Motion Capture Artist
Multimedia Artist
Multimedia Content manager
Multimedia Designer
Multimedia Developer
Multimedia Producer
Multimedia Programmer
Nacision Developer
Navision Analyst Programmer
Navision Business Consultant
Network Analyst
Network Engineer
Network Programmer
Network Specialist
NPI Engineer
O2C Analyst
Offshore Sales Executivre
Operational Risk Analyst
Operations Vice President
Oracle Applications Administrator
Oracle Consultant
Oracle Database Administrator
Oracle Database Analyst
Oracle Database Engineer
Oracle Database Specialist
Oracle E-Business Suite Consultant
Oracle Financials Support Specialist
INT40803
SDD30800
SDD30500
CMM21102
SSO50100
INT10302
INT60101
SDD20106
CMM21600
CMM21002
CMM21001
CMM20203
CMM20204
SDD30100
CMM21000
CMM10605
CMM30201
CMM10705
CMM21103
CMM10706
CMM21100
INT40903
INT40900
INT40902
INT30502
INT30500
CMM20703
INT30503
SDD30301
SSO20702
SSO10302
SSO20201
INT60308
INT41001
INT41000
INT20100
INT20101
INT20102
INT20103
INT41002
INT41003
264 Lotus Notes Developer INT40802
255
256
257
258
259
260
261
262
263
INT40700
CMM20800
CMM20801
CMM10802
SSO30301
CMM20900
CMM20901
SDD20105
INT40800
JDE Consultant
Layout Artist
Layout Supervisor
Lead Concept Artist
Learning & Organization Development Manager
Lighting Artist
Lighting Supervisor
Logic Designer
Lotus Notes Analyst

18. 14
List of ICT Jobs in Malaysia
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
236
276
300
122
298
298
298
298
108
134
124
238
238
238
276
182
182
116
118
116
178
128
136
130
110
114
300
168
318
318
94
186
126
138
204
204
204
94
94
90
210
146
246
186
186
186
32
300
54
186
70
Peoplesoft Financials Functional Consultant
Peoplesoft Manager
Phone Consultant
PHP Developer
PHP Programmer
Physical Design Engineer
Physical Design Verification Engineer
Physical Designer
PL/1 Developer(Cobol/DB2)
Platform Signal Integrity Engineer
Post-Silicon Validation Engineer
Power Delivery Engineer
Power IC Designer
Pre-Silicon Validation Engineer
Process Analyst
Process Engineer
Process Improvement Analyst
Process Improvement Specialist
Producer
Product Assurance Engineer
Product Characterization Engineer
Product Development Engineer
Product Engineer
Product Support Engineer
Product Support Officer
Production Assistant
Production Coordinator
Production Manager
Project Administrator
Project Engineer
Project manager
QA Analyst
QA Executive
Quality Engineer
R&D Product Designer
R2R Analyst
Recording Engineer
Release Manager
Render Wrangler
INT41101
INT41102
SSO10304
INT10501
INT10500
SDD20400
SDD20500
SDD20401
INT10303
SDD21001
SDD30200
SDD21100
SDD20107
SDD20300
SSO20700
SDD30801
SSO40302
SSO40300
CMM40300
INT10701
SDD20900
SDD30300
INT30303
INT30304
INT30305
CMM40301
CMM40302
CMM40102
INT30601
SDD30700
INT41502
INT10702
INT10703
INT10704
CMM10205
SSO20703
CMM20401
INT10705
CMM21200
Peoplesoft Consultant317 INT41100
306
307
308
309
310
311
312
313
314
315
316
INT41004
SSO10303
SSO20701
SDD20700
SSO30600
SSO30601
SSO30602
SSO30603
SDD10204
SDD30104
SDD20800
Oracle Functional Consultant
Outbound Contact Centre Consultant
P2P Analyst
Package Design Engineer
Payroll Analyst
Payroll Executive
Payroll Manager
Payroll Processor
PC Architect
PC Motherboard Designer
PCB Design Engineer

19. 15
List of ICT Jobs in Malaysia
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
280
272
314
110
78
184
184
184
184
184
110
192
220
240
240
240
240
240
220
240
40
40
298
206
240
242
242
242
244
244
244
244
244
244
128
108
156
150
150
174
78
242
158
174
186
186
190
72
54
60
54
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
SAP Application Administrator
SAP Consultant
SAP Delivery Manager
SAP Functional Consultant
SAP Functional Consultant(ABAP)
SAP Manager
Screenplay Writer
Scriptwriter
Securities Services Executive
Security Analyst
Senior Operations Manager(SAP
Sharepoint Consultant
Sharepoint Specialist
Sharepoint Technical Specialist
Siebel CRM Consultant
Siebel Developer
Siebel Professional
Siebel Solution Architect
Siebel Specialist
Siebel Technical Architect
Signal Integrity Engineer
Silicon Architect
Software Architect
Software Development Engineer
Software Engineer
Software Engineer(.Net)
Software Engineer(Mobile)
Software Engineer(Sharepoint)
Software Engineering Manager
Software Programmer(.Net)
Software QA Engineer
Software Tester
Solution Architect
Sound Designer
Sound Engineer
Sound Programmer
Sound Technician
INT41205
INT41200
INT41206
INT41207
INT40204
INT41208
CMM10501
CMM10500
SSO20602
INT30404
INT41209
INT41302
INT41300
INT41303
INT41403
INT41404
INT41405
INT41406
INT41400
INT41407
SDD21000
SDD10205
SDD40400
SDD40101
SDD40100
INT10104
CMM21602
INT41304
SDD40500
INT10105
INT10700
INT10706
INT10900
CMM21300
CMM20402
CMM20704
CMM20404
SAP Analyst370 INT41204
357
358
359
360
361
362
363
364
365
366
367
368
369
Report Analyst
Reservation Sales Executive
Resource manager
RF IC Chip Designer
Rigging Artist
RPG Business Analyst
RPG Programmer
RPG Software Devloper
RPG Software Engineer
RPG System Analyst
RTL Designer
Ruby on Rails Developer
SAP ABAP Support Consultant
SSO10502
SSO10112
SSO40101
SDD20108
CMM20601
INT10602
INT10600
INT10603
INT10604
INT10605
SDD20100
INT11000
INT40203

20. 16
List of ICT Jobs in Malaysia
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
86
196
196
196
42
276
106
112
112
112
112
54
86
108
190
212
236
208
202
322
302
304
188
290
292
284
190
68
90
274
38
212
218
228
212
274
214
276
276
276
284
152
140
186
140
132
132
60
284
306
298
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
System Engineer
System Engineer(Oracle)
Systems Administrator
Systems Operator
Talent & Organization Performance Manager
Talent Acquisition Consultant
Talent Management Specialist
Team Lead
Team Leader(Accounting)
Team Leader-Financial Services
Team Leader-Telemarketing
Technical Architect
Technical Artist
Technical Director
Technical Helpdesk Analyst
Technical Illustrator
Technical Specialist
Technical Specialist(.Net)
Technical Specialist(Java)
Technical Support Engineer
Technical Support(Contact Centre)
Technical Writer
Telesales Agent
Telesales Executive
Telesales Representative
Telesales Team Leader
Test Development Engineer
Test Engineer
Test Engineer
Testing Engineer
Thermal Engineer
Thermal Machanical Solution Engineer
Tools Programmer
Training Consultant
Training Specialist
Transaction Banking Executive
INT30704
INT10901
INT41005
INT30505
INT30203
SSO30501
SSO30104
SSO30200
INT10800
SSO20104
SSO20202
SSO10702
INT10902
CMM21104
CMM40103
SSO10200
CMM10407
INT30705
INT40106
INT40606
INT30700
SSO10206
INT30800
SSO10306
SSO10307
SSO10308
SSO10703
SDD40200
SDD30400
INT10707
SDD30402
SDD21200
SDD21201
CMM20705
SSO10703
SSO30300
SSO20603
System Architect422
408
409
410
411
412
413
414
415
416
417
418
419
420
421
Special Effects Artist
SQL Database Administrator
SQL Database Architect
SQL Database Engineer
SQL Database Specialist
Storyboard Artist
Strategic Business Event Executive
Strategic Planner
Structural Design Engineer
Structural Designer
Structural Engineer
Studio Engineer
Studio Head
System Architect
CMM30403
INT20201
INT20202
INT20203
CMM10600
SSO10305
SDD10100
SDD20201
SDD20200
SDD20200
SDD20202
CMM20403
CMM30403
SDD10200

21. 17
List of ICT Jobs in Malaysia
No Job Title Job Code
CMM
SDD
INT
SSO
ENTRY
LEVELJOBS
Page No
Web Programmer
Web Programmer(PHP)
Webmaster
Writer
CMM21400
INT10502
INT30900
CMM10502
476
477
478
479
Web Developer475 CMM21401
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
294
32
86
258
154
84
56
32
86
86
52
110
130
216
44
44
74
74
182
216
40
Transaction Monitoring Manager
UI Artist
VFX Artist
Vice President
Video Driver Engineer
Video Editor
Videographer
Virtual Environment Designer
Visual Effects Artist
Visual Effects Supervisor
Visualization Specialist
VLSI Engineer
Voltage Regulator Engineer
Web Administrator
Web Animator
Web Designer
CMM30404
INT60309
SDD40306
CMM30307
CMM20504
CMM10105
CMM30400
CMM30405
CMM20301
SDD20109
SDD21101
INT30901
CMM10707
CMM10700
SSO20301
CMM10104

22. 18
Technical Skills Competency
JOB CODE JOB TITLE
SSO20100 Accounting Analyst
JOB DESCRIPTION
Provide accounting support to customers. Ensure
financial documents and systems practiced comply with
the legal and statutory requirements of the country where
the customers are operating in.
SIMILAR JOB TITLES
Accountant, Account Receivable (AR) Executive,
Account Payable (AP) Executive,
Team Leader - Accounting
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’s
Finance & Accounting Human Resources
Certificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize
and plan tasks as
schedule or ahead
of time
Can handle multiple
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Recognize
conceptual
trends and impact
of solutions to
moderate problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Recognize
conceptual
trends and impact
of solutions to
moderate problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
6 Managing People Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Suitable For
Entry Level
Contact Centre
301 302
11-15 Years7-10 Years3-6 Years0-2 Years
RM7,001-RM9,000RM6,001-RM7,000RM2,001-RM4,000RM2,001-RM3,500
ACCA, CIMA, CPA AUSTRALIA, ICAEW, LCCI
Fully proficient,
handle high
complexity or cross
organizational
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Perform with minimal
supervision and
able to handle
moderate scope
Perform at basic
level under
supervision with well
defined scope
Focus on process,
output and
performance to
industry standards
Develop new
aspects of subject
matter and
expectations
Understand the
impact of emerging
trends to area of
the expertise
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understand and
identify new aspects
of subject matter
and expectations
Has detailed
knowledge and
emerging trends of
the concept,
standards or area
of expertise
Know and use
industry tools/
standards
Recognize aspects
of subject matter
and emerging
expectations
Has detailed
knowledge of the
concept, standard or
area of expertise
Learn to use
industry tools/
standards
Articulate and
interpret the aspects
of subject matter
Has general
knowledge of the
concept, standard or
area of expertise
Shape the
organization
direction to ensure
success of business
Drive organization's
role in the success
of business
Understand team's
role in the success
of business
Understand
individual's role in
the success of
business
Demonstrate solid
understanding of
Product Strategic
Planning and
Product Life Cycle
Management
Strong
understanding
of industry and
business
Has establish
knowledge and
expertise of Sales
and Marketing
Principles and
Methods
Proficient in Project
Management Skills
Able to understand
and analyze
customer
requirements
Advance Master
Have good
command of
language skills and
able to communicate
effectively between
peers or
customers
Able to plan and
complete
tasks as schedule
Can handle basic
assignments or
project tasks
Able to apply
structured problem
solving process and
tools to solve basic
problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
1 2 3 4 5
1
3
6
16
15
10 11
12
1413
7
2
4
5
8
9
How to Read the
Skills Competency Matrix
The Skills Competency Matrix for each job type consists of different sections as shown below.
There are 16 vital pieces of information captured in each of the matrix.
Sample Skills Competency Matrix Chart
No Description
1 Industry Cluster in which this job type falls under. There are 4 clusters covered under the ICT industry in this matrix:
2 Job Code assigned to this job type. A unique Job Code is assigned to each job type and job title.
The job code is made up of 8 alphanumeric codes as shown below.
Job code
CMM
SDD
T
Creative Multimedia
Information Technology
WWW
WWW Value Cluster Represented
is the code assigned for the cluster
WWWXYYZZ
X
YY
ZZ
is the code assigned for each job grouping within the cluster
is the code assigned for each job type
is the code assigned for the similar job titles within the same job type

23. 19
4 Job Grouping within this industry cluster.
5 Academic Qualification preferred by employers.
6 Description of the job function.
7 Other Job Titles used for the same job function.
9 Industry Certification & Salary Range
10 Description of Technical Skills associated to this job function
11 Skills in darker shade are “required skills”
12 Skills in lighter shade are “elective skills”
13 Core Soft Skills preferred by employers.
14 Competency Level by expected proficiency level, lighter colour gradient indicates basic level proficiency, darker colour gradient
indicates higher level proficiency
15 Indicator on whether the job type is suitable for Entry Level Professionals
16 Indicator for job demand. Red Thermometer represents high job demand, Yellow Thermometer represents moderate job demand,
Blue Thermometer represents low job demand
3 Job Type within this job grouping.
8 Job Level applicable to this Job Type. For most of the Job Types, there are multiple Job Levels requiring different
levels of knowledge, capability and experience from the individuals. Five Job Levels are defined below to provide an
overview of the expectation.
experience
Job Level
Level 1
(Entry)
Level 2
(Intermediate)
Level 3
(Senior)
Description
/
Level 4
(Advanced)
/
Level 5
(Master)

26. SHARED SERVICES
& OUTSOURCING

28. 263
What is Shared Services and
Outsourcing (SSO)
SSO is a process used by companies who outsource their functional activities to another department within the
same organization or a third party service provider. A company can practically outsource any jobs ranging from
general, technical and specialized expertise to the service providers. SSO is widely prac ticed by many local and
international companies.
What do Shared Services &
Outsourcing Professionals do
SSO professionals can be found working with organizations from Information Technology, Telecommunication,
Contact Centre, Freight Forwarding, Creative Multimedia, Business Services and Banking & Finance. SSO
professions are often services & solutions oriented and are required to fulfill clients’ expectation within agreed
timeframe and resources allocated.
What qualifications do Shared Services
& Outsourcing Professionals need
A first degree qualification in the IT related discipline would be ideal. Nevertheless, in view of the wide spectrum
of services offered by SSO companies, tertiary qualification from other disciplines are also widely accepted. For
some SSO career options, professional certification is preferred to acquire the necessary ¡°passport¡± to embark
a career in that field. In addition to this, other skills needed are:
l
d
Shared Services & Outsourcing

29. 264
Shared Services & Outsourcing
Shared Services & Outsourcing:
Job Groupings
There are 3 distinct types of SSO – Business Process Outsourcing, Information Technology Outsourcing and
Knowledge Process Outsourcing.
Business Process Outsourcing (BPO) provides back office outsourcing services like human resources,
administration, accounting & finance. Contact (Call) Centre is also a common type of BPO.
Information Technology Outsourcing (ITO) provides outsourcing activities in the areas of software
development, web hosting, search engine optimization and other IT related services.
Knowledge Process Outsourcing (KPO) provides professional expert services from the areas of medical,
legal, engineering, pharmaceutical and other professional services.
SSO jobs are classified into 5 job groupings:
s
s
s
s
s
Contact Centre
Services
Information Technology
Services
Provide IT services in software
development, infrastructure
support, modernization,
business continuity, business
intelligence, customer
relationship management,
data processing, enterprise
application hosting, network
security etc.
Provide billing services,
accounts payable, accounts
receivable, general accounting,
tax preparation, treasury, cash
management etc.
Provide customer service
agent services for lead
capture & lead management,
seminar registrations, event
ticket sales, direct product
sales, help desk services,
customer information,
outbound telemarketing, mail
fulfilment services etc.
Provide recruitment services,
new hire paperwork and
orientations, employee
handbooks, termination
services, payroll processing,
tax payment, employee
benefits, workers.
timekeeping solution etc.
Provide document review,
legal advisory services,
contract drafting, management
services, patent drafting,
sourcing, market research,
and other market expansion
services which require higher
level of specialist expertise.
&
s
s
Services Services

30. 265
Shared Services & Outsourcing:
Job Code
The job titles found in each job grouping within the SSO cluster are listed below with their assigned job code.
Shared Services & Outsourcing
Job code
SSO is the code assigned for the Shared Services & Outsourcing (SSO) cluster
X is the code assigned for each job grouping
YY is the code assigned for each job type
e.g.
ZZ is the code assigned for the similar job titles within the same job type
e.g.
SSOXYYZZ
X Value Job Code Job Grouping
X=1
X=2
X=3
X=4
X=5
SSO1xxxx
SSO2xxxx
SSO3xxxx
SSO4xxxx
SSO5xxxx
Contact Centre Services
Finance & Accounting Services
Human Resource Services
Legal & Marketing Services
All of the above groups
YY Value Job Code Job Type
YY=01 SSO10100 Contact Centre Agent (Inbound)
YY Value Job Code Similar Job Title
ZZ=01 SSO10101 Contact Centre Agent (Customer Service)

31. 266
Shared Services & Outsourcing
Shared Services & Outsourcing:
Job Title List
SSO10100
SSO10101
SSO10102
SSO10103
SSO10104
SSO10105
SSO10106
SSO10107
SSO10108
SSO10109
SSO10110
SSO10111
SSO10112
SSO10113
SSO10200
SSO10201
SSO10202
SSO10203
SSO10204
SSO10205
SSO10206
SSO10300
SSO10301
SSO10302
272
274
276
Contact Centre Agent
(Inbound)
Technical Helpdesk Analyst
Contact Centre Agent
(Outbound)
Contact Centre Agent
(Customer Service)
Contact Centre Officer
Contact Centre Representative
Customer Care Coordinator
Customer Relationship
Executive (Contact Centre)
Customer Service Associate
Customer Service Executive
(Contact Centre)
Customer Helpdesk Officer
Customer Service Officer
Customer Service Representative
International Customer Care
Officer
Reservation Sales Executive
Customer Care Consultant
Access Administration Analyst
Contact Centre Executive
Contact Centre Service Desk
Executive
Customer Care Consultant
Inbound Technical Support
Representative
Technical Support
(Contact Centre)
Contact Centre Personnel
Offshore Sales Executive
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Job Code Job Type Similar Job Title Job Grouping
Job
Demand
Page
No.

32. 267
Shared Services & Outsourcing
SSO10303
SSO10304
SSO10305
SSO10306
SSO10307
SSO10308
SSO10400
SSO10500
SSO10501
SSO10502
SSO10600
SSO10601
SSO10602
SSO10700
SSO10701
SSO10702
SSO10703
SSO10800
SSO10801
SSO10802
SSO10900
SSO10901
SSO20100
SSO20101
SSO20102
SSO20103
278
280
282
284
286
288
290
Contact Centre Recovery
Staff
Contact Centre Business
Analyst
Contact Centre Team Lead
(Inbound)
Contact Centre Team Lead
(Outbound)
Contact Centre Trainer
Contact Centre Manager
Accounting Analyst
Outbound Contact Centre
Consultant
Phone Consultant
Strategic Business Event
Executive
Telesales Agent
Telesales Executive
Telesales Representative
Contact Centre Analytic
Executive
Report Analyst
Contact Centre Assistant
Manager
Contact Centre Team Leader
Head Team Sales
(Contact Centre)
Team Leader – Telemarketing
Telesales Team Leader
Industry Educator
Training Consultant
Contact Centre Operation
Manager
Accountant
Account Receivable (AR)
Executive
Account Payable (AP)
Executive
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Contact Centre
Job Code Job Type Similar Job Title Job Grouping
Job
Demand
Page
No.
Finance &
Accounting
Finance &
Accounting
Finance &
Accounting
Finance &
Accounting

33. 268
Shared Services & Outsourcing
SSO20104
SSO20200
SSO20201
SSO20202
SSO20300
SSO20301
SSO20400
SSO20401
SSO20402
SSO20600
SSO20601
SSO20602
SSO20603
SSO20700
SSO20701
SSO20702
SSO20703
SSO30100
SSO30101
SSO30102
SSO30103
SSO30104
SSO30200
SSO30300
SSO30301
SSO30400
292
294
296
298
300
302
304
306
308
Financial Analyst
Fraud Detector
Compliance Executive
Fund Accounting Analyst
Process Analyst
Training Specialist
Head of Compensation &
Benefits
Team Leader - Accounting
Operational Risk Analyst
Team Leader – Financial
Services
Transaction Monitoring
Manager
Business Compliance
Executive
Compliance Manager
Fund Accounting Executive
P2P Analyst
O2C Analyst
R2R Analyst
Human Resource Analyst
HR Assistant
HR Consultant
Learning & Organization
Development Manager
Finance & Accounting
Finance & Accounting
Finance & Accounting
Finance & Accounting
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Finance & Marketing
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Job Code Job Type Similar Job Title Job Grouping
Job
Demand
Page
No.
Human Resource
Coordinator
Talent Management
Specialist
Transaction Banking
Executive
Talent Acquisation
Consultant
Securities Services
Executive

34. 269
Shared Services & Outsourcing
SSO30401
SSO30500
SSO30501
SSO30600
SSO30601
SSO30602
SSO30603
SSO40100
SSO40101
SSO40200
SSO40300
SSO40301
SSO40302
SSO40303
SSO50100
SSO50200
SSO50201
SSO50202
310
312
314
316
318
320
322
Head of Performance
Management
Payroll Analyst
Head of Operations -
Shared Services
Contract Management
Specialist
Process Improvement
Specialist
Media Research Specialist
Contract Drafter
Compensation & Benefits
Manager
Talent & Organization
Performance Manager
Payroll Executive
Payroll Manager
Payroll Processor
Resource Manager
Business Process
Improvement Manager
Process Improvement
Analyst
Business Analyst
Contract Administrator
Contract Executive
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
Human Resource
All Groups
All Groups
All Groups
All Groups
All Groups
All Groups
All Groups
Legal & Marketing
Legal & Marketing
Legal & Marketing
Legal & Marketing
Job Code Job Type Similar Job Title Job Grouping Job
Demand
Page
No.

36. SSO professionals can be found
working with organizations
from Information Technology,
Telecommunication,
Contact Centre,
Freight Forwarding,
Creative Multimedia,
Business Services and
Banking & Finance.
SSO professions are often
services & solutions
oriented and are required to fulfill
clients expectation within agreed
timeframe and resources allocated

37. 272
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10100 Contact Centre Agent(Inbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years0-2 Years
RM4,000-RM6,000RM2,000-RM4,000
Less than or equal to
RM2,000
Certified Customer Interaction Professional, Certified Customer
Interaction Specialist, Brainbench related
Advance Master
Handle inbound calls and resolve non-technical
issues for customers. Occasionally make outbound
contact and build relationship with customers to
market products and services.
Call Centre Agent (Customer Service), Call Centre Officer,
Call Centre Representative, Customer Care Coordinator,
Customer Relationship Executive (Call Centre),
Customer Service Associate,
Customer Service Executive (Contact Centre),
Customer Helpdesk Officer, Customer Service Officer,
Customer Service Representative,
International Customer Care Officer,
Reservation Sales Executive, Customer Care Consultant
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Telephone etiquette
(Inbound and
Outbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Computer skills Apply technical skills
to complete
assigned tasks
Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Ability to learn the
knowledge of
Products or Services
handled
Has basic
knowledge of the
organization -
products or services
Has detailed
knowledge of the
organization -
products or services
Has detailed
knowledge of the
existing and new
products and their
emerging trends
Microsoft Office (e.g.
Word, Excel)
Stay current on
technology
development
Look for opportuni-
ties to gain exposure
to new technical
skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

38. 273
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Understanding of
Customer
Relationship
Management (CRM)
System
Has general
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Ability to
communicate in
multi-languages (e.g.
Bahasa Malaysia,
Chinese and Hindi for
local market, or
international
languages like
Japanese, Thai or
Arabic for a different
geographical client
group)
Able to speak and
write clear, concise
information in
multiple languages
Accurately interpret
customers, peers or
technical
requirements
Can convey
technical and
business messages
with impact

39. 274
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10200 Technical Helpdesk Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree or higher in Computer Science / Information Technology
/ MIS / Engineering or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
7-10 Years3-6 Years0-2 Years
RM4,001-RM6,000RM3,501-RM5,000RM2,001-RM3,500
Advance Master
Answer incoming phone calls to troubleshoot IT
problems and provide information to customers.
Project a professional company image through
phone interaction. Follow-up on the progress of the
problem until closure. Escalate the unresolved
problem to respective unit.
Access Administration Analyst, Contact Centre
Executive, Contact Centre Service Desk Executive,
Customer Care Consultant,
Inbound Technical Support Representative,
Technical Support (Contact Centre)
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Technical Helpdesk
Skills
Focus on assigned
tasks or project
deliverables
Prioritize resources
to meet assigned
tasks or project
deliverables
Explore opportunities
to run tasks or
projects in parallel
Knowledge of
Computer
Hardware / Software
/ Network / Database
/ Security
Articulate and
interpret the
aspects of subject
matter
Recognize aspects
of subject matter and
conceptual trends
Understand and
identify new aspects
of subject matter and
conceptual trends
Telephone etiquette
(Inbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues
are resolved and
goals are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
5 Microsoft Office (e.g.
Word, Excel)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and explore
new assignments,
exposure or
challenges in order to
enhance technical
skills
Certified Technical Support Specialist,
Certified Technical Support Associate
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

40. 275
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Generate solutions
of significant
problems that
has a wide range of
benefits
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Messaging Software
(e.g. E-mail, instant
messaging)
Learn to use industry
tools / standards
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understanding of
Customer
Relationship
Management (CRM)
System
Has general
knowledge of
the concept, systems
or area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends

41. 276
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10300 Contact Centre Agent(Outbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years0-2 Years
RM4,000-RM6,000RM2,000-RM4,000
Less than or equal to
RM2,000
Certified Customer Interaction Professional, Certified Customer
Interaction Specialist
Advance Master
Make outbound contact and build relationship with
customers to market products and services in a
contact centre environment. Meet monthly sales
target given by the team or department leader.
Contact Centre Personnel, Offshore Sales Executive,
Outbound Contact Centre Consultant, Phone Consul-
tant, Strategic Business Event Executive, Telesales
Agent, Telesales Executive, Telesales Representative
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Ability to learn the
knowledge of
Products or
Services handled
Has basic
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
existing and new
products, and their
emerging trends
Good telephone
etiquette (Outbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues
are resolved and
goals are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Telesales approach Meet sales targets or
task deliverables
Set sales targets or
task deliverables
Hold team members
to sales targets or
task deliverables
Computer skills Apply technical skills
to complete
assigned tasks
Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

42. 277
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
Advance Master
Ability to communicate
in multi-languages
(e.g. Bahasa
Malaysia, Chinese
and Hindi for local
market, or
international
languages like
Japanese, Thai or
Arabic for a different
geographical client
group)
Able to speak and
write clear, concise
information in
multiple languages
Accurately interpret
customers, peers or
technical
requirements
Can convey
technical and
business messages
with impact

43. 278
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10400 Contact Centre Recovery Staff
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
3-6 Years0-2 Years
RM2,000-RM4,000
Less than or equal to
RM2,000
Advance Master
Assist customers to recover payment by using
telephone in a contact centre environment.
Ability to manage
and resolve conflicts
Perform at basic
level under
supervision with well
defined scope
Perform with minimal
supervision and able
to handle moderate
scope
Telephone etiquette
(Outbound)
Practice attentive
listening or etiquette
selling, has patience
to hear people out
and can accurately
market products or
services
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Ability to handle,
manage and record
customer transaction
Listen and respond
to customer
requirements
Able to clearly
communicate mutual
intentions and
expectations
Recovery approach Meet recovery
targets or task
deliverables
Set recovery targets
or task deliverables
Certified Customer Interaction Professional,
Certified Customer Interaction Specialist
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

44. 279
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual
trends and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution

45. 280
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10500 Contact Centre Business Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Business / Management / Mathematics or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
7-10 Years3-6 Years0-2 Years
RM5,001-RM6,000RM3,601-RM5,000RM2,800-RM3,600
Advance Master
Monitor contact centre sales performance and
produce periodical report to the management and
recommend improvement to achieve objectives set.
Contact Centre Analytic Executive, Report Analyst
Ability to gather
customer
requirements, analyze
operations information
and document
performance
challenges for
continuous
improvement
Stay current on the
subject matter
Look for new
exposure on the
subject matter
Seek out and
explore new
exposure on the
subject matter
Microsoft Office
(e.g. Excel, Access)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and explore
new assignments,
exposure or
challenges in order to
enhance technical
skills
Ability to write clear
and concise reports
Perform at basic
level under
supervision with well
defined scope
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex
scope
Knowledge and
expertise in the
focused business
domain
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
conceptual trends
Understand and
identify new aspects
of subject matter and
conceptual trends
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

46. 281
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution

47. 282
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10600 Contact Centre Team Lead(Inbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
Certified BPO People Leader
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years
RM6,001-RM7,000
11-15 Years
RM7,001-RM9,000RM4,001-RM6,000
Advance Master
Provide leadership and manage client management
team to provide customer focused services at highest
standard.
Call Centre Assistant Manager,
Contact Centre Team Leader
Able to lead and
supervise a team of
contact centre
agents and
operations
Able to coordinate
and manage
resources within
department
Manage teams and
department based
on team maturity and
capability
Ability to handle,
manage and record
customer transaction
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Ability to learn the
knowledge of
Products or Services
handled
Has detailed
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
organization’s
existing and new
products or services
Telephone etiquette
(Inbound and
Outbound)
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Computer skills Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Think and act in
terms of what is best
for the department
Make it easy for
customer to work
with organization
Able to visualize and
anticipate changes
or trend that will
impact the products
or services
Able to anticipate the
problem and provide
practical solutions to
resolve it.
Use solid technical
competence to help
others achieve
exemplary results
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

48. 283
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage
department to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Understanding of
Customer
Relationship
Management (CRM)
System
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Contact Centre
Management Tools
(e.g. Automatic Call
Distribution System,
Interactive Voice
Response System)
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understand the
impact of emerging
trends to area of the
expertise
Focus on process,
output and
performance to
industry standards

49. 284
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10700 Contact Centre Team Lead(Outbound)
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
Certified BPO People Leader
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years
RM6,001-RM7,000
11-15 Years
RM7,001-RM9,000RM4,001-RM6,000
Advance Master
Supervise and lead a team of telemarketers to
achieve Key Performance Index (KPI) set by
management. Train and motivate the team.
Also act as 2nd level point of contact.
Head Team Sales (Call Centre),
Team Leader - Telemarketing, Telesales Team Leader
Able to lead and
supervise a team of
contact centre
agents and
operations
Able to coordinate
and manage
resources within
department
Manage teams and
department based
on team maturity and
capability
Ability to learn the
knowledge of
Products or Services
handled
Has detailed
knowledge of the
organization’s
products or services
Has detailed
knowledge of the
organization’s
existing and new
products or services
Telephone etiquette
(Inbound and
Outbound)
Establish appropriate
communication
strategies to ensure
customer issues are
resolved and goals
are met
Able to assess the
task complexity of
problem and
readiness to resolve
the challenges at the
appropriate level
Computer skills Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Telesales approach Set sales targets or
task deliverables
Hold team members
to sales targets or
task deliverables
Think and act in
terms of what is best
for the department
Able to visualize and
anticipate changes
or trend that will
impact the products
or services
Able to anticipate the
problem and provide
practical solutions to
resolve it.
Use solid technical
competence to help
others achieve
exemplary results
Remove barriers and
prioritize resources
to achieve sales
target or deliverables
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

50. 285
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage
department to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Ability to handle,
manage and record
customer transaction
Able to clearly
communicate mutual
intentions and
expectations
Deliver innovative
and competitive
products or services
Understanding of
Customer
Relationship
Management (CRM)
System
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
organization’s
existing and new
products or services
Make it easy for
customer to work
with organization
Understand the
impact of emerging
trends to the
standard or area of
expertise
8 Contact Centre
Management Tools
(e.g. Automatic Call
Distribution System,
Interactive Voice
Response System)
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards

51. 286
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10800 Contact Centre Trainer
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree or higher in relevant field (e.g. Call Centre / Customer
Service / Business Process Outsourcing)
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years >15 Years
RM4,001-RM6,000
11-15 Years
RM6,001-RM7,000 RM7,000-RM9,000
Advance Master
Conducts skills, technical, management and staff
development training courses within business units or
groups. Able to use effective learning tools like
e-learning, video recording, role-play, interactive
learning and other training methodologies. Uses
needs assessment tools to determine effectiveness of
Industry Educator, Training Consultant
Understanding of
Contact Centre
Operations process
and systems
Take responsibility
for the impact of
emerging trends
to the area of
expertise
Has detailed
knowledge of the
concept, standards
or area of expertise
and their emerging
trends
Ability to drive
Program and
Content
Development,
Delivery and
Evaluation
Invest in
opportunities to
utilize resources to
expand the scope of
work
Explore opportunities
to run tasks or
projects in parallel
Microsoft Office
(e.g. Word,
Powerpoint)
Demand continual
learning of technical
skills and
performance
improvement
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Coaching skills Embrace change as
opportunity for
growth
Promote change
ideas and encourage
others to express
opinions
Contact Centre
Management Tools
(e.g. Automatic Call
Distribution System,
Interactive Voice
Response System)
Role model and
share industry
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Understand the
impact of emerging
trends to area of the
expertise
Act on opportunities
to utilize resources
to expand the scope
of work
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Champion change
ideas despite initial
resistance,
acknowledge failures
and learn from them
Focus on process,
output and
performance to
industry standards
Certified BPO Training Manager
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

52. 287
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize and
optimize usage of
time to complete
action plans
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
significant
complexity
Can handle multiple
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
Advance Master
Understanding of
Customer
Relationship
Management (CRM)
System
Take responsibility
for the impact of
emerging trends
to the area of
expertise
Has detailed
knowledge
of the concept,
systems or area of
expertise and their
emerging trends
Understand the
impact of
emerging trends to
area of the expertise

53. 288
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO10900 Contact Centre Manager
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or higher in Computer Science / Information
Technology / Engineering or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
11-15 Years
RM7,001-RM9,000
>15 Years
RM9,001-RM11,000
Certified BPO Operations Manager
Advance Master
Provide leadership to the overall operations of the
call centre. Manage the relations of clerical, technical
and human functions in the call centre environment.
Call Centre Operation Manager
Ability to lead and
manage a team of
contact centre staff
and operations
Think and act in term
of what is best for
the department
Knowledge of
Service Level
Agreement
Develop new
aspects of subject
matter and
expectations
Knowledge of
Hiring / Interview
Concepts
Shape the
organization
direction to ensure
success of business
Ability to understand
and analyze
customer
requirements
Understand
customer's
critical agenda and
proactively
contribute
innovative solutions
Understanding of
Contact Center
Infrastructure
Management
Make and stand by
difficult or
controversial
technical decisions
Think and act in
terms of what is best
for the overall
organization
Take on complex
challenges that
acquire new or
different area of
subject matter
Act on external
changes to ensure
success of business
Integrate customer
needs with product,
service or
organization
directions
Able to address
complex technical
challenges to the
critical success of
organization or
industry
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

54. 289
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Leverage
department to
increase output and
contribution
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Dictate the time
usage and controls
of resources
Can handle multiple
assignments or
project tasks of
significant
complexity
Generate solutions
of significant
problems that has a
wide range of
benefits
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Leverage
organization to
increase output and
contribution

55. 290
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20100 Accounting Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
11-15 Years7-10 Years3-6 Years0-2 Years
RM7,001-RM9,000RM6,001-RM7,000RM2,001-RM4,000RM2,001-RM3,500
ACCA, CIMA, CPA AUSTRALIA, ICAEW, LCCI
Advance Master
Provide accounting support to customers. Ensure
financial documents and systems practiced comply
with the legal and statutory requirements of the
country where the customers are operating in.
Accountant, Account Receivable (AR) Executive,
Account Payable (AP) Executive,
Team Leader - Accounting
Ability to execute
financial accounting
transactions
Perform at basic
level under
supervision with well
defined scope
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Fully proficient,
handle high
complexity or cross
organizational scope
Accounting Software
(e.g. QB Online /
Peach Tree)
Learn to use industry
tools/ standards
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards
Knowledge of
Financial Reporting
Standards (e.g.
IFRS)
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
expectations
Understanding of US
GAAP
Has general
knowledge of the
concept, standard or
area of expertise
Has detailed
knowledge of the
concept, standard or
area of expertise
Has detailed
knowledge of the
concept, standards
or area of expertise
and their emerging
trends
Understand the
impact of emerging
trends to area of the
expertise
Knowledge of
multinational
business
environment
Understand
individual's role in
the success of
business
Understand team's
role in the success of
business
Drive organization's
role in the success of
business
Shape the
organization
direction to ensure
success of business
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

56. 291
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution

57. 292
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20200 Financial Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years3-6 Years0-2 Years
RM7,001-RM9,000RM6,001-RM7,000RM4,001-RM6,000RM2,001-RM3,500
Advance Master
Conduct quantitative analysis of information affecting
investment programs of public or private institutions.
Operational Risk Analyst, Team Leader - Financial
Services
Knowledge of
Economics and
Accounting
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
expectations
Spreadsheet
Software
(e.g. MS Excel)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Financial Analysis
Software
Learn to use industry
tools/ standards
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards
4 Understanding of
ERP Software -
Finance Module
(e.g. SAP, Oracle)
Has general
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Understand the
impact of emerging
trends to area of the
expertise
ACCA, Certified Financial Analyst(CFA), Chartered Financial Analyst (CFA)
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

58. 293
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or
ahead of time
Able to organize and
optimize usage of
time to complete
action plans
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution
Leverage team to
increase output and
contribution

59. 294
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20300 Fraud Detector
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM / Diploma / Degree in any field
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years3-6 Years0-2 Years
RM3,501-RM4,000RM2,001-RM3,500
Less than or equal to
RM2,000
Advance Master
Provide checking on payment cheques using UV
lights. Report dispute to Supervisor. Supervisor or
Manager has overall responsibility to develop
effective control system in preventing financial fraud
and money laundering, and ensure resources,
systems and procedures are in place for
implementation.
Transaction Monitoring Manager, Fraud Specialist
Ability to assess,
research and
analyze fraud cases
Check for
irregularities and
completeness of
work
Check for
irregularities,
completeness and
proficiency of work
Establish new
systems and
processes to detect
irregularities
Knowledge of Money
Laundering
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Knowledge of
Banking and
Financial Products
and Technologies
Understand
individual's role in
the success of
business
Understand team's
role in the success of
business
Drive organization's
role in the success of
business
4 Understanding of
Database System
(e.g. Oracle, DB2)
Has general
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Certified Fraud Specialist(CFS)
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

60. 295
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution

61. 296
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20400 Compliance Executive
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or higher in Banking / Finance / Accounting / Legal
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years3-6 Years0-2 Years
RM6,001-RM7,000RM4,001-RM6,000RM3,501-RM4,000RM2,001-RM3,500
Advance Master
Ensure appropriate steps of control, repeatability and
quality are established in all key areas of the
company to promote best business practices.
Perform risk-based compliance audit on a periodic
basis.
Business Compliance Executive, Compliance Manager
Knowledge of
Regulatory
Compliance,
Auditing or Risk
Management
Articulate and
interpret the aspects
of subject matter
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
expectations
Knowledge of Rules
and Regulations by
Regulatory Bodies
Understand
individual's role in
the success of
business
Understand team's
role in the success of
business
Drive organization's
role in the success of
business
Shape the
organization
direction to ensure
success of business
Microsoft Office
(e.g. Excel, Visio,
Powerpoint)
Stay current on
technology
development
Look for
opportunities to
gain exposure to
new technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

62. 297
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution

63. 298
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20600 Fund Accounting Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking /
Management
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years 11-15 Years
RM3,901-RM4,800 RM4,801-RM6,500
0-2 Years
RM2,500-RM2,800
3-6 Years
RM2,801-RM3,900
Advance Master
Ensure Net Asset Value and unit trust pricing are
calculated accurately and compliant to relevant
statutory reporting requirement
Fund Accounting Executive, Securities Services
Executive, Transaction Banking Executive,
Ability to execute
financial accounting
transactions
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Accounting Software
(e.g. AccPac / UBS)
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Fund accounting
systems
Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
4 Knowledge of
Financial Reporting
Standards (e.g.
IFRS, GAAP)
Has detailed
knowledge of the
concept, standard or
area of expertise
Has detailed
knowledge of the
concept, standards
or area of expertise
and their emerging
trends
5 Knowledge of
multinational
business
environment
Understand team's
role in the success of
business
Perform at basic
level under
supervision with well
defined scope
Learn to use industry
tools/ standards
Apply technical skills
to complete
assigned tasks
Has general
knowledge of the
concept, standard or
area of expertise
Understand
individual's role in
the success of
business
Drive organization's
role in the success of
business
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Focus on process,
output and
performance to
industry standards
Use solid technical
competence to help
others achieve
exemplary results
Understand the
impact of emerging
trends to area of
the expertise
Shape the
organization
direction to ensure
success of business
ACCA,CPA Australia, Certified Financial Analyst(CFA),
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

64. 299
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate
complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Able to apply
structured problem
solving process
and tools to solve
basic problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate
complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
Advance Master
Understanding of
investment securities
valuation
methodologies
Has detailed
knowledge of the
concept systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Has general
knowledge of
conceptual systems
or area of expertise
Understand the
impact of emerging
trends to are of the
expertise

65. 300
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO20700 Process Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years
RM4,501-RM6,500
0-2 Years
RM2500-RM3500
3-6 Years
RM3,501-RM4,500
Advance Master
Provide process oriented accounting support to
customers. The processes usually employ high level
of automation that ensure financial documents and
systems practiced comply with the legal and statutory
requirements of the country where the customers are
operating in.
P2P Analyst, O2C Analyst, R2R Analyst,
Ability to execute
financial accounting
transactions
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Accounting Software
(e.g. SAP / Oracle)
with other automation
software and
technologies (e.g.
Optical Character
Recognition, business
workflow)
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Knowledge of
Financial Reporting
Standards (e.g.
IFRS, GAAP, etc.)
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
4 Ability to use
Microsoft Office (e.g.
Excel, Access,
Powerpoint)
Look for
opportunitites to gain
exposure to new
technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
5 Ability to use
reporting tools
Apply strong
technical skills to
achieve results
Perform at basic
level under
supervision with well
defined scope
Learn to use industry
tools/ standards
Articulate and
interpret the aspects
of subject matter
Stay current on
technology
development
Apply technical skills
to complete
assigned tasks
Utilize solid technical
competence to
achieve exemplary
results
ACCA, CPA Australia,
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

66. 301
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate
complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Able to apply
structured problem
solving process
and tools to solve
basic problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
Advance Master
Knowledge of
multinational business
environment
Understand team’s
role in the success of
business
Drive organization’s
role in the success of
business
Understand
individual’s role in
the success of
business

67. 302
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO30100 Human Resource Coordinator
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or higher in Human Resource Management
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years
RM9,001-RM11,000RM6,001-RM7,000
0-2 Years
RM2,001-RM3,500
3-6 Years
RM4,001-RM6,000
Advance Master
Coordinate all HR activities including recruitment via
the use of different media, negotiation on
compensation, training and development, staff
welfare, performance appraisal and recruitment of
foreign knowledge workers. Ensure customer
satisfaction and requested services are delivered on
time. May implement talent management tools to
acquire, retain, motivate, retrain and development of
staff.
Human Resource Analyst, HR Assistant,
HR Associate, HR Consultant,
Talent Acquisition Consultant
Knowledge of Skills
Requirement of
Manpower
Recognize aspects
of subject matter and
emerging expecta-
tions
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
conceptual trends
Knowledge of
Human Resource
Management
Understand team's
role in the success of
business
Drive organization's
role in the success of
business
Shape the
organization
direction to ensure
success of business
Microsoft Office
(e.g. Word,
Powerpoint)
Look for
opportunities to
gain exposure to
new technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
4 Understanding of
ERP System - HR
Module (e.g. Ramco,
SAP, Peoplesoft)
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Understand the
impact of emerging
trends to area of
the expertise
5 Knowledge of
Contact Centre
Operations
Recognize and
anticipate impact of
action and decisions
Articulate and
interpret the aspects
of subject matter
Understand
individual's role in
the success of
business
Stay current on
technology
development
Has general
knowledge of the
concept, systems or
area of expertise
Understand impact
of action
Capitalize on
opportunities
and expertise to
grow business or
improve service
offering
Recognize
opportunities to grow
new business or new
service offering
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

68. 303
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Able to apply
structured problem
solving process and
tools to solve basic
problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution

69. 304
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO30200 Talent Management Specialist
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or higher in Human Resource Management,
Business Administration or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years
RM4,501-RM6,500
11-15 Years
RM7,001-RM9,000
3-6 Years
RM3,501-RM4,500
Advance Master
Manage and coordinate talent management planning
process, ensure all Group managers understand their
role in the process, make continual review on the
process to make sure its objectives are met, and
ensure systems are in place to link the talent pipeline
with upcoming vacancies.
Knowledge of Talent
Management and
Succession Planning
Processes
Recognize aspects
of subject matter and
emerging
expectations
Understand and
identify new aspects
of subject matter and
expectations
Assessment Tools
and Technologies
Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Microsoft Office(e.g.
Word, Powerpoint)
Look for
opportunities to gain
exposure to new
technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
4 Ability to adapt and
improvise based on
trending business
situations
Recognize the need
to learn about focus
area
Demand continual
learning of focus
area
Develop new
aspects of subject
matter and
expectations
Use solid technical
competence to help
others achieve
exemplary results
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Extend the reach
and impact of focus
area
Certified BPO People Manager
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

70. 305
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage
department to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution

71. 306
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO30300 Training Specialist
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Social Science / Sociology, Human Resource
Management, Mass Communications, Education / Teaching /
Training or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years
RM4,001-RM6,000
11-15 Years
RM6,001-RM7,000
>15 Years
RM7,001-RM9,000
Advance Master
Design, customize and maintain learning and
development materials to meet predefined objectives.
Plan and deliver training courses to develop human
capital within the client’s organization, implement
strategies and programs to build client’s organizational
capabilities, and develop systems and process to
support for client’s Talent/Succession Planning
initiatives.
Learning & Organization Development Manager
Knowledge of
Organizational Design
and Effectiveness
Develop new
aspects of subject
matter and
expectations
Take on complex
challenges that
acquire new or
different area of
subject matter
Understand and
identify new aspects
of subject matter and
expectations
Knowledge of
Organization
Change
Management
Shape the
organization
direction to ensure
success of business
Act on external
changes to ensure
success of business
Drive organization's
role in the success of
business
Ability to drive
Process
Development
Act on opportunities
to utilize resources
to expand the scope
of work
Invest in
opportunities to
utilize resources to
expand the scope of
work
Explore opportunities
to run tasks or
projects in parallel
4 Coaching and
consulting skills
Champion change
ideas despite initial
resistance,
acknowledge failures
and learn from them
Embrace change as
opportunity for
growth
Promote change
ideas and encourage
others to express
opinions
5 Microsoft Office
(e.g. Word,
Powerpoint)
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Demand continual
learning of technical
skills and
performance
improvement
Seek out and explore
new assignments,
exposure or
challenges in order
to enhance technical
skills
Certified BPO Training Manager
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

72. 307
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize and
optimize usage of
time to complete
action plans
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or
ahead of time
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Able to apply
structured problem
solving process
and tools to solve
basic problems
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Leverage
department to
increase output and
contribution
Leverage
organization to
increase output and
contribution
Leverage team to
increase output and
contribution

73. 308
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO30400 Head of Compensation & Benefits
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Human Resource Management or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years
RM7,001-RM9,000
11-15 Years
RM11,001-RM13,000
>15 Years
RM13,001-RM17,000
Advance Master
Plan, direct or coordinate rewards and
recognition - strategies and activities for employees
in the client - organization to attract and retain key
individuals and motivate them to achieve the
company- short and long-term goals. Research and
analyze market compensation & benefits
practices and trends, and lead and coordinate annual
performance management, bonus and salary review
process. Carry out industrial salary survey,
benchmarking, internal equity and salary grading
Compensation & Benefits Manager
Knowledge of
Compensation and
Benefits
Develop new
aspects of subject
matter and
expectations
Take on complex
challenges that
acquire new or
different area of
subject matter
Understand and
identify new aspects
of subject matter and
expectations
Negotiation and
persuasive skills
Recognize
opportunities to
grow new business
or new services
offering
Set direction for
growth
Capitalize on
opportunities and
expertise to grow
business or improve
service offering
Ability to monitor
market trends or
regulations and
propose timely policy
changes
Champion change
ideas despite initial
resistance,
acknowledge failures
and learn from them
Embrace change as
opportunity for
growth
Promote change
ideas and encourage
others to express
opinions
4 Ability to operate as
consultant and
strategic business
partners to
customers or key
stakeholders
Shape the
organization
direction to ensure
success of business
Act on external
changes to ensure
success of business
Drive organization's
role in the success of
business
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

74. 309
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize and
plan tasks as
schedule or
ahead of time
Able to organize and
optimize usage of
time to complete
action plans
Able to plan and
complete tasks as
schedule
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Generate solutions
of significant
problems that has a
wide range of
benefits
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Leverage depart-
ment to increase
output and
contribution
Leverage
organization to
increase output and
contribution
Leverage team to
increase output and
contribution

75. 310
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO30500 Head of Performance Management
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Human Resource Management, Business
Administration, Management or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
7-10 Years
RM7,001-RM9,000
11-15 Years
RM9,001-RM11,000
>15 Years
RM13,001-RM15,000
Advance Master
Plan, implement and manage the entire
organizational Performance Management
framework, guideline and cycle. Build capabilities
within the organizational Group/Divisions to manage
the Performance Management System and in
developing a comprehensive Competency
Directory to support the business needs and
employee development. Analyse and collaborate
with the relevant stakeholders generating
intervention programmes to address identified gaps
Talent and Organization Performance Manager
Knowledge of
Performance
Management
Process
(e.g. Balanced
Score Card, Strategy
Mapping)
Develop new
aspects of subject
matter and
expectations
Take on complex
challenges that
acquire new or
different area of
subject matter
Understand and
identify new aspects
of subject matter and
expectations
Knowledge of
Competency
Development and
Assessment
Shape the
organization
direction to ensure
success of business
Act on external
changes to ensure
success of business
Drive organization's
role in the success of
business
Ability to drive and
manage projects
Act on opportunities
to utilize resources
to expand the scope
of work
Invest in
opportunities to
utilize resources to
expand the scope of
work
Explore opportunities
to run tasks or
projects in parallel
4 Strong leadership
and negotiation skills
Champion change
ideas despite initial
resistance,
acknowledge failures
and learn from them
Embrace change as
opportunity for
growth
Promote change
ideas and encourage
others to express
opinions
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

76. 311
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately
and communicate
concerns clearly
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Able to plan and
complete tasks as
schedule
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle basic
assignments or
project tasks
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Able to apply
structured problem
solving process
and tools to solve
basic problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Leverage team to
increase output and
contribution
Leverage
department to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution

77. 312
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO30600 Payroll Analyst
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years
RM5,001-RM6,000RM4,001-RM5,000
0-2 Years
RM2,001-RM3,500
3-6 Years
RM3,501-RM4,000
Advance Master
Provide accurate and timely payroll processing
services in a SSO environment.
Payroll Executive, Payroll Processor, Payroll Manager
Ability to process
payroll transactions
Deliver multiple task
or assignment
results in a timely
and consistent
manner
Document and
deliver intentions
and expectations of
complex
assignments
Follow through on all
assignment
commitments and
expectations
ERP System - HR/
Payroll Module (e.g.
Ramco, SAP,
Peoplesoft)
Know and use
industry tools/
standards
Use industry
tools/standards
routinely and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards
Microsoft Excel Look for
opportunities to gain
exposure to new
technical skills
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
4 Computer skills Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Use solid technical
competence to help
others achieve
exemplary results
5 Ability to understand
and analyze
customer
requirements
Perform with minimal
supervision and able
to handle moderate
scope
Deliver results in a
timely and consistent
manner
Learn to use industry
tools/ standards
Stay current on
technology
development
Apply technical skills
to complete
assigned tasks
Perform at basic
level under
supervision with well
defined scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Fully proficient,
handle high
complexity or cross
organizational scope
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

78. 313
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Convey customer
requests, technical
requirements and
business messages
with impact
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Able to organize and
optimize usage of
time to complete
action plans
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process and
tools to solve basic
problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Able to apply
structured problem
solving process and
tools to solve basic
problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution
Focus on individual
effort to increase
output and
contribution

79. 314
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO40100 Head of Operations-Shared Services
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree or higher in Banking / Finance / Accounting /
Mathematics / Science / Information Technology or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years >15 Years
RM18,001-RM25,000RM15,000-RM18,000 RM25,000 and above
Advance Master
Lead and manage the shared services operations.
Ensure the unit is run in a cost effective manner with
the right resources for the right purpose at the right
time.
Resource Manager, Service Delivery Manager
Knowledge of
Resource Planning
Concept (e.g. Human
Resources,
Financials, Customer
Relationship and
Project Management)
Take on complex
challenges that
acquire new or
different area of
subject matter
Understand and
identify new aspects
of subject matter and
expectations
Develop new
aspects of subject
matter and
expectations
Ability to lead and
oversee a team of
senior management
staff
Think and act in
terms of what is best
for the overall
organization
Manage teams and
department based
on team maturity and
capability
Think and act in term
of what is best for
the department
Knowledge of
Industry trends and
changes
Act on external
changes to ensure
success of business
Drive organization's
role in the success of
business
Shape the
organization
direction to ensure
success of business
4 Microsoft Office(e.g.
Word, Excel,
Powerpoint, Visio)
Demand continual
learning of technical
skills and
performance
improvement
Seek out and
explore new
assignments,
exposure or
challenges in order
to enhance technical
skills
Maintain and keep
current technical
expertise in order
to assess
situation and
provide direction
5 Knowledge of
Business Process
Outsourcing
Set direction for
growth
Capitalize on
opportunities and
expertise to grow
business or improve
service offering
Recognize
opportunities to
grow new business
or new services
offering
Certified BPO Business Leader
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

80. 315
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize and
optimize usage of
time to complete
action plans
Dictate the time
usage and controls
of resources
Able to organize and
plan tasks as
schedule or
ahead of time
Can handle multiple
assignments or
project tasks of
moderate complexity
Can handle multiple
assignments or
project tasks of
significant
complexity
Can handle multiple
assignments or
project tasks
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Generate solutions
of significant
problems that has a
wide range of
benefits
Use advance
problem solving
process/tools and
understand the
impact of solutions
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Leverage
department to
increase output and
contribution
Leverage
organization to
increase output and
contribution
Leverage team to
increase output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Microsoft Project Utilize solid technical
competence to
achieve exemplary
results
Use solid technical
competence to help
others achieve
exemplary results
Understanding of
Risk Management
Methodologies
Has detailed
knowledge of the
concept, standards
or area of expertise
and their emerging
trends
Understand the
impact of emerging
trends to the
standard or area of
expertise
Offer technical
suggestions beyond
normal expectations
Take responsibility
for the impact of
emerging trends
to the standard or
area of expertise

81. 316
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO50300 Contract Management Specialist
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Diploma or degree in Accounting / Finance / Banking
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
11-15 Years7-10 Years3-6 Years >15 Years
RM7,001-RM9,000RM6,001-RM7,000RM4,001-RM6,000 RM9,001-RM11,000
Advance Master
Provides support to the Contract Management team
or directly to the Client Engagement team to enable
the administration of government, international and
commercial contracts and subcontracts in accordance
with company policies and procedures, applicable
laws, and customer requirements.
Responsible for tracking and monitoring contract
changes, deliverables, correspondence and risks, and
maintaining associated documentation.
Knowledge of
contract
management
deployment,
compliance and risks
Able to address
complex technical
challenges to the
critical success of
organization or
industry
Willingly embrace
new technical
knowledge despite
the elements of risk
or difficulty of task
Make and take
informed technical
decisions despite
limited information
Make and stand by
difficult or
contraversial
technical decisions
Ability to use reports
generation tools to
monitor contract
compliance
Demand continual
learning of the
subject matter and
performance
improvement
Look for new
exposure on the
subject matter
Seek out and
explore new
exposure on the
subject matter
Maintain and keep
current on the
subject matter in
order to assess
situation and provide
direction
Negotiations skills
particularly on scop
and service levels
Knowledge and
expertise in contract
management tools
Ability to monitor
contract changes,
deliverables,
correspondence and
risks
Offer technical
suggestions beyond
normal expectations
Apply strong
technical skills to
achieve results
Utilize solid technical
competence to
achieve exemplary
results
Use solid technical
competence to help
others achieve
exemplary results
Role model and
share industry
standards
Know and use
industry tools /
standards
Use industry tools /
standards routinely
and offer
improvement
suggestions
Focus on process,
output and
performance to
industry standards
Set strategies and
direction, key
influencer internally
and externally
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Fully proficient,
hanlde high
complexity or cross
organizational scope
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre
4
5

82. 317
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Have good
command of
language skills and
able to communicate
effectively between
peers or customers
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Dictate the time
usage and controls
of resources
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
extreme complexity
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Use advance
problem solving
process/tools and
understand the
impact of solutions
Able to apply
structured problem
solving process
and tools to solve
basic problems
Use advance
problem solving
process/tools and
understand the
impact of solutions
Use advance
problem solving
process/tools and
understand the
impact of solutions
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Leverage
organization to
increase output and
contribution
Focus on individual
effort to increase
output and
contribution
Leverage team to
increase output and
contribution
Leverage
department to
increase output and
contribution

83. 318
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO40200 Process Improvement Specialist
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Computer Science / Information Technology / MIS /
Engineering / Business /Accounting or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2
Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
4
5
7-10 Years3-6 Years 11-15 Years
RM7,001-RM9,000 RM8,001-RM10,000 RM10,001-RM18,000RM3,500-RM6,000
>15 Years
Lean, Six Sigma, Project Management Professional(PMP), PRINCE2, Kaizen events
Advance Master
Responsible for leading business transformation
projects as well as executing improvements on
existing process and / or infrastructure
Business Process Improvement Manager,
Process Improvement Analyst, Business Analyst,
Deployment of
Customer Facing
Technologies,
Management tools,
Content Manage-
ment, or automation
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Understanding of
Process Compliance
and Change
Management
Recognize aspects
of subject matter and
conceptual trends
Understand and
identify new aspects
of subject matter and
conceptual trends
Understanding of IT
Security Risk
Management
Perform with minimal
supervision and able
to handle moderate
scope
Fully proficient, has
in-depth knowledge,
work independently
on moderate to high
complex scope
Knowledge and
expertise in Process
Improvement tools
and techniques
(Kaizen, Lean, Six
Sigma, TRIZ, etc.)
Has detailed
knowledge of the
concept, systems or
area of expertise
Has detailed
knowledge of the
concept, systems or
area of expertise and
their emerging
trends
Ability to apply
concept of Process
Analysis, Change
Management and
Reengineering
Perform with minimal
supervision and able
to handle moderate
scope
Seek out and
explore new
assignments,
exposure or
challenges in order
toenhance technical
skills
Fully proficient,
handle high
complexity or cross
organizational scope
Set strategies and
direction, key
influencer internally
and externally
Make and stand by
difficult or
controversial
technical decisions
Able to address
complex technical
challenges to the
critical success of
organization or
industry
Fully proficient,
handle high
complexity or cross
organizational scope
Set strategies and
direction, key
influencer internally
and externally
Understand the
impact of emerging
trends to area of
the expertise
Take responsibility
for the impact of
emerging trends
to the area of
expertise
Maintain and keep
current technical
expertise in order
to assess situation
and provide direction
Demand continual
learning of technical
skills and
performance
improvement
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

84. 319
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
1 2 3 4 5
Communicate to the
industry in ways to
help advance and
influence the
objectives
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Convey customer
requests, technical
requirements and
business messages
with impact
Reduce complex
communication to
fundamental
elements to reach
appropriate
audiences
Dictate the time
usage and controls
of resources
Able to plan and
complete tasks as
schedule
Able to organize and
plan tasks as
schedule or ahead of
time
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
significant
complexity
Can handle basic
assignments or
project tasks
Can handle multiple
assignments or
project tasks
Can handle multiple
assignments or
project tasks of
moderate complexity
Contribute solutions
of extreme problems
at the deepest level
of complexity
Use advance
problem solving
process/tools and
understand the
impact of solutions
Recognize
conceptual trends
and impact of
solutions to
moderate problems
Generate solutions
of significant
problems that has a
wide range of
benefits
Able to present and
engage large
audience attention,
influence and
advocate specific set
of agenda
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Able to deliver
quality presentation
to a sizeable group
of audience or
decision makers and
obtain appropriate
decisions
Leverage
organization to
increase output and
contribution
Leverage team to
increase output and
contribution
Leverage
department to
increase output and
contribution
Leverage
organization to
increase output and
contribution
No Description Entry Intermediate Senior
6
7
Advance Master
Provision of
Coaching, Mentoring
and Training to
employees in
change management
and facilitation
Maintain and keep
current on the
subject matter in
order to assess
situation and provide
direction
Stay current on the
subject matter
Look for new
exposure on the
subject matter
Seek out and
explore new
exposure on the
subject matter
Project Management
Skills
Demand continual
learning of technical
skills and
performance
improvement
Deliver multiple task
or project results in a
timely and consistent
manner
Document and
deliver intentions
and expectations of
complex projects
Follow through
on all projects
commitments and
expectations

85. 320
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO50100 Media Research Specialist
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
SPM or higher
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
0-2 Years
Project Management
Professional (PMP), PRINCE2
Less than or equal to
RM2,000
Advance Master
Monitors and tracks commercials on radio, television,
newspaper and internet. Identifies
brand/product/service name, advertisers, also
advertisement category with aid of on-line and
off-line research tools.Provides data for clients to
view on-line - 24 hours a day, 7 days a week, all year
round.
Ability in English
language
comprehension
General computer
skills
Usage of the internet
to perform research
Able to speak and
write clear, concise
information in
English
Apply technical skills
to complete
assigned tasks
Apply technical skills
to complete
assigned tasks
4 Ability to use
Microsoft Windows
and Microsoft Office
software
Able to understand
and execute
assigned tasks
5 Project management
skill
Focus on assigned
tasks or project
deliverables
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

86. 321
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle multiple
assignments or
project tasks
Able to apply
structured problem
solving process
and tools to solve
basic problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution

87. 322
Technical Skills Competency
(Note: skills marked in darker colour are ‘required skills’, skills marked in lighter colour are ‘elective skills’)
JOB CODE JOB TITLE
SSO50200 Contract Drafter
JOB DESCRIPTION
SIMILAR JOB TITLES
JOB GROUPING
EDUCATION
Degree in Business Studies / Administration / Management /
Legal or equivalent
SPM Diploma Bachelor’s Master’sCertificate
INDUSTRY CLUSTER
Shared Services & Outsourcing
No Description Entry Intermediate Senior
No Description
1 Industry Experience
2 Industry
Certification
3 Salary Range
Entry Intermediate Senior Advance Master
1
2
3
0-2 Years 3-6 Years
RM2,300-RM3,500
Project Management Professional (PMP),
PRINCE2
RM2,301-RM6,000
Advance Master
Act as contractual "middleman" between company
and customers, ensuring timely review and approval
of contracts, Ability to develop and implement
procedures for Contract Management and
Administration in compliance with agreed customer's
requirement.
Contract Administrator, Contract Executive,
Ability to develop and
implement procedures
for Contract
Management and
Administration in
compliance with
agreed customer's
requirement.
Contract
management tools
(e.g. contract
lifecycle, vendor
contract redlines
process)
Microsoft Office
(e.g. Word, Excel,
Powerpoint)
Perform at basic
level under
supervision with well
defined scope
Learn to use industry
tools/ standards
Stay current on
technology
development
Perform with minimal
supervision and able
to handle moderate
scope
Know and use
industry tools/
standards
Look for
opportunities to
gain exposure to
new technical skills
4 Project management
skills
Deliver results in a
timely and consistent
manner
Deliver multiple
projects results in a
timely and consistent
manner
5 Quality control
analysis
Focus on doing the
right things to
maintain quality of
work
Ensure the right
measures are in
place to to manage
quality of work
Finance &
Accounting
Human
Resources
Legal &
Marketing
All GroupsContact Centre

88. 323
Soft Skills Competency
(Note: Lighter color gradient indicates basic level proficiency; darker color gradient indicates higher level proficiency)
No Description Entry Intermediate Senior Advance Master
1 Communication
2 Time Management
3 Multitasking
4 Problem Solving
5 Presentation Skills
6 Managing People
Suitable For
Entry Level
1 2 3 4 5
Interpret customer
requests and
technical
requirements
accurately and
communicate
concerns clearly
Able to organize and
plan tasks as
schedule or ahead of
time
Can handle multiple
assignments or
project tasks
Able to apply
structured problem
solving process
and tools to solve
basic problems
Understand the
purpose and
components of
presentation and
able to present to a
small group of
audience
Focus on individual
effort to increase
output and
contribution
Convey customer
requests, technical
requirements and
business messages
with impact
Able to organize and
optimize usage of
time to complete
action plans
Can handle multiple
assignments or
project tasks of
moderate complexity
Able to apply
structured problem
solving process
and tools to solve
basic problems
Define the purpose
and components of
presentation and
able to deliver quality
presentations to a
moderate group of
audience
Focus on individual
effort to increase
output and
contribution
No Description Entry Intermediate Senior
6
Advance Master
Knowledge and
expertise in process
improvement tools
and techniques
Perform at basic
level under
supervision with well
defined scope
Perform with minimal
supervision and able
to handle moderate
scope

90. Appendix 1
Glossary

91. 326
A/R
A/P
ACD
AJAX
ALE
API
ASIC
ASM
ASP
AV
BAPI
BGP
BI
BIND
BIOS
BPO
CAD
CG
CICS
CISC
CMM
CMOS
CMS
CPU
CRM
CSS
CVS
DBA
DC
DFE
DFM
DFS
DFT
DFX
DFY
DHCP
Accounts Receivable
Accounts Payable
Automated Call Distribution
Asynchronous JavaScript and XML
Application Link Enabling
Application Programming Interface
Application-Specific Integrated Circuit
Assembly Language
Active Server Pages
Audio Visual
Business Application Programming Interface
Border Gateway Protocol
Business Intelligent
Berkeley Internet Name Domain
Basic Input/Output System
Business Process Outsourcing
Computer-Aided Design
Computer Graphics
Customer Information Control System
Complex Instruction Set Computer
Creative Multimedia
Complementary Metal Oxide Semiconductor
Content Management System
Central Processing Unit
Customer Relationship Management
Cascading Style Sheets
Concurrent Versions System
Database Administrator
Direct Current
Design For Environment
Design For Manufacturing
Design For Service
Design For Test
Design For Excellence
Design For Yield
Dynamic Host Configuration Protocol
Term Description

92. 327
Term Description
DHTML
DNS
DOE
DRC
EAI
EDA
EIM
EJB
ERC
ERP
FMEA
FPGA
FTP
GAAP
GigE
GPRS
GSM
GUI
HTML
HR
IC
ICT
iDOCS
IDS
IFRS
IIS
INT
I/O
IP
IP
IR Drop
IT
ITIL
ITO
IVR
JCL
Dynamic HTML
Domain Name System
Design of Experiments
Design Rule Checking
Enterprise application integration
Electronic Design Automation
Enterprise information management
Enterprise JavaBeans
Electrical Rule Check
Enterprise Resource Planning
Failure Modes and Effects Analysis
Field-Programmable Gate Array
File Transfer Protocol
Generally Accepted Accounting Principles
Gigabit Ethernet
General Packet Radio Service
Global System for Mobile communications
Graphical User Interface
Hyper Text Markup Language
Human Resources
Integrated Circuit
Information and Communication Technologies
intermediate document
Intrusion Detection System
International Financial Reporting Standards
Internet Information Services
Information Technology
Input/Output
Intellectual Property
Internet Protocol
Voltage Drop (= product of current ‘I’ passing through resistance and resistance value ’R’)
Information Technology
Information Technology Infrastructure Library
Information Technology Outsourcing
Interactive Voice Response
Job Control Language
Term Description

93. 328
JDE
KPO
LINQ
LSMW
LVS
MDeC
MEL
LINQ
LSMW
LVS
MDeC
MEL
MFC
MOSS
MSC
MVC
MVS
NPI
OO
OS
OSPF
PC
PCB
PCIe
Perl
PL/SQL
PLM
RAC
RADIUS
RF
RFC
RISC
RTL
SAN
SATA
SDLC
JD Edwards
Knowledge Process Outsourcing
Language Integrated Query
Legacy System Migration Workbench
Layout Versus Schematic
Multimedia Development Corporation
Maya Embedded Language
Language Integrated Query
Legacy System Migration Workbench
Layout Versus Schematic
Multimedia Development Corporation
Maya Embedded Language
Microsoft Foundation Class
Microsoft Office Sharepoint Server
Multimedia Super Corridor
Model–view–controller
Multiple Virtual Storage
New Product Introduction
Object Oriented
Operating System
Open Shortest Path First
Personal Computer
Printed Circuit Board
Peripheral Component Interconnect Express
Practical Extraction and Report Language
Procedural Language/Structured Query Language
Product lifecycle management
Real Application Clusters (by Microsoft)
Remote Authentication Dial In User Service
Radio Frequency
Remote Function Call
Reduced Instruction Set Computer
Register Transfer Level
Storage area network
Serial Advanced Technology Attachment
Software (or Systems) Development Life Cycle
Term Description

94. 329
SMT
SRM
SSH
SSO
SoC
SVN
TCL
TCP/IP
Telco
TVC
UCM
UEFI
UI
UML
VB
VFX
VHDL
VLSI
VPN
WML
WSS
XAUI
XGMII
xHTML
XML
Surface-Mount Technology
Supplier Relationship Management (SAP)
Secure Shell
Shared Services and Outsourcing
System-On-a-Chip
Subversion Version Control
Tool Command Language
Transmission Control Protocol /Internet Protocol
Telephone Company
Television Commercial
Unified Change Management
Unified Extensible Firmware Interface
User Interface
Unified Modeling Language
Visual Basic
Visual Effects
Very high-speed integrated circuit VHSIC Hardware Description Language
Very Large Scale Integration
Virtual private network
Wireless Markup Language
Windows Sharepoint Services
X’ stands for 10 in Roman numeral, Attachment Unit Interface (it is a standard for extending the XGMII)
10 Gigabit Media Independent Interface
Extensible Hypertext Markup Language
Extensible Markup Language
Term Description

96. Appendix 2
Skills Description

97. 332

98. 333
Description of Soft Skills
Communication Skills
Knowledge of communicating in the workplace including Group Communication and Team Work, Intercultural Communication,
Interpersonal Communication, Intrapersonal Communication, Electronic Communication, Listening, Nonverbal Communication,
Verbal Communication, Written Communication and Language. These skills are necessary to communicate effectively with
co-workers at all levels and with external business contacts.
Knowledge of using time wisely in the workplace including Action Plans, Controlling, Decision Making, Organizing, Planning,
Scheduling, Time Usage, and Time Wasters.
Knowledge in problem solving such as Category Flexibility, Deductive Reasoning, Flexibility of Closure, Inductive Reasoning,
Information Ordering, Mathematical Reasoning, Number Facility, Spatial Orientation, Speed of Closure, Visualization and
Written Comprehension.
Ability of a worker to perform his or her duties in a dynamic environment. This requires attention to two or more sets of
instructions and information at the same time which include frequent minor interruptions due to email or phone messages.
This is a critical skill for virtually all office workers in today's highly connected world.
Knowledge of the concepts of preparing, delivering, and evaluating a presentation including Gathering Information, Learning
Material, Pre-Design & Preparation, Presentation Conclusion, Presentation Delivery, Presentation Structure, Presentation
Types, Speaking Anxiety, and Types of Visual Aids.
Knowledge of managing and leading people in the workplace including Career Self-Management, Conveying and
Understanding Ideas, Decision Making, Leadership Approaches and Styles, Leading People, and Understanding the
Business World.
Time Management
Problem Solving
Multitasking
Presentation Skills
Managing People

99. 334
Technical Skills –
Autodesk 3ds MAX
Adobe FrameMaker
Adobe Illustrator
Adobe InDesign CS
Adobe PageMaker
Adobe Photoshop
Adobe Photoshop CS
Knowledge to operate the 3ds MAX software including the following topics: Animation, File Management, MAXScript,
Lighting, 3D Modeling, and Rendering.
Knowledge of Adobe FrameMaker including the following topics: Advanced Features, Books, Document Basics,
Editing Text, Graphics/Page Layout, Paragraph Formats, Tables, and Variables.
Knowledge of Adobe Illustrator including the following topics: Color Images, Image Basics, Printing, Text, and
General Knowledge.
Knowledge of Adobe InDesign CS including the following topics: Colors, Document Setup, Drawing, Exporting
Documents, Interface, Multimedia, Objects, Typography.
Knowledge of Adobe PageMaker including the following topics: Advanced Features, Color, Document Layout,
Graphics, Linked Files, Outputting/Exporting, Portability, and User Interface.
Knowledge of Adobe Photoshop including the following topics: Color, Drawing and Editing, Efficiency, Image Control,
Layers, Masks and Channels, Painting and Retouching, Saving and Exporting, Text, and the Work Area.
Knowledge of Adobe Photoshop CS including the following topics: File Management, Tools, Text, Filters and Effects,
Efficiency and Automation, Image Properties, Color, Layers, Masks and Channels, User Interface.
AutoCAD
Ability to design in 2D and 3D using AutoCAD including the following topics: Annotation, Drawing, Drawing Shapes,
Drawing View, Editing, Editing Objects, File Management, Format, Inserting Objects, and Utilities and Settings.
Autodesk Gameware
Knowledge of Autodesk Gameware including the following topics: Lighting Composition, Character Animation, Low
Level Path Finding, Advanced A.I and Advanced User Interface.
Autodesk HumanIK
Knowledge of Autodesk Gameware including the following topics: Full Body Inverse Kinetics(FBIK), Real Time
Retargeting and Creature Solver.
Creative Multimedia

100. 335
Autodesk Scaleform
Computer Fundamentals
(Mac OS 10.4)
Computer Fundamentals
(Mac OS X)
Computer Fundamentals
(Win 2000)
Computer Fundamentals
(Win XP)
Computer Literacy (Win XP)
CorelDRAW
Knowledge of Autodesk Gameware including the following topics: 3Di, Common Lightweight
Interface Kit(CLIK), UI Kits and Analyzer for Memory and Performance(AMP)
Knowledge on the Macintosh computer including the following topics: Applications, Internet
and Networking, Graphics and Printing, The Finder, System Preferences, User Accounts and
Security. This is relevant for all computers users who use the Macintosh Operating System
10.4 and peripherals (printers, scanners, disk drives) to performing common tasks in popular
software programs.
Knowledge on the Macintosh computer including the following topics: Apple Menu, Applications,
Classic, Dock and Desktop, Files and Folders, Finder/Windowing, Networking, Printing, System
Preferences, Troubleshooting, and Users. This is relevant for all Macintosh computer users who
use the Mac Operating System X and peripherals (printers, scanners, disk drives) to performing
common tasks in popular software programs.
Skills of using a personal computer with Windows 2000 as its basis. The topics include:
File Management, GUI, Hardware, Networks, Security, Software, Storage, and Win 2000.
Skills of using a personal computer with Windows XP as its basis. The topics include: Basic
Windows Features, Control Panel, Desktop and Taskbar, Files and Folders, Hardware, Help
and Support Centre, Networking, Office Applications, Performance and Maintenance, and
Troubleshooting.
Knowledge of using a computer running the Windows XP Professional operating system in the default (not classic)
mode and default configuration. The topics include: how to install and launch applications; connecting with other
users through networks and by sharing files; using input/output devices such as printers, monitors and other
peripherals; basic Internet concepts such as email, firewalls and the world wide web; maintenance and settings of
the XP environment; storage and management of files; audio and video features; and using multiple windows to work
efficiently.
Knowledge of CorelDRAW including the following topics: Colors and Palettes, Creating Objects,
Effects, File I/O, Manipulating Objects, Prepare for Web, Print and PDF, Special Features, User
Interface, Working with Bitmaps, and Working with Text.
Dreamweaver
Knowledge of Dreamweaver including the following topics: Accessibility, Application
Development, Application Environment, Coding, Collaboration and Productivity, Interactivity,
Layout, Media, Page Authoring, and Site Management.
Fireworks
Knowledge of developing graphics for the Web with Fireworks including the following topics:
Animation, Behaviors, Commands, Drawing, Effects, Exporting, Setup, Tools, and Web Images.
Flash
Knowledge of developing graphics presentations using Adobe Flash including the following
topics: Advanced Actions, Animation, Movie Management, Publishing and Exporting, Scripting,
Sound, Symbols, and Tools.
Lotus Freelance Graphics
Knowledge of Lotus Freelance Graphics including the following topics: Basics, Charting,
Creating a Presentation,Enhancements, Graphics, Objects, Printing, SmartMasters,
Symbols/Pictures, Tables, and Text.

101. 336
MS Front Page
Macromedia Director
Macromedia FreeHand
MPEG Concepts
MS Access
MS Internet Explorer
Knowledge of developing Web sites using Microsoft's Front Page including the following topics: Creating and
Managing Webs; Creating Tables and Forms; Creating Web Pages; FP Client Compatibility; Front Page Components;
General Knowledge; Media; Publishing Web Sites; Site Analysis, Design, and Maintenance; Templates, Wizards,
Tasks, and Frames; Web Servers, Server Management, and Server Extensions; and Web Technologies.
Knowledge of Macromedia's Director software including the following topics: 3D, Flash, Lingo/JavaScript,
MX Interface, Media, Movies In A Window (MIAW), Programming Environment, Project Delivery.
Knowledge of this vector-drawing tool including the following topics: Document Window; Organization;
Drawing; Perspective; Modifying Shape and Position; Modifying Objects; Modifying Attributes; Color, Strokes and
Fills; Symbols and Instances; Layers; Text; Templates; Printing; and Working with Other Applications.
Knowledge of creating and working with MPEG including the following topics: Codecs, Compression, Bandwidth,
and Media Formats.
Knowledge of MS Access Fundamentals used daily by most professionals including the following topics:
Automation and Integration, Data Manipulation, Database Concepts, Database Planning & Design,
Forms & Data Input, Multi-User Issues, Reports & Data Output, User Interface & Application Refinement, and VBA.
Knowledge of MS Internet Explorer Fundamentals including the following topics: Basic Features and Functions,
Browser Usage, Customization, Privacy, Security, and Setup and Installation.
MS Office
Knowledge of MS Office Fundamentals including Microsoft Word, Microsoft Excel, Microsoft Powerpoint, and
Microsoft Outlook. Topics in MS Word include Layout and Formatting, Revising and Printing, and
Standard Word Functions. Topics in MS Excel include Data Entry and Manipulation, Formulas, Functions and Charts,
and Navigating and Printing. Topics in MS Powerpoint include Creating, Editing, and Managing Presentations,
Slide Setup, and Publishing Presentations. Topics in MS Outlook include Mail Management and Message
Organization, Address Book, Schedules and Calendars, and Navigating Outlook and Printing.
MS Project
Knowledge of MS Project including the following topics: Features and Functionality, Programming and Customization,
Project Budgeting, Project Planning, Project Reporting, Project Resources, Project Scheduling, Project Tracking,
and Project Views.

102. 337
Technical Skills –
Assembly Language
Bash Shell Scripting
C
C++
Computer Electronics
Digital Signal Processing (DSP)
Embedded Systems Concepts
PCB Design
Knowledge of the concepts used in all areas of assembly language including the following topics: Numbering and
Representations, Programmers View, Data and Instructions, Addressing Mode, Transfer of Control, Arithmetic
Instructions, Bit Manipulations, Interrupts, Assembler, Interfacing with HLL, and Input/Output.
Knowledge of Bash Shell Scripting including the following topics: Builtin Commands, Parameters, Precedence and
Evaluation, Program Control, Programming Constructs, Redirection, Shell Environment, and Using the
Command Line.
Knowledge of programming in the C Language including the following topics: Arrays, Basics, C Expressions,
Functions, Input/Output, Pointers, Program Statements, and Strings.
Knowledge of programming in C++ including the following topics: Access Checking, Basic Structure, Classes,
Declarations, Declarators, Derivation, Exceptions, Expressions, Overloading, Special Member Functions,
Standard C++ Library, Statements, and Templates.
Knowledge in the core areas of electronics necessary to understand and maintain computersincluding the following
topics: Diagnostics, Electrical/Electronic Engineering Principles, Electronics Application, Electronics Theory,
and Safety.
Knowledge of digital signal processing and its applications including the following topics:Fundamentals, Architecture,
Analog to Digital Conversion, Filtering, DSP Applications, and Advanced Topics.
Knowledge of the core concepts involved in working with embedded systems such as System Design, Hardware and
Software Design, Interrupts, Software Architecture, Validation, and Debugging.
Fiber Optics
Knowledge of concepts and practices of installing fiber optics including the following topics: Fiber Optics Construction,
Applications, Specifications, Connectors, and Hardware.
Knowledge of creating and working with printed circuit boards including the following DFM Assembly, PCB Layout,
Performance Issues, Output, and Bare-Board Basics.topics: DFM Fabrication,
LAN/WAN Communications
Knowledge of LAN/WAN protocols and architecture including the following topics: AppleTalk, Bandwidth Management,
Bridging vs. Routing, IP Addressing, IPX Addressing, OSI Model, Routing Protocols, Troubleshooting,
WAN Types and Topologies
System Design & Development

103. 338
Perl
Pro/ENGINEER
WAN Technologies
WAP
Wireless Network Technology
xDSL
Knowledge of programming in Practical Extraction and Reporting Language including the following topics:
Data Manipulation, Data Structures, Input/Output, Modules, Object Oriented Programming, Programming
Methodologies, Statements, Subroutines, and Variables.
Knowledge of Pro/ENGINEER including the following topics: Assemblies, Construction Features, Modifying Parts,
Patterns, and Copies.
Knowledge of the different architectures and technologies used in Wide Area Networks including the following topics:
Basic Knowledge, Choosing WAN Service, RAS, Routing, WAN Connections, WAN Methodology, WAN Support,
and WAN Types.
Knowledge of the Wireless Applications Protocol (WAP) wireless data protocol including the following topics:
Configuration, General Knowledge, Protocol Stack, Support, Using WMLScript, Vendor Comparison, and WAP Model.
Knowledge of the technology in use for wireless data transmission including the following topics: Architecture,
Cellular, Group Special Mobile (GSM), PCS Network Design, D-Amps, HDML, and Wireless Technologies.
Knowledge of the collective types of Digital Subscriber Lines (DSL) technology including the following topics:
Hardware Setup and Configuration, Software Setup and Configuration, Basic Features, Troubleshooting,
Implementation, DSL Infrastructure, and DSL Applications.

104. 339
Technical Skills –
.NET Framework
ABAP
Active Server Pages (ASP)
ActiveX
Ada
Adabas Administration
ADO.NET
Knowledge of .NET environment including the following topics: .NET Architectural Overview, . NET Framework
Class Library, .NET Metadata, .NET Programming, Assemblies, CLS and CTS, Common Language Runtime (CLR).
Knowledge of programming in ABAP for SAP R/3 including the following topics: ABAP Memory, ABAP Open
SQL,Authority-checks, Background Processing, BDC, Data, Dialog Programming, Field-symbols, File Processing,
Flow Control, Functions, Internal Tables, Logical Units of Work, Macros, Reporting, Structures, Subroutines,
Tasks/Change Requests, and Variables.
Knowledge of developing Web sites using ASP including the following topics: ADO Core Elements,
ASP Architecture,Basic Language, Error Handling, I/O Concepts, Key Client Side Elements, Server Side Elements,
and Utility Objects on Server.
Knowledge of programming ActiveX controls including the following topics: ActiveX Technologies,
General Knowledge, Component Creation, and Interfaces.
Knowledge of programming using Ada including the following topics: Declarations and types, Generics,
Low level programming, Object Oriented Programming, Packages and Visibility, Predefined environment,
Statements and Expressions, SubPrograms, Tasking.
Knowledge of administering Adabas databases including the following topics: Architecture, DB Installation,
DB Maintenance, DB Recovery, DB Validation, Installation and Maintenance, Messages and Codes, Operations and
Procedures, and Unload/Load.
Knowledge of programming using ADO within the .NET Framework including the following topics: Designed for
experienced .NET developers, this test includes the following topics: Command Object, Components, Connection
Object, Data Adapter, Data Reader, DataSets, DataSets and XML, and Implementation.
Apache Administration
Knowledge of Apache 2.0 Administration including the following topics: Customization, Dynamic Content,
Manipulating URL, Modules, Performance Optimization, Securing Web Server, Server Configuration, Setup,
Tracking Server Activities, and Virtual Hosts.
ASP.NET
Knowledge of programming in the .NET environment including the following topics:. Net Framework, Architecture,
Data Integration, Events, Troubleshooting, Web Applications, Web Controls, Web Forms, Web Services.
Assembly Language
Knowledge of the concepts used in all areas of assembly language including the following topics: Numbering and
Representations, Programmers View, Data and Instructions, Addressing Mode, Transfer of Control, Arithmetic
Instructions,Bit Manipulations, Interrupts, Assembler, Interfacing with HLL, and Input/Output.
Information Technology

105. 340
C
C++
Bash Shell Scripting
BEA WebLogic Application
Server Administration
C# Fundamentals
C++ Fundamentals
Knowledge of Bash Shell Scripting including the following topics: Builtin Commands, Parameters, Precedence and
Evaluation, Program Control, Programming Constructs, Redirection, Shell Environment, and Using the Command
Line.
Ability to administer an application server using the BEA WebLogic Server including the following topics:
Application and Deployment, Pre-Planning/Pre-Installation, Server Configuration, Server Management, Server
Monitoring,Server Troubleshooting, and Software Installation.
Knowledge of programming in the C Language including the following topics: Arrays, Basics, C Expressions,
Functions, Input/Output, Pointers, Program Statements, and Strings.
Knowledge of programming in the .NET environment using C# including the following topics: Arrays and Collections,
Assembly Loading and Reflection, Delegates and Events, Exception Handling, Grammar and Logic, Object Creation
and Lifetime, Object Oriented Design, Reference and Value Types, Type Members and Unmanaged Interoperability.
Knowledge of programming in the .NET environment using C# including the following topics: Classes and Interfaces;
Delegates; Grammar; Methods; Type Members; and Type System.
Knowledge of programming in C++ including the following topics: Basic Structure and Syntax, C++ Class,
C++ Data Types, Class Derivation and Inheritance, Class Member Functions, Exception Handling, Fundamentals of
OOD, and OOP.
Cellular Telecommunications
Knowledge of the cellular telecommunications industry including the following topics: Basic Concepts, PCS, Security,
Problem Solving, Topology/Architecture, and Cellular Applications.
CGI Scripting
Knowledge of the key issues in Common Gateway Interface script including the following topics: HTTP, HTML Forms,
CGI Protocol, CGI Programming, CGI Techniques, Security, Webservers, and CGI Alternatives.
Customer Information
Control System (CICS)
Cisco Network Design
Knowledge of programming using CICS including the following topics: BMS, Program Control, Storage,
the CICS System, Troubleshooting, and Utilities.
Knowledge of installing and configuring an Internet Protocol network using Cisco routers including the following topics:
Cisco Network Design Model, Distance Vector Routing Protocols, Enterprise Routing Protocols, Multicast Protocols,
and OSI Model.
Check Point Firewall
Administration
Knowledge of designing and maintaining firewalls using Check Point's FireWall including the following topics: Audits,
Authentication, Core Concepts, Installation/Architecture, Firewall Management, High Availability, Network Address
Translation, Performance Tuning, and Security Policy/Rule Base.

106. 341
Cisco Network Design
Cisco Network Support
Cisco Router Fundamentals
Citrix Adminsitration
Client/Server Concepts
COBOL
ColdFusion
Knowledge of installing and configuring an Internet Protocol network using Cisco routers including the
following topics: Cisco Network Design Model, Distance Vector Routing Protocols, Enterprise Routing Protocols,
Multicast Protocols, and OSI Model.
Knowledge of maintaining an Internet Protocol network using Cisco routers including the following topics:
Dial Solutions, Hardware Architecture, IOS/Command Line, IP Addressing, LAN Switching, Network Protocols,
OSI Model, Routing Protocols, Traffic Management, and WAN Connectivity.
Knowledge of Routing Protocols for Cisco Systems including the following topics: Network Design and
Communication, Network Security and Management, Routing Protocols, and WAN technologies
Knowledge of administering a system using Citrix WinFrame and MetaFrame including the following topics:
Installation, Administration, Configuration, Client Computers, Applications, and Troubleshooting
Knowledge of the basic concepts of client/server networks including the following topics: Networks, Processing,
Database, and Rapid Application Development.
Knowledge of programming in COBOL including the following topics: Arithmetic Statements, Creating reports,
Data Division, Decision Making, File Processing, Language Elements, Process Statements, Tables and Data Access.
Knowledge of developing Web pages using ColdFusion including the following topics: Advanced ColdFusion Issues,
Application Framework, Code Reuse - Modularity, Databases, E-mail, File System, Flow Control, Forms, Functions,
Output, Remote Resources, and Variables.
COM/DCOM (Visual Basic)
Knowledge of the Microsoft Component Object Model and Distributed COM architectures and how these modules
are used in building objects to run in an MS Windows environment including
the following topics: Development, Architecture, Registry, Implementation, DCOM Architecture,and DCOM I
mplementation.
Compaq Server Administration
Knowledge of Compaq system technologies, systems management, and Compaq integration with Windows
NT including the following topics: System Architecture, Server Options, Disk Storage Technologies, Compaq Servers,
Systems Management, Insight Manager, Diagnostics, Remote Management, Windows NT/2000, Recovery Server,
and Integration Server.
Computer Technical Support
Knowledge of how to set up and maintain a PC including the following topics: Boot Problems,
General Hardware Basics, General Hardware Identification and Requirements, I/O Basics, Motherboard,
Operating Systems, Specific Hardware, Storage Devices, and Troubleshooting.
Computer Forensics
Knowledge of Computer Forensics including the following topics: Analyzing Evidence, Collecting Evidence,
Data Types, Examination Procedures, Forensic Tools, Initial Analysis, Investigative Preparation, and Report Findings

107. 342
Computer Telephony
Integration (CTI)
CORBA
CORBA C++
CORBA Java
Crystal Reports
CSS
Customer Requirements
Analysis
Knowledge of designing and installing computer-operated telephone networks in call centres and other locations
including the following topics: Telephony, Administration, Applications, Architecture, Database, Disaster Recovery,
Knowledge of programming using CORBA including the following topics: CORBA Services, CORBA Basics,
Design Issues,IDL, Interface Repository, Interoperability, Method Invocation, OMA, and ORB Interface.
Knowledge of programming using CORBA C++ including the following topics: CORBA Services, CORBA Basics,
Design Issues, IDL, Interface Repository, Interoperability, Method Invocation, OMA, and ORB Interface.
Knowledge of programming using CORBA Java including the following topics: CORBA Services, CORBA Basics,
Design Issues, IDL, Interface Repository, Interoperability, Method Invocation, OMA, and ORB Interface
Knowledge of Crystal Reports including the following topics: Charts and Maps, Crystal Report Tools, Data Selecting
and Grouping, Data Sources, Formulas, Information Sharing, Report Formatting, Report Types, Reports, and
The Repository.
Knowledge of coding Web pages using CSS including the following topics: Generated Content, Layout, Markup,
Media Types, Selectors, Syntax, Text, and Values.
Knowledge of customer requirements and the software development process including the following topics: Analysis,
Building the System, Data Gathering Methods, Defining the System,Documenting, Problem Analysis,
User Needs Analysis, and Validation.
Data Modeling Concepts
Knowledge of the most important aspects of data modeling including the following topics: Attributes and Keys,
Entities, Implementation and Model Notations, Normalization, Relationships, and Uses and Benefits.
Data Warehousing Concepts
Knowledge of the most important aspects of data warehousing including the following topics: Applications,
Architecture, Data Extraction, Data Mining, Data Transformation and Cleansing, Databases, Design,
Implementation Techniques, OLAP, Performance, and the role of Data Warehousing.
DB2 Administration (UDB)
Knowledge of administering DB2 databases including the following topics: Administration, Data Definition, Doors to
DB2, Overview, Programming, SQL, Tools, Tuning, Utilities and Commands.
DB2 Administration (OS390)
Knowledge of administering DB2 databases including the following topics: Administration, Data Definition, Doors to
DB2, Overview, Programming, SQL, Tools, Tuning, Utilities and Commands.

108. 343
DB2 Administration (z/OS)
DB2 Programming
Delphi
Disaster Recovery and
Planning
Dynamic HyperText Markup
Language (DHTML)
E-Commerce Concepts
E-Commerce Implementation
Knowledge of administering DB2 databases including the following topics: Application Program Features,
Data Sharing, Database Design Environment Locking and Concurrency, Monitoring and Tuning, Operation and
Recovery, SQL, Stored Procedures, Triggers and User Functions, Utilities and Commands.
Knowledge of programming DB2 databases including the following topics: SQL queries, concepts, data definition,
data types and structures, programming concepts, programming design, relational database basics, SQL Concepts,
tables, and performance.
Knowledge of programming using Delphi including the following topics: Component Development,
Datasets, Extended Technologies, OOP Concepts, OOP Implementation, Pascal Basics, The Delphi Environment,
VCL, and VCL Components.
Knowledge of recovery techniques in the event of a disaster including the following topics: Essential Concepts
and Terminology, Exposure and Risk Analysis, Disaster Prevention (Avoidance), Planning Fundamentals,
Asset Management, Backups and Offsite Storage, Communications, Preparation Essentials,
Recovery/Interim Restoration, and Relocation to Primary Site/Final Restoration.
Knowledge of coding web pages using DHTML including the following topics: Containers,CSS, DOM, Events,
Forms, Frames, HEAD Elements, Sights and Sounds, and Tables.
Knowledge of ecommerce including the following topics: Backends, Business Models, Ecommerce Technology,
General Understanding/Concepts, Personalization, Purchasing, Security, Taxation/Shipping, Technologies on the
Horizon, and Types of E-commerce.
Knowledge of implementing E-commerce on your web site including the following topics: Ecommerce Building
Blocks, E-commerce Types, Hardware, Money Transactions, Network Infrastructure, Security,
Setting Up an E-commerce Site, and Emerging Technologies.
Electronic Data Interchange
(EDI)
Knowledge of Electronic Data Interchange including the following topics: Ansi-X12, Bar Coding, Test Requirements,
EDI Online thru XML, Cyberdefense, Data Elements and Segments, Security and Auditing, Mapping, Labels,
Transactions Sets, XML Fundamentals and Communications, and Connectivity.
ERP Concepts
Knowledge of the Enterprise Resource Planning business management system and methodology including
the following topics: Enterprise Integration, Enterprise Management, ERP Selection and Implementation, and
Operations Management.
Firewall Administration
Concepts
Knowledge of designing and maintaining firewalls including the following topics: Audits, Core Technologies,
Internals, Maintenance, Network Address Translation (NAT), Optimization, Piercing, Policies, Security Vulnerabilities,
and Types.
ERWin
Knowledge of administering ERWin databases including the following topics: Model Management, Model Types,
Modeling Objects, Data Model Notations, Exchange Formats, Schema Generation, and Reporting

109. 344
IMS
HyperText Markup Language
(HTML)
Informatica PowerMart/
PowerCenter
Information Technology
Industry Knowledge
Information Technology
Security Fundamentals
Information Technology
Terminology
Informix Administration
Knowledge of coding web pages using HTML including the following topics: Advanced HTML, Browsers, Components,
Document Information, Forms, Frames, Images, Links, Lists, Page Structure, Style Sheets, Tables,
Knowledge of the IBM hierarchical database management system database such as Data Base Description,
Loading/Inserting Segments, Sequential Retrieval, Random Retrieval, Deleting/Replacing Segments, DL/I Processing,
and Command Codes.
Knowledge of developing using Informatica including the following topics: Advanced Features and Functions,
Designer, Environment Configuration, Mapping Designer, Performance, Repository Manager Tasks, Features
and Functions, Setup and Installation, Source Analysis, Warehouse Designer, and Workflow Administration Tasks.
Knowledge of the computer industry including the following topics: Bus Technology, Certification,
Desktop Computing/Peripherals, Internet, Laptop Computing, Mobile Computing, Networking, Operating Systems,
Programming, Security, and Server Technology.
Knowledge of basic information security concepts, skills, and best practices including the following topics:
Attack Recognition, Prevention, & Response; Content Security; Database Infrastructure Protection; General Concepts;
Network Infrastructure Protection; Other Applications Security; Perimeter & Internet Security;
Security Management Systems; Security Technologies; Systems Infrastructure Protection; and Web Security.
Knowledge of the terms associated within the IT industry including th e following topics: Data Communications,
Data Security, Data Storage and Practices, IT Management, Internet and WWW Standards and Practices,
Network Topology, Operating Systems Standards and Practices, PC Hardware, and Portable Storage.
Knowledge of administering Informix databases including the following topics: Backup and Recovery, Configuration,
Database Administration, Installation, Logging, Monitoring Activity, Performance Management,
Resource Management, and Server Administration.
Internet Concepts
Knowledge of the Internet's architecture, protocol, and tools including the following topics: Addressing,
Application Protocols, Architecture, Design, TCP/IP, and the World Wide Web.
Internet Industry Knowledge
Knowledge of the Internet industry including the following topics: Browsers, Ecommerce, General Knowledge,
Internet Access, Internet Companies, Legal, Marketing, and Search Engines.
Internet Technology
Fundamentals
Knowledge of essential key concepts of the Internet, Extranet, and Intranet including the following topics:
Client Description/Configuration, E-Commerce Technology, Fundamental Concepts, Groups and Lists, Internet
Terminology/Standards, Messaging, Networking and Infrastructure, Programming and Development, Security,
Security Issues and SSL, Server Configuration/Technologies, and Troubleshooting.
Internet Security
Knowledge of secure operations over the Internet through various protocols including the following topics:
Communications, Electronic Mail, Encryption, Firewalls, Identification and Authentication, Malicious Programs,
Security Management, Threats, and World Wide Web.

110. 345
J2ME
IP Routing and Switching
ISDN
ITIL Concepts
J.D. Edwards OneWorld
Report Design
Java EJB
Java – GUI
Knowledge of the protocols and concepts used by routers switches employing Internet protocol including the
following topics: Advanced Routing Topics, General Knowledge, IP Addressing, IP Multicast, IP Routing Protocols,
and Layer 2 Switching.,
Knowledge of the integrated services digital network telecommunications standard including the following topics:
General Knowledge, ISDN Layers, ISDN Service, ISDN Setup, and Troubleshooting.
Knowledge of ITIL including the following topics: Availability Management, Capacity Management,
Change Management, Configuration Management, Financial Management for IT Services,
IT Service Continuity Management,Incident Management & Service Desk, Problem Management,
Release Management, Service Level Management. .
Knowledge of the Enterprise Report Writer module such as Sections, Report Design Director, Modifying Reports,
Headers/Footers, Setting up Business Views as Favorites, Joining Subsections, Versions, Event Rules,
Submitting and Printing Reports, and Tabular Section.
Knowledge of programming using Enterprise Java Beans including the following topics: Architecture,
Deployment/Integration, Design, Development, Entity Beans/BMP, Entity Beans/C, Message-Driven Beans,
Security, Session Beans, and Transactions.
Java 2
Knowledge of programming in Java 2 including the following topics: Applets, Collections API, Database Programming,
Enterprise Features, Exceptions, Fundamentals, Graphics Programming, Input Method Framework,
Internationalization, Java Beans, Java IDL, JDBC, JFC, Language Fundamentals, Networking, Programming,
Reference Objects, RMI, Security, Standard Packages, and Threads.
Knowledge of developing Graphical User Interfaces using Java including the following topics: Advanced, Intermediate,
and Beginning GUI, Jtree, Event Handling, Graphics/Images, and Layout Managers.
Java – Non-GUI
Knowledge of developing back end applications using Java including the following topics: Class Definition, Math and
String Operations, Networking, Object-Oriented Programming, Standard I/O, Syntax, The Java Runtime, Threads,
and Utility Libraries.
Java 2 Fundamentals
Knowledge of programming in Java 2 including the following topics: Common Packages, Data Manipulation,
Flow of Control, Java Basics, OO Basics in Java and Java Fundamentals, Runtime, and Threads.
Knowledge of J2ME including the following topics: CDC, MIDP/CLDC: MIDlet, MIDP/CLDC: Network Connections,
MIDP/CLDC: Overview, MIDP/CLDC: Persistent Storage, MIDP/CLDC: UI, and Optimization Strategies.
J2EE
Knowledge of the J2EE architecture Designed for Java programmers and architects including the following topics:
Business Component Development, J2EE 1.4 Architecture, J2EE Clients, JAXP 1.2, JDBC 3.0, JMS 1.1,
Java Naming and Directory Interface (JNDI 1.2.1), JavaMail 1.3, Web Service Development.

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Java 5
Java 5 Fundamentals
Java Server Pages (JSP)
Java XML Technologies
JavaScript
Knowledge of programming in Java 5 including the following topics: Support Libraries,Core Libraries,
Integration Libraries, Java Language, Media Programming, Tools, User Interface Libraries and Virtual Machine.
Knowledge of programming in Java 5 including the following topics: Classes, I/O and Networking,
Language Concepts, Language and Math Packages, Object-Oriented Programming, Syntax,
The Java Runtime and Deployment Tools, Threading Theory and Utility Libraries.
Knowledge of programming JSPs including the following topics: Custom Tag Development, JSP Model,
Page Development,Servlet Development, Servlet Model, Tag Libraries, Tag Usage, Web Application Security
and Web Applications.
Knowledge of the Java API for XML Processing including the following topics: DOM API - Navigation,
DOM API - Reading, DOM API - Writing, JAXP API - Processing, JAXP API - Transform, Other APIs, SAX 2 API -
Error Handling,
Knowledge of programming using JavaScript including the following topics: Basic JavaScript, Flow Control,
Functions, Core Objects, Objects, Events and Event Handling, Working with HTML, Regular Expressions, and
General JavaScript.
JavaScript Fundamentals
Knowledge of programming using JavaScript including the following topics: Basic JavaScript, Core Objects,
Events and Event Handling, Flow Control, Functions, General JavaScript, Regular Expressions, and Working
with HTML.
Knowledge of programming using JCL including the following topics: Basic Formatting, Data Management,
Input/Output, JES2/JES3 Control Statements, Parameters, Statements, Troubleshooting, and Utilities.
LAN/WAN Communications
Knowledge of LAN/WAN protocols and architecture including the following topics: AppleTalk, Bandwidth
Management, Bridging vs. Routing, IP Addressing, IPX Addressing, OSI Model, Routing Protocols, Troubleshooting,
WAN Types and Topologies
Linux Administration (General)
Knowledge of the key issues and concepts of administering in a Linux environment includingthe following topics:
Configuration and Administration, Heterogenous Environments, Installation, Kernel Customization, Managing
Applications, Networking, Performance and Accounting, and Security.
Linux Administration
(SuSE)
Knowledge of the SuSE implementation of Linux including the following topics: Administration, Installation/
Configuration, and Security.
Linux Administration
(Red Hat)
Knowledge of the Red Hat implementation of Linux including the following topics: Administration,
Desktop Environment, General Issues, Installation, Networking, and Security.
JCL

112. 347
Linux Programming
LoadRunner
Lotus Domino Programming
Lotus Notes Programming
Lotus Notes Administration
Macintosh Networking
Knowledge of programming in a Linux environment including the following topics: AutoConf/AutoMake, Makefiles,
C Programming, C++, Debugging Programs, Linux Programming Concepts, Platform Independence,
Revision Control, RPC/CORBA, and X Programming.
Knowledge of the Mercury Interactive LoadRunner software including the following topics: C Language Functions,
Controller - Key Topics, LoadRunner Architecture, Monitoring Scenario, Plan Load Test, Results Analysis, Supported
Technologies, and VuGen Functionality.
Knowledge of programming in a Lotus Domino environment including the following topics: Application Planning,
Basic Web Design, Core Concepts, Data Access, Database,Design Elements, Expressions, Formulas,
Security/Database, Security/Programmed, and Workflow Design.
Knowledge of programming using Lotus Notes including the following topics: Agents, Designs, Forms, General,
LotusScript, Securing Applications, Troubleshooting, Troubleshooting Views, and Web
Knowledge of administering a Lotus Notes installation including the following topics: Administration, Configuration,
Database Management, Directory Services, Installation, Mail and Directory Migration, Security, Troubleshooting and
Reference, and Web Servers.
LotusScript Programming
Knowledge of programming LotusScript including the following topics: Agents, Classes New to R5 or R4.6,
Data Structures, Domino Object Model, Error Handling, Expressions and Operators, Interacting with the User,
Procedures, Program Flow Control, Reaching Beyond Notes, User-Defined Data Types and Classes,
Working with Databases, and Working with Documents.
Knowledge of administering a Macintosh-based local area network including the following topics: General Networking,
AppleTalk, AppleShare IP/Apple Remote Access, Local Talk, TCP-IP, LAN Technologies, and WAN Technologies.
Macintosh OS X Ability to administer a desktop computer running Macintosh's OS X operating system including the following topics:
Desktop Administration
Application Environments; File Management; File Sharing; Network; Network Troubleshooting; Peripherals,
Printing, & Fonts; User Accounts & Permission; Workstation Setup, Customization, & Usage; and
Workstation Troubleshooting.
MS Commerce Server
Knowledge of developing, installing and administering MS Commerce Server including the following topics:
Business Desk, Business Solicitation, Catalogs, Installation/Setup, Security, Site Administration, Site Analytics,
and Site Development.
MS Access Programming
Knowledge of database development using MS Access including the following topics: Client-Server Development,
Data Manipulation, Design Concepts, Internet Development, Multi-User Issues, User Interface, and VBA.

113. 348
MS Exchange Server
Administration
MS Internet Explorer
Administratio
MS Internet Information
Server Administration
MS ISA Server Administration
MS Outlook Administration
MS SharePoint Portal Server
Ability to administer Microsoft's Exchange groupware software including the following topics: Connections;
Exchange 2003 Design; Exchange Clients; Installation and Migration; Maintenance, Monitoring, and Optimization;
Recipient Configuration; Security; Storage; and Troubleshooting.
Knowledge of MS Internet Explorer Administration including the following topics: Browser, Configuration,
Customization, IEAK, Installation, Internet Browsing, Outlook Express, Security and Privacy, and Troublesho
oting..
Knowledge of the process to administer Microsoft Internet Information Server including the following topics:
Architecture, Computer Hardware, Internet Services, Networking, Resource Availability, TCP/IP, Web Development
Ability to administer a server running Microsoft ISA Server including the following topics: Caching, Client Installation,
Installation, Monitoring and Reporting, Rules and Policies, Server Publishing, Structure and Security Concepts,
and Troubleshooting.
Knowledge of MS Outlook administration including the following topics: Address Books, Advanced Topics,
Feature Usage, File Functions, Folder Views, Programming, and Setup and Troubleshooting.
MS Proxy Server Administration
Ability to administer a server running Microsoft Proxy Server including the following topics: Client Configurations,
Network Security, and Proxy Components/Installations/Monitoring..
Knowledge of SharePoint Portal Server including the following topics: Architecture, Information Management
Maintenance, Microsoft Office Integration, Planning and Deployment & Deployment Scenarios, Security, and
Share Point Portal Server Administration.
MS Site Server Administration
Ability to manage your intranet using Microsoft Site Server including the following topics: Ad Server, Administration,
Commerce Server, Content, Logging, SQL, and Database.
MS SQL Server Programming
Knowledge of database development using Structured Query Language Server including the following topics:
Architecture, Indexes, Performance, Queries and Views, Stored Procedures, Transact-SQL, Transactions, Triggers,
and Cursors.
MS Systems Management
Server Administration
Ability to administer a server running Microsoft's Systems Management Server including the following topics: Basics,
Client Configuration, Distributing Software, Infrastructure, Installation and Configuration, Integration and
Interoperability, Monitoring and Optimizing, Planning, and Troubleshooting.
MS SQL Server Administration
Knowledge of administering Structured Query Language Server databases including the following topics: Architecture,
Automating Tasks, Backup and Restore, Databases, Indexes, Installation, Locking, Multiple Server Environment,
Performance, Security, and Transact-SQL.

114. 349
Networking Concepts
Novell GroupWise
Administration
Novell NetWare Administration
Nuance Voice User Interface
(VUI) Design
On-Line Analytical Processing
(OLAP)
OO Design Patterns
Knowledge of the core aspects of local area networks including the following topics: Design, LAN Topologies,
Network Devices, Network OS, Network Standards, Protocol Stacks, Routing Protocols, Troubleshooting,
and WAN Topologies.
Ability to administer Novell GroupWise groupware software including the following topics: Document Management,
GroupWise Client, GroupWise Structure, Net Access and Connectivity,Preparation, Server Installation and
Configuration, Systems Maintenance, and User Administration.
Ability to administer a network running Novell's NetWare network operating system including the following topics:
Installation, Management Tools, Managing Objects, Managing Storage,
Security, Server Management, Services, eDirectory.
Knowledge of VUI Design including the following topics: Design Practices, Design Principles, Dialog Strategies,
Dialog Task, Grammar Development, Message Writing, Requirements, Sound and Feel, Testing and Analysis,
and Usability.
Knowledge of OLAP including the following topics: Calculations, Data Modeling, Database Design, Dimensions,
Hierarchies, Member, Optimization, Relational, and Basic Knowledge.
OO Concepts
Knowledge of the most important aspects of object-oriented programming including the following topics:
Architectures/Programming, Classes and Objects, Design, GUIs and Class Libraries, Languages, Persistence and
Concurrency, and Process and Practices.
Knowledge of working with and employing design patterns including the following topics: GoF Patterns,
Architectural Patterns, Language Specific Patterns, Persistence Patterns, and Distributed Patterns.
OpenVMS
Ability to administer a computer running the OpenVMS operating system including the following topics: Backup,
Managing Peripherals, Managing Storage Devices, Managing Storage Media,Managing User Accounts, Networking,
OpenVMS Management, OpenVMS OS Customization, OpenVMS Startup/Shutdown, OpenVMS Upgrade/Installation,
Queue Management, Security, and using Files/Directories.
Oracle Administration
Knowledge of administering Oracle databases including the following topics: Oracle Enhancements Administration,
Architecture, Backup and Recovery, High Availability, Managing Objects, Monitoring, Networking, Security, Tuning.
Oracle Developer
Knowledge of OLAP including the following topics: Building Forms; Forms, PL/SQL, and SQL; Forms Execution,
Forms Objects, Reports Data Model, Reports Layout Editor, and Reusable Code.
Oracle Designer
Knowledge of the Oracle Designer tools including the following topics: Case Methodology, Interface, Analysis, Design,
Maintenance, and Repository Administration.

115. 350
Oracle financials Rel
Oracle Forms
Oracle PL/SQL
OS/400
PeopleTool
PHP
Knowledge of Oracle Financials Rel including the following topics: Assets Fundamentals, Basic Journal Entries,
Consolidation and Advanced Assets Functionality, Financial Management Setup, General Knowledge, Applied
Technology, Multiple-Currencies Accounting, Oracle Applications Integration, Order Fulfillment, and Procurement.
Knowledge of Oracle Forms Application development using Oracle Forms including the following topics:
the Forms development environment; input items and non-input items; data blocks; LOVs, record groups and editors;
reusable and flexible code and objects; windows and canvases; functionality in Forms processing; multi-form
applications; and the use of PLSQL, Java beans and Pluggable Java Components.
Knowledge of database development using Oracle PL/SQL including the following topics: Architecture,
Built-In Packages, Debugging, Exception Handling, Language Elements, SQL Operations, Subprograms,
Tuning, Utilities.
Knowledge of working within OS/400, the operating system of IBM's AS/400 including the following topics:
Devices, Jobs, Messages, Performance/Maintenance, Printing, Data, Communications, Security, and IPL/MI.
Knowledge of programming the PeopleSoft Enterprise Resource Planning (ERP) system using PeopleTools
including thefollowing topics: Administration Tools, Application Designer, Application Engine, Integration Tools,
PeopleCode, PeopleSoft Portal, PeopleTools Support, Reporting and Decision Support Tools, and Upgrading.
Perl
Knowledge of programming in Practical Extraction and Reporting Language including the following topics:
Data Manipulation, Data Structures, Input/Output, Modules, Object Oriented Programming,
Programming Methodologies, Statements, Subroutines, and Variables
Knowledge of scripting in PHP Hypertext Preprocessor including the following topics: Communication Functions,
Databases, General Functions, HTML, Language Functions,Language Structure, Object Oriented PHP.
PowerBuilder
Knowledge of programming using PowerBuilder including the following topics: Component and Internet Development,
DataWindow Painter, DataWindow Techniques, Deployment Options, IDE Features, Object Oriented Concepts,
Objects and Controls, PowerScript, and SQL and Relational Databases.
Programmer/Analyst Aptitude
Skills found in successful programmers and business analysts such as Abstract Thinking, Analytical Reasoning,
Attention to Detail, Mathematical Problem-Solving, and Process Mapping.
Python
Knowledge of programming using Python including the following topics: Built-in Features, Classes, Language,
Logical & Physical Organization, and Standard Library.
Programming Concepts
Knowledge of the core aspects of computer programming that are valid across programming Languages including
the following topics: Algorithms, Concurrent Programming, Data Types, Productivity and Quality,
Programming Constructs, Programming Languages, Programming Paradigms, Relational Database System.

116. 351
Software Configuration
Management
Software Quality Assurance
Software Testing
SONET
SQL (ANSI)
Struts
Knowledge of how to practice the principles of configuration management during large software projects and when
performing enhancements and maintenance on a continuous basis including the following topics: CM Basics,
CM Data, CM Planning, Configuration Audits, Configuration Control, Configuration Identification,
Configuration Status Accounting, Defect Tracking, and General Knowledge.
Knowledge of maintaining software quality throughout the development lifecycle including the following topics:
Analysis, Configuration Management, Managing SQA Projects, Philosophy Behind SQA, Processes, Standards
and Metrics, Testing, Verification and Validation.
Knowledge of testing software including the following topics: Automated Techniques, Coverage-Based Approach,
History and Background, Management, Measures, Methods, Person-Based Approach, Problem-Based Approach,
Process, and Relationships.
Knowledge of Synchronous Optical Networks including the following topics: Frame Format Structure,
Benefits of SONET, Overheads, Pointers, SONET Multiplexing, SONET Networking, Standards Hierarchies,
Synchronization, and Tributaries.
Knowledge of database queries using ANSI SQL including the following topics: Relational Database and SQL Basics,
SQL Data Modification, SQL Queries, and Using SQL DML.
SQL (ANSI) Fundamentals
Knowledge of database queries using ANSI SQL including the following topics: Grouping and Totaling,
Relational Database and SQL Basics, SQL Data Definition (DDL), SQL Data Modification, SQL Queries, and
Using SQL DML.
Knowledge of programming in the Struts environment including the following topics: ActionForm, ActionForward,
ActionMapping, ActionServlet Extensions, Actions, Architecture, Configuration, Localization, Tags, and Validation.
Sybase Administration
Knowledge of administering Sybase including the following topics: ASE Server Management, Backups and Recovery,
Database and Object Access Mgmt, Database Consistency Checking, Database Management,
Database Objects Management, Performance and Tuning, Serverand Client Configuration,
and Server Resources Access.
Systems Analysis
Knowledge of translating user requirements into optimal architecture including the following topics:
Fundamental Systems Analysis Skills, Implementation and Support, Systems Analysis Tasks, Systems Design Tasks,
and Technical Methods for
Specifying Requirements.
TCP/IP Adminstration
Ability to administer a network using the Transmission Control Protocol/Internet Protocol including the following topics:
DHCP/BOOTP, DNS, General Knowledge, IP Addressing, IP Security, IPv6, Routing, Subnetting,
TCP/IP Standards, TCP/IP Suite, Troubleshooting, and WINS.
SOAP
Knowledge of programming and working with Web Services using SOAP including the following topics: Attachments,
Encodings, Error Handling, Messaging, SOAP Concepts, SOAP Framework, SOAP Special Features,
Web Services, and XML.

117. 352
Technical Help Desk
Technical Help Desk
(Microsoft)
Technical Writing
Telco Industry Knowledge
UDDI
UML
Unix Administration (AIX)
Unix Administration (General)
Knowledge of core enduser problems using common office software and hardware including the following topics:
Computer system Installation, Hardware Problems, Help Desk Operating,Network Problems, PC Terminology,
Software Problems, Troubleshooting Process, and User Problems.
Knowledge of troubleshooting core end-user problems using common office software in the Windows platform
including the following topics: Communication, Hardware Troubleshooting, Internet Explorer, Licensing,
Media Output, Microsoft Office, Networking, System Boot Problems, and System Security.
Knowledge of the appropriate design and style for technical documentation including the following topics:
Document Design, Document Development, Editing/Reviewing Work,Guidelines/Style/Techniques, Job Overview,
Online/Hypermedia/Interactive Media, Professionalism, and Project Management.
Knowledge of the telecommunications industry including the following topics: Data, Fiber Optics, Telephony,
and Wireless.
Knowledge of UDDI including the following topics: Administration/Maintenance, Applied UDDI, Extensibility,
Internationalization/Localization, Related Products, Related Standards, The UDDI Standard, UDDI Data Structures,
and UDDI Programming API.
Knowledge of UML including the following topics: Class Diagrams, Use Cases, Behavioral Modeling,
Architectural Modeling, and Structural Modeling.
Knowledge of administering IBM's version of UNIX including Troubleshooting, User Maintenance,
Volume Management, Backup and Restore, Mounting and Dismounting, SMIT, Startup/Shutdown Scripts,
System Initialization, Application of Filesets updates, Device Configuration, Non-root Volume Group, Software fixes,
and Installation Assistant.
Knowledge of the key issues and concepts in administering an UNIX environment including the following topics:
Communications, Devices, File Systems, Files, General Principles, Managing System Resources, Processes,
Security, Shell Scripts, Startup and Shutdown, TCP/IP Network, Troubleshooting, and User Accounts.
Unix Administration (HP)
Knowledge of the Hewlett Packard's implementation of UNIX including the following topics:
Devices, File Systems, Managing System Resources, SAM, Security and Shell Programming.
Unix Korn Shell Scripting
Knowledge of Korn Shell Scripting Administration including the following topics: Korn Shell Basics, Shell Initialization,
Command-Line Editing, Script Creation and Execution, Script Variables, Flow Control, Integer Variables and
Arithmetic, Script I/O, Functions, Built-in Script Commands, and Script Debugging.
Unix Administration (Solaris)
Knowledge of Sun's Solaris implementation of UNIX including the following topics: Automation, Debug Tools and
Methods, Files and Filesystems, Network, Network Services, Packages and Patches, Performance and Capacity,
Process Control and Life Cycle, Security, and Virtualization.L.

118. 353
Unix Programming
VBScript
Visio
Visual Basic
Visual Basic Fundamentals
Visual Basic .Net
Fundamentals
Visual C++
Knowledge of programming in a UNIX environment including the following topics: Files and Directories, I/O,
Interprocess Communication, Process Control, Process Relationships, Signals, Unix Time Values/Utilities
Knowledge of programming using VBScript including the following topics: Differences, Errors, Functions/ Statements,
Objects, Operators, Program Structure, and Script Engine.
Knowledge of MS Visio including the following topics: Customizing, Layers, Outside Visio, Pages, Shapes, and
Visio Basics.
Knowledge of programming with VB including the following topics: Classes and Objects, Data Access, Deployment,
Monitoring and Maintenance, Developing Visual Basic Application, Security and Visual Basic Programming
Language.
Knowledge of programming in Visual Basic including the following topics: Application Design, Common Windows
Objects, IDE Tools, Object-Oriented Coding, Primary Language Features, User-Defined Procedures, and
User Interface Objects.
Visual Basic .Net
Knowledge of programming with VB using the .NET framework including the following topics: Classes/Inheritance,
Consuming Resources, Data Access, Debugging, Distributed Applications, Language Fundamentals, Web Forms,
and Windows Forms.
Knowledge of programming with VB using the .NET framework including the following topics: .NET Framework,
Classes and Inheritances, Control Flow, Data Access, Troubleshooting, VB.NET Language, Variables and Types,
Web Forms, and Windows Forms.
Knowledge of programming using Visual C++ including the following topics: ActiveX Controls,
General C++ Language, General Visual C++, General Windows Programming, MFC, OLE/COM, and
Visual C++ IDE.
Visual FoxPro
Knowledge of database development using Visual FoxPro including the following topics: Classes and OOP;
Commands; Data Design; Forms, Controls, and Menus; Functions; Programming and Development; and SQL.
VoIP
Knowledge of VoIP including the following topics: General Overview, IP Telephony Basics, Protocols, Standards,
Hardware, Quality of Service, and Application.
Visual J++
Knowledge of programming in Visual J++ including the following topics: COM objects, Console Applications,
Databases, Debugging, Distribution, Microsoft Interdev, Multimedia, and Swing.

119. 354
VPN with Windows
Virtual Storage Access Method
(VSAM)
WAN Technologies
Web Design Concepts
Web Design for Accessibility
Web Server Administration
Web Services Implementation
Knowledge of implementing Virtual Private Networks with MS Windows including the following topics: Fundamentals,
Implementation, Maintenance, Protocols, and Security.
Knowledge of the different architectures and technologies used in Wide Area Networks including the following
topics: Backup and Reorganization, Design, General, IDCAMS, Listcat, Performance, Security, and Structure.
Knowledge of the different architectures and technologies used in Wide Area Networks including the following topics:
Basic Knowledge, Choosing WAN Service, RAS, Routing,WAN Connections, WAN Methodology, WAN Support,
and WAN Types.
Knowledge of the core areas of web design including the following topics: Web Page Design, Internet Architecture
and Protocols, HTML, Cascading Style Sheets, and Browsers.
Knowledge of designing and maintaining a Web site that is easily accessible for those with Disabilities (based on the
W3C Accessibility standards) including the following topics: Basic Principles, Assistive Technology, CSS Techniques,
Emerging Technologies, General Knowledge, HTML Techniques, Programming Languages, and WAI Guidelines.
Web Development Concepts
Knowledge of the core areas common to all web development whether it be client-side or server-side including the
following topics: Programming Concepts, Object Oriented Development Concepts, Internet Architecture and
Protocols, HTML, and XML.
Knowledge of the key issues and concepts in administering a web server including the following topics:
Connectivity Issues, Data Integrity, General Knowledge, Monitoring, Planning, Protocols, Resource Access,
Server Optimization, Server Security, and Troubleshooting.
Knowledge of Web Services implementation including the following topics: Architecture and Design,
Completing Web Services, Security, SOAP, SOAP-RPC, UDDI, Web Services Overview, WSDL, and XML
Implementation.
Web Services Concepts
Knowledge of Web Services including the following topics: Application Design, Application Implementation,
Architecture, Major Frameworks, Protocol/API Groups, Roles, Service Description and Discovery Layers, and
Transport and XML Messaging Layers.
Windows Application Program
Interface
Knowledge of programming using the Windows API including the following topics: Graphics, System, and User
Interface.
WebSphere
Knowledge of WebSphere including the following topics: Administration; Application Programming;
Commands; Intercommunication & Queue Manager Clusters; and MQSeries Concepts, Planning & Installation.

120. 355
WinRunner
WAP
WSDL
WWW Concepts
xDSL
XML
XML Concepts
Knowledge of the Mercury Interactive WinRunner software including the following topics: Record/Run,Synchronization,
Checkpoints, the GUI Map, and Modular Test Tree.
Knowledge of the Wireless Applications Protocol (WAP) wireless data protocol including the following topics:
Configuration, General Knowledge, Protocol Stack, Support, Using WMLScript, Vendor Comparison, and WAP Model.
Knowledge of the Web Services Description Language protocol in Web Services or .Net environment including the
following topics: Bindings and Services, Generating WSDL, Ports and PortTypes, Role of WSDL, SOAP, Types and
Messages, Understanding WSDL, and WSDL and UDDI.s.
Knowledge of the technical issues underlying the World Wide Web including the following topics:
Architecture and Design, Browsers, Cookies, Distributed Objects and Components, Links, Messaging Concepts,
Services, Web Knowledge, Web Languages, and Web Servers.
Knowledge of the collective types of Digital Subscriber Lines (DSL) technology including the following topics:
Hardware Setup and Configuration, Software Setup and Configuration, Basic Features, Troubleshooting,
Implementation, DSL Infrastructure, and DSL Applications.
XHTML
Knowledge of coding web pages using XHTML including the following topics: Cascading Style Sheets, Forms,
Miscellaneous XHTML Issues, Modularization, Multimedia and Objects, Tables, and XML Compliance.
Knowledge of the Extensible Markup Language including the following topics: Combining Technologies,
DTDs and Schemas, Emerging or Future Technologies, General Knowledge and XML Contacts, Stylesheets,
XLink, XML Namespaces, XML Software, and XML Specifications.
Knowledge of the most important aspects of XML including the following topics: Applied XML, Related Standards,
Software Development, Structuring Data, the XML Standard,Web Presentation, Web Technologies, and XML
Characteristics.
XSL
Knowledge of the W3C Extensible Stylesheet Language and how a specification is used to separate the content
when creating XML or HTML pages including the following topics: XSL Transformation, XSL Formatting,
XSL Software, and general XSL knowledge.

121. 356
Technical Skills –Shared Services &
Outsourcing
Accounts Payable
Fundamentals
Accounts Receivable /
Billing Fundamentals
Bookkeeping
Fundamentals
Business Communication
Computer Fundamentals
(Win 2000)
Computer Fundamentals
(Win XP)
Computer Literacy
(Win XP)
Knowledge of processing payables and vendor invoices and the posting of journal entries including the following
topics: Assets, Cash Management/Reconciliation, Controls, Expenses, Purchases, and Recording.
Knowledge of processing receivables and invoices including the following topics: A/R Principles, Applying Cash, Bad
Debt/Collections, Cash Flow, Credit, General Ledger, Invoicing, and Reconciliation of Customer Accounts.
Knowledge of bookkeeping tasks and functions including the following topics: Accounts Payable, Accounts
Receivable, Adjusting Entries, Business Math Conversions, Cash, Financial Statements, Fixed Assets, Inventories,
Liabilities, Payroll, Recording Transactions, and Taxes.
Knowledge of communicating in the workplace including Electronic Communication, Employment Communication,
Listening, Meetings, Nonverbal Communication, Verbal Communication, and Written Communication. It covers the
skills necessary to communicate effectively with co-workers at all levels and with external business contacts.
Skills of using a personal computer with Windows 2000 as its basis. The topics include: File Management, GUI,
Hardware, Networks, Security, Software, Storage, and Win 2000.
Computer Technical
Support
Knowledge of interpreting a policy guide and resolving customer issues and problems based on policy, procedures,
and guidelines within a call-centre simulated scenario and reference guide.
Customer Assistance
Knowledge of interpreting a policy guide and resolving customer issues and problems based on policy, procedures,
and guidelines within a scenario or reference guide.
Customer Assistance
(Audio)
Skills of using a personal computer with Windows XP as its basis. The topics include: Basic Windows Features,
Control Panel, Desktop and Taskbar, Files and Folders, Hardware, Help and Support Centre, Networking, Office
Applications, Performance and Maintenance, and Troubleshooting.
Knowledge of how to set up and maintain a PC including the following topics: Boot Problems,
General Hardware Basics, General Hardware Identification and Requirements, I/O Basics,
Motherboard, Operating Systems, Specific Hardware, Storage Devices, and Troubleshooting.
Knowledge of using a computer running the Windows XP Professional operating system in the default (not classic)
mode and default configuration. The topics include: how to install and launch applications; connecting with other
users through networks and by sharing files; using input/output devices such as printers, monitors and other
peripherals; basic Internet concepts such as email, firewalls and the world wide web; maintenance and settings of
the XP environment; storage and management of files; audio and video features; and using multiple windows to work
efficiently.

122. 357
Data Entry Alphanumeric
(Audio)
HRIS Concepts
Internet Research Techniques
and Resources
MS Access
MS Internet Explorer
MS Office
MS Project
Outbound Sales Skills
Ability to enter information using the keyboard. Data includes name, address, invoice number and dollar amount.
Knowledge of information systems for a human resources organization or team including the following topics:
Functions of an HRIS, Installation and Maintenance, Selection Steps, Affect on the Workforce, and Technology.
Ability to find and evaluate information on the Internet including the following topics: Browsers, Consumer Information,
Government Sites, Health and Medical, Internet Forums, Language Tools, Libraries, Maps and Atlases, People Search,
Research Methodology, and Search Engines.
Knowledge of MS Access Fundamentals used daily by most professionals including the following topics:
Automation and Integration, Data Manipulation, Database Concepts, Database Planning & Design, Forms & Data Input,
Multi-User Issues, Reports & Data Output,User Interface & Application Refinement, and VBA.
Knowledge of MS Internet Explorer Fundamentals including the following topics: Basic Features and Functions,
Browser Usage, Customization, Privacy, Security, and Setup and Installation.
Knowledge of MS Office Fundamentals including Microsoft Word, Microsoft Excel, Microsoft Powerpoint, and
Microsoft Outlook. Topics in MS Word include Layout and Formatting, Revising and Printing, and Standard Word
Functions. Topics in MS Excel include Data Entry and Manipulation, Formulas, Functions and Charts, and Navigating
and Printing. Topics in MS Powerpoint include Creating, Editing, and Managing Presentations, Slide Setup, and
Publishing Presentations. Topics in MS Outlook include Mail Management and Message Organization, Address Book,
Schedules and Calendars, and Navigating Outlook and Printing.
Knowledge of MS Project including the following topics: Features and Functionality,Programming and Customization,
Project Budgeting, Project Planning, Project Reporting,Project Resources, Project Scheduling, Project Tracking,
and Project Views.
MS Windows 2000
Knowledge of using a personal computer running the MS Windows 2000 operating system including the following topics:
Desktop, Explorer, Networking, Registry, Basic Troubleshooting, Printing, and Multimedia.
Knowledge of sales including the following topics: Call Control, Closing the Sale, Ethics and Integrity, Need Identification,
Product Presentation, Professionalism, Returned Calls, and Time Management.
Payroll Fundamentals
Knowledge on the following topics: Accounting for Payroll, Customer Service Skills,Employee Set up and Maintenance,
Employee Rights, Outputs and Controls, Payroll Basics, Payroll Calculations, Professional Responsibilities,
Statutory Reporting, and Termination of Employment.
Office Management
Ability to manage a business office including the following topics: Interpersonal Communication, Administration,
Organization, Clerical, Technology, Human Resources, Finance, Training and Development, and Facility Management.

123. 358
Peachtree
Records Information
Management
Technical Writing
Telephone Etiquette
Technical Help Desk
Technical Help Desk
(Microsoft)
Training Delivery and
Evaluation
Knowledge of Peachtree including the following topics: Accounts Payable, Accounts Receivable, Company
Administration, General Ledger, and Payroll.
Knowledge of document storage including the following topics: Managing Records, File Systems, Storage/Retrieval,
Access/Security, Forms Management, and Electronic Records Management.
Knowledge of the appropriate design and style for technical documentation including the following topics: Document
Design, Document Development, Editing/Reviewing Work, Guidelines/Style/Techniques, Job Overview, Online/
Hypermedia/Interactive Media, Professionalism, and Project Management.
Knowledge of how to conduct telephone conversations in a professional manner including the following topics:
Answering Phones, Communication, Customers, Handling the Call, Listening, Professionalism, Telephone Equipment,
Telephone Personality, and Terminology.
Knowledge of core end-user problems using common office software and hardware including the following topics:
Computer system Installation, Hardware Problems, Help Desk Operating, Network Problems, PC Terminology,
Software Problems, Troubleshooting Process, and User Problems.
Knowledge of troubleshooting core end-user problems using common office software in the Windows platform
including the following topics: Communication, Hardware Troubleshooting, Internet Explorer, Licensing, Media Output,
Microsoft Office, Networking, System Boot Problems, and System Security.
Knowledge of the training process from pre-training planning through post-training evaluation of results including the
following topics: Direct Laboratory Exercises, Instructing Slower and More Capable Learners, ISD Process Stages,
Learning Styles, Lesson Plan Development, Managing Learning Environment, and Test Question Construction.
Training Development
Knowledge of developing and delivering training programs including the following topics: Analysis Methods, Audience
Analysis, Design Materials, Design Strategy, Develop Instructional Materials, General Knowledge, Media, Project
Management Plan, Purpose of Training, Training Delivery, and Write Instructional Objectives.
Word Processing
Fundamentals
Knowledge of Word Processing Fundamentals including the following topics: Advanced Features, Basic Settings,
Document Creation, Document Exchange, Formatting, Page Layout, Revision, and Shortcuts.

124. Acknowledgement

126. 361
Special Acknowledgement
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3ntity Berhad
Accordia Global Sdn Bhd
ACE Touchtone Sdn Bhd
ACS a Xerox Company
Action Multimedia Solutions Sdn Bhd
Actix Sdn Bhd
Advansoft Sdn Bhd
Aetins Sdn Bhd
Agile Matrix Solutions Sdn Bhd
Agilent Technologies
Agilent Technologies
Agilent Technologies
AIMS
Airstar(M)
AJV Multimedia Development
Aketoons
Akisoft MSC
Alpha Crossing Sdn Bhd
Alpine MSC Sdn Bhd
Animasia Studio
Anzagain Sdn Bhd
Apar Technologies Sdn Bhd
Application Universe
AQ IT Solutions Sdn. Bhd.
Architree Design Sdn Bhd
Asia Logistics Council Sdn Bhd
Asia Media Sdn Bhd
AsiaTalents Sdn Bhd
Authentic Venture Sdn Bhd
Autocount Sdn Bhd
Avago Technologies
Avant Garde Advertising Sdn Bhd
Kho Han Mien
Bernard Yeong
Rajesh Kumar Mahalingam
Norlina Ahmad
Thomas Chew
Ivy Ang
Fong Yeow Huang
K. Kuppu
Lew Cheong Teck
Sandy Ma
Teoh Ewe Beng
Tog Seok Ching
Evonne Ooi
Mohd Hafiz Amran
Kamariah Kasim
Stanley Lim Swee Kee
Zalina Ramle
GC Lim
Ng Jin Khim
Esther Lim
HJ Hasan Bin Hamzah
Sai Sudhakar
Hairi Zalman Ahamad
Jan Willem Smulders
Ong Eng Huat
Fauziah Johari
Stephanie Chew
Seng Jing Teoh
Benjamin Davis
Choo Chin Peng
Ms. Lim Lee Eam
No Company Name Contributor’s Name
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CTOS Business Systems Sdn Bhd
Cubinet Interactive (MSC) Sdn Bhd
Custommedia Sdn Bhd
Dallab Sdn Bhd
Data Calibre Sdn Bhd
Data Centrix Sdn Bhd
Data Hive Sdn Bhd
Dell
Denning IT Sdn Bhd
Device 4U Sdn Bhd
Devices World Sdn Bhd
Digicraft MSC Sdn Bhd
Directors Think Tank Sdn Bhd
DISYS (Malaysia)
DTMF Networks Sdn Bhd
Dynacoral Solutions Sdn Bhd
eBdesk Malaysia Sdn Bhd
eBworx Bhd
Ecava Sdn Bhd
Echo Broadband Sdn Bhd
Ecocard Solutions Sdn Bhd
Edaran IT Services Sdn Bhd
Edgecomms Sdn Bhd
ED-ONLINE
Educational Trend Sdn Bhd
E-Global SCM Solutions Sdn Bhd
Elsoft Research Berhad
E-mapping Solutions Sdn Bhd
Emerald Microsystems Sdn Bhd
No Company Name Contributor’s Name
We would like to extend our most heartfelt thanks and appreciation to the following companies and their representatives
for their valuable input and contribution during the development of the MSC Skills Competency Matrix 2.0 .
Lee Hui Kim
Ashok Kumar Ramavath
Chia Kok Haur
Evelyn Lee
Shamala Nair
Cheng Christine
Norazyani Hasan
Foo Joo Chiek
Jim Cook
Lim Sen Yuen
Mohd Halmy Md Yusoff
Razfan Mohd Noor
Lim YC
Sam Chong Shian Chang
Helen Tan
Micheal Ooi
Rosidah Mohamed
Oo Ewe Kok
Pauline Chua
Timothy John Hutchison
Anand Chandrasekhar
Saravanan Govindasamy
Ooi Chong Kuan
Simon Patrick Whitelaw
Kuan Sook Mee
Ivon Smith
Seyed Ziaeddin Madani
Hafiz Roslan
Leow Kok Hooi
Peter Shea
Lim Pei Jet
Ann Khoo
Steven Chung Tze Wen
Nicholas Tan Boon Huat
Yeoh Sian Kok
Samantha Tan
Ian Au
Somasundaram Nagappan
Germain Chong
Dip Kang
Teck Rule Cheu
Timothy John Hutchison
Lau Ping Ping
Boon Sai Weng
Noraini Abdullah
Kenny Sim
Suresh Kumar
N.Sivarueben
Sasongko Yudho
Ng Hooi Mien
Wong Kin Hoon
Chris Ting
Swee Im Yeoh
Nasruddin Ariffin
Ms B L Yap
Yap Kin Wah
Ahmad Soupian Hamzah
Tam Huey Sim
Kevin Lau
Alex Lua
Sean Lee
Chong Lip Kian
Avows Technologies Sdn Bhd
Avows Technologies Sdn Bhd
AXP Solutions Sdn Bhd
Backbone Entertainment Sdn Bhd
Baycom Sdn Bhd
Beoworld Sdn Bhd
BIT Services (M) Sdn Bhd
Bizcode Technology Sdn Bhd
Bluefin Solutions Malaysia Sdn Bhd
Boss Solutions Sdn Bhd
Brilliance MSC Sdn Bhd
Broadband Satellite Solutions Sdn Bhd
Captor-Lab Sdn Bhd
Cardtrend Systems Sdn Bhd
Cargill IT Services Sdn Bhd
Cartoon4kids Sdn Bhd
Casa Inovasi Sdn Bhd
CBSA MSC Sdn Bhd
CBSA Online
CCT Automation Sdn Bhd
CEMS Engineering
Centium Software Sdn Bhd
CG Solutions MSC Sdn Bhd
CMA CGM Malaysia Sdn Bhd
Codemasters
Codemasters
Consolsys Technologies Sdn Bhd
Credit Code
Crest Focus Sdn Bhd
CRN Solutions Sdn Bhd
CSF Advisers Sdn Bhd
CTAPPS MSC Sdn BhdSyed Ali Hezri Datuk Syed
Hisham
Emerge Software Solutions
(M) Sdn Bhd
Dignersys International R&D
Sdn Bhd
Datacom Southeast Asia (M)
Sdn Bhd
Farah Aina Binti Shamsul
Anuar
Datin Dr Joyce Lim Bee
Cheng

127. 362
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Emerio (Malaysia) Sdn Bhd
Enihcam Technology Sdn Bhd
ePetrol Silverswitch Sdn Bhd
eProtea MSC Sdn Bhd
EPS Ventures Sdn Bhd
EQX Asia Sdn Bhd
ERPStar Inc. Sdn Bhd
e-Safe Systems Sdn Bhd
Esolved MSC Sdn Bhd
Everise Technology Sdn Bhd
Fame Platform Sdn Bhd
FBIC MSC Services Sdn Bhd
FCS Computer Systems Sdn Bhd
First Online (M) Sdn Bhd
Food Street
Forest Interactive Sdn. Bhd
Frost & Sullivan GIC Malaysia Sdn Bhd
FSBM Ctech
F-Secure Corporation Sdn Bhd
F-Secure Corporation Sdn Bhd
F-Secure Corporation Sdn Bhd
Fujitsu Malaysia
Funcel Sdn Bhd
Funfiek technology
Fusionex Corp
G-asiapacific sdn bhd
Geointelligence Sdn Bhd
GHL Systems
Global Odyssey Corp
Globalsion Software Sdn Bhd
Globetronics Multimedia Technology
Green Packet Berhad
House RM
HP Multimedia Sdn Bhd
Nellyn Austine
Tan Siang Guan
Fairuz Anwar
JoelChoo Sai Keong
Cassie Soon
Roland Choong Tae Kwon
Kenny Tan
Rizwan Mahmood
Terry Ong Liang Kheng
Lee Foong Keow
Rajanwisvanathan
Chan Tuck Wai
Hoo Chong Kee
Stanley Tiew
Aidan Lee
Johary Mustapha
Marcel Denherder
Gopal Ramasubramaniam
Nurul Falah
Ingvar Froiland
Bryan Yim
Richard Lam
Christine Chen
Azrul Hassani Baharom
khoo Teik Lee
Jason Gan
Mark Goh
Azhar Ismail
Khor Meow Siang
Cristina Yap
Amelia Rosely
Lawrence Liou
Sam Sim Kok Kheng
Erick Chen
Izah Aishah mustapha Azam
Gwen Lee
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Jabil Penang
JMCS Sdn Bhd
Just Mobile Sdn Bhd
Karisma MSC Sdn Bhd
KE Sdn Bhd
Key ASIC Berhad
KISL Technology Center Sdn Bhd
Kohimaran Info Systems Sdn Bhd
Kreateevee Sdn Bhd
Kreatif Apps Sdn Bhd
KRU Studios
Landart Design Sdn Bhd
Leanis Solutions Sdn Bhd
Lemon Sky
Les' Copaque Productions S/B
LintraMax (M) Sdn Bhd
Logic Instinct Sdn Bhd
LSS Academy Sdn Bhd
Macro Kiosk Berhad
Madcat World Sdn. Bhd.
MCS Microsystems Sdn Bhd
Media Monitors (Malaysia) Sdn Bhd
Mediclink Systems (M) Sdn Bhd
Megacenter Systems Sdn Bhd
Mesiniaga
MFX Sdn Bhd
Mikro MSC Berhad
M-Mode Berhad
M-Mode Mobile Sdn Bhd
MMSC
Mobile88.com Sdn Bhd
MOL Media Sdn Bhd
No Company Name Contributor’s Name
Lee Hui Kim
Ashok Kumar Ramavath
Chia Kok Haur
Evelyn Lee
Shamala Nair
Cheng Christine
Norazyani Hasan
Foo Joo Chiek
Jim Cook
Lim Sen Yuen
Mohd Halmy Md Yusoff
Razfan Mohd Noor
Lim YC
Sam Chong Shian Chang
Helen Tan
Micheal Ooi
Rosidah Mohamed
Oo Ewe Kok
Pauline Chua
Timothy John Hutchison
Anand Chandrasekhar
Saravanan Govindasamy
Ooi Chong Kuan
Kok Fock Seng
Marcus Low
Chong Lee Kean
Vincent Cheong
Thiyagu Krishnasamy
Derrick Tan
Alvin
Wong Choong Sheong
Mohamed Kalimullah Khan
Neysa Quizon
Chung Soon Loong
Kaw Wai Loon
Nur Hamisah Ahmad
Karapal Kaur
Vena
Nurul
Khairul Kamal
Trudy Tan
Lai Kok Keong
Sudhash. N
Iman Sedighi
Edward Alston Anthony
M Fadillah Rosli
Nadiah Anuar
Steven Cheah
Ms. Yoon
Ahmad Yazid Othman
Chew Choon Meng
Joyce Lee
Nurulhuda
Lee Han Lim
Mohd Rais Md Adri
Derrick Teo Pin Yit
Tan Kok Kheng, Mr
Christabel Hew Nyuk Lian
Nuraizah Baharin
Chew Hoong Wei
Micheal Low
Suresh Apparau
Mohamad Kamil
Bernard Sia
Kelly
Ang Leong Suan
Ashley Nga
Karen Soo
Siti Fatihah Bt Abdul Rahman
Chong Lee Kean
Ganesh Kumar Bangah
Mageswari Mariappan
Huawei
Hue Visualab Sdn Bhd
Hybrinix Sdn Bhd
I Sentric Media Sdn Bhd
IB technologies
IC Microsystems
iContro Software S/B
Ideal Project Intelligence Sdn Bhd
IFCA MSC
I-Frasis Technology
IG Mobile Holdings Sdn BHd
iG-interactive Sdn Bhd
Infopro
Infoyana (M) Sdn Bhd
Innovative Swift Sdn Bhd
Inspidea Sdn Bhd
Intel Microelectronics Sdn Bhd
Intel Microelectronics Sdn Bhd
Intel Microelectronics Sdn Bhd
Intel Microelectronics Sdn Bhd
Interbase Resources Sdn Bhd
InternetNow International
iPay88 Sdn Bhd
I-Pmart Technology Sdn Bhd
iPraxis Sdn Bhd
Iris Corporation Berhad
ISA Group
IT Insight(MSC)
iTAC MSC Outsourcing
iTeach (MSC) Sdn Bhd
ITECH Worldwide
itraMAS Technology
Friesland Foods Service Centre Asia
Pacific Sdn Bhd
GF Reseach & Development
MSC Sdn Bhd
HSBC Technology and Services -
Service Delivery
IT Software Application Service
Co Sdn Bhd
iconnect360 Sdn Bhd (Formerly known
as Goodwill Digital Sdn Bhd)
IBM Global Delivery Centre
(Malaysia) SDN BHD
Leap Energy Technology
Ventures Sdn Bhd
LMS Technology Distributions
Sdn Bhd
Monster Technologies Malaysia
Sdn Bhd
"Kumpulan Sistematik Agresif
SdnBhd"

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237
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239
240
Motorola Solutions Malaysia Sdn Bhd
Motorola Solutions Malaysia Sdn Bhd
MS Post Production Sdn BHd
MSC Trustgate.com Sdn Bhd
mTouche Technology Berhad
MyCNX Holdings (M) Sdn Bhd
MyKris Net Sdn Bhd
My-Partners Technology Sdn Bhd
Myreka Technologies Sdn Bhd
MYSEPADU SDN BHD
MyWave Sdn Bhd
Navitas Software
Netcarbon Sdn Bhd
NetInfinium Corporation Sdn Bhd
NFE Technology Sdn Bhd
NTP World Technologies Sdn Bhd
NTT MSC Sdn Bhd
OCBC Bank
Open Academic Systems Sdn Bhd
OREA Technologies Sdn Bhd
Orenda Sdn Bhd
Original Intelligence Sdn Bhd
Pacnet Global (Malaysia) Sdn. Bhd.
Panasonic R&D Centre Malaysia Sdn. Bhd.
Paperless Homework Sdn Bhd
Paysys Communications Sdn Bhd
PCT Innovations Sdn Bhd
PeopleCo Sdn Bhd
Pesona Multimedia Sdn Bhd
PGS Services (MSC)
PMA Solutions Sdn Bhd
PP Telecommunications Sdn Bhd
Clement Pakiam
Niram Mazuri
Hang Wai Koon
Maslinda Abdul Rahman
Koh Li Jet
Ang Kah Heng
Ashley Cheah
Tan Eng Hoo
Faridah Jaafar
Elaine
Ui Bak Khoon
Nurhaida Hambal
Chai Lee
Ameran Bin Jaffar
Yip Hon Choong
Kelvin Ong Eng Hai
Mohd Rashdan Ramlee
John Choo
Shamsul
Kwan Thean Poh
Michelle Liyu
Sean Ng
Ling Siong Ching
Azliza Ahmad
Lee Chai Chin
Ian Ouii Ng
Jessie Ng
Yee Mee Yoon
Alan Foo
Christine
Tan Sze Pang, Mr
Kelvin Koh Heng Fai
Azhar Khamis
Roziana Mohd Ismail
E K Lim
Alvin Tan
No Company Name Contributor’s Name
241
242
243
244
245
246
247
248
249
250
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259
260
261
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263
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266
267
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270
271
272
273
274
275
276
No Company Name Contributor’s Name
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
Strategic Park Sdn Bhd
Swift Solutions MSC Sdn Bhd
Symphony BPO
Symphony BPO
Symphony BPO
Symphony BPO
Symphony BPO
Symplesoft eSolutions Sdn Bhd
Synchrosound Studio Sdn BHd
SyQic Capital Sdn. Bhd.
TCK e-Solutions Sdn Bhd
TecForte Sdn Bhd
Teliti Solutions Sdn Bhd
TenderDirect Sdn Bhd
TESS Innovation Sdn Bhd
TigerTiger Post Sdn Bhd
T-Melmax Sdn Bhd
TricubesNCR JV Sdn Bhd
TT Vision Technologies Sdn Bhd
Tulus Fikir Sdn Bhd
Two AM Sdn Bhd
U sains
UBCT Interactive Sdn Bhd
Uni Dimenxi Sdn Bhd
Unimax System Sdn Bhd
ValueLabs Sdn Bhd
Vanilla Applications Sdn Bhd
Vision Animation Sdn Bhd
Vista Solution Sdn Bhd
Visualxtreme Sdn Bhd
Vknow Solutions Sdn Bhd
VR4U Technologies (M) Sdn Bhd
Wanjun Engineering Sdn Bhd
No Company Name Contributor’s Name
Stephanie Franco
Jeya Bala Singam
Ryan Chuah
Hendy Lee
Ganesha Alsian
Norhaliza bt Mohd Salleh
Stella Leong
Eunice Gooi
Amir Irwan Bahruddin
Lim Eng Hong
Renaud Durvy
Chang Kee Kwong
Jaya Prasad Rao
Chan Kok Leong
P S Ong Ms.
Hariny
Peter Fang Kok Hong
Abdussalam Shokhawi
Yue Wan Soon
SM Brahmananda
Darren Foo Loke Tak
Kalaikovan Antony
Mabal Tan
Nurhazwani Shaari
Mak Kok Weng
Manjeet Singh
Rickisham Bin Mustapha
Rickisham Bin Mustapha
Shahizah Shaharuddin
Teng Choon Cheit
Choong Huck Liang
Chew Soo Noan
Chua Chee Siang
Mohd Shahrin Bin Saparin
Lee Chee Hoo
Eddy Cheah
M.Nazmi Tajol Aros
Lee Hon Fah
Tracii Soh
Wendy Khoo
Rajendran Sit
Angela Ooi
Francine Rozario
Vinny Tong
Faizah Ahmad Kamari
Kong Yew
Tah Chung Keong / Wei
Han Yao Kho
Zuraimi bin Idris
Jaya Pavani
Logeswari A Balakrishnan
Liew BY
Sunita Marina Petrus
Ameer Shaik Mydin
Yuki Aizawa
Zalianna Mohd Zaman Khan
Goon Koon Yin
Zubir Zain
Cheng Teik Hooi
Ong Bee Leng
Wayne Tan
Nadia Suhaili
Ng Yew Chai
Ravi Sastry
Andrew Martin
Ng Yee Siong
Low Huoi Seong
Amy
Sheana Napsie
Raja Chik Jaafar
Ong Lian Seng
Priority Smart Solutions Sdn Bhd
Pro E-Knowledge Sdn Bhd
PT Card Sdn Bhd
PTIT Sdn Bhd
PUC Founder (MSC) Berhad
PUSB Engineering Sdn Bhd
Qinetics Solutions Berhad
Quark Energy System Sdn Bhd
Quest Adaptations Sdn Bhd
RBC Dexia Investor Services(M) Sdn Bhd
Real Magic Technology Sdn Bhd
Reliable Tech Solutions Sdn Bhd
Renet Asia Sdn Bhd
RENG Technologies Sdn Bhd
RL Dynamic Engineering Sdn Bhd
S5 Systems Sdn Bhd
Salihin Consulting Group
SAP Malaysia Sdn Bhd
SCICOM
Select-TV Solutions Sdn Bhd
Serba Dinamik IT Solutions Sdn Bhd
Shell Business services Center Sdn Bhd
Shinjiru Technology Sdn Bhd
Sicpa Product Security Sdn Bhd
Signature Technologies Sdn Bhd
Silver Ridge Tangerine Sdn Bhd
Silver Ridge Technology Sdn BHd
SKALI
Smart-Acc Solutions Sdn Bhd
Smart-Ed Dot Com Asia Sdn Bhd
Softrend Sdn Bhd
Solution Engineering Sdn Bhd
Sophic MSC Sdn Bhd
SSCS Global (M) Sdn. Bhd.
Multimedia Development Corporation
(MDeC)
Multimedia Development Corporation
(MDeC)
Multimedia Development Corporation
(MDeC)
Multimedia Development Corporation
(MDeC)
PricewaterhouseCoopers eTax.
com Sdn Bhd
Smartag Solutions Bhd (formerly
known as Smartag Solutions)
Trasset Software Development
and Services (M) Sdn Bhd
View Point Research Corporation
Sdn Bhd
Tentacle Technologies MSC Sdn
Bhd
Dr Nik Marzuki Nik
Muhammad

129. 364 364
313
314
315
316
317
318
319
320
Witura Technology Sdn Bhd
World Wide Science Sdn Bhd
Worldsoft Technologies Sdn Bhd
Y Us Sdn Bhd
YES Enviro Management Sdn Bhd
Young Jump Animation Sdn Bhd
Taylor's University
Ms. Lim
Saeid Alizadeh
Alex Kwa
Farid Mohd Nor
Ms. Goh
Steven Lim
Teh Eng Huat
Sanath Sukumaran
No Company Name Contributor’s Name No
Zoomic Automation (M) Sdn Bhd
(Zoomictech Sdn Bhd)

130. 365
All Contributing CompaniesWe would like to express our sincere gratitude to all the companies that participated in this study
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
1
2
3
4
5
6
7
8
9
10
11
12
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
1001tech Amaryllis Sdn Bhd
3B Vision International Sdn Bhd
3ntity Berhad
AccelTeam Sdn Bhd
Accord Infocom Solutions
Accordia Global Sdn Bhd
ACE Touchtone Sdn Bhd
ACS a Xerox Company
Action Multimedia Solutions Sdn Bhd
Actix Sdn Bhd
Addaudio EX Sdn Bhd
Advanced Sound Technology Sdn Bhd
Advansoft Sdn Bhd
Aetins Sdn Bhd
Agile Matrix Solutions Sdn Bhd
Agilent Technologies
AIA Shared Services Sdn Bhd
AIMS Cyberjaya Sdn Bhd
Airstar (M) Sdn Bhd
Airstar(M)
Airtime Management And Programming Sdn Bhd
AJV Multimedia Development Sdn Bhd
Akeetoons Sdn Bhd
Akisoft MSC
AkiSoft MSC Sdn Bhd (Akinet Sdn Bhd)
Alpha Crossing Sdn Bhd
Alpine MSC Sdn Bhd
Altruist Communication Sdn Bhd
AMD Malaysia
Animasia Studio Sdn Bhd
Anzagain Sdn Bhd
Apar Technologies Sdn Bhd
Application Universe
Application Universe Sdn Bhd
AQ IT Solutions Sdn. Bhd.
Arachnid Sdn Bhd
Architree Design Sdn Bhd
Arris MSC Sendirian Berhad
Asdion Bhd
Asia Communications Sdn Bhd
Asia Marketing Solutions Sdn Bhd
Asia Media Sdn Bhd
Asia Pacific Info Services(DHL)
AsiaTalents Sdn Bhd
Astruminfosys Sdn Bhd
Atos Origin Services (M) Sdn. Bhd.
Authentic Venture Sdn Bhd
Autocount Sdn Bhd
Avago Technologies
Avana MSC Sdn Bhd
Avant Garde Advertising Sdn Bhd
AVEVA Asia Pacific Sdn Bhd
Avows Technologies Sdn Bhd
AXP Solutions Sdn Bhd
Backbone Entertainment Sdn Bhd
Basecamp VFX Sdn Bhd
BASF
Basis Bay Capital Management Sdn Bhd
Baycom Sdn Bhd
Beoworld Sdn Bhd
Best Pictures Sdn Bhd
Bimbit.com Sdn Bhd
Biocryptodisk Sdn Bhd
BIT Services (M) Sdn Bhd
Bizcode Technology Sdn Bhd
Biztrak R&D Sdn Bhd
Bluefin Solutions Malaysia Sdn Bhd
BMW Asia Technology Centre Sdn Bhd
Boss Solutions Sdn Bhd
BP Business Service Centre Asia S/B
Brandt International
Brilliance MSC Sdn Bhd
Broadband Satellite Solutions Sdn Bhd
BT Multimedia Malaysia Sdn Bhd
Captor-Lab Sdn Bhd
Cardtrend Systems Sdn Bhd
Cargill IT Services Sdn Bhd
Carrot Films Sdn Bhd
Cartoon4kids Sdn Bhd
Casa Inovasi Sdn Bhd
Catalyst Shared Services
CBSA MSC Sdn Bhd
CBSA Online
CCT Automation Sdn Bhd
CeDRE International Sdn Bhd
Celframe Dynamics Sdn Bhd
Cemporium Sdn Bhd
CEMS Engineering
Centium Software Sdn Bhd
CG Solutions MSC Sdn Bhd
Cloud Soft Services Sdn Bhd
CMA CGM Malaysia Sdn Bhd
Code Soft Corporation Sdn Bhd
Codemasters KL
No Company Name No Company Name No Company Name
Asia Telecommunications Research
Labs Sdn Bhd
COGNEX Intellectual Advisory Services
Sdn Bhd

131. 366
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
FLTZ Logic Sdn Bhd
Food Street
Forest Interactive Sdn. Bhd
FORMISS BASS Software
Forthwave Sdn Bhd
Free2move Scientific Sdn Bhd
Frost & Sullivan GIC Malaysia Sdn Bhd
FSBM Ctech Sdn Bhd
FSBM I-Centre Sdn Bhd
F-Secure Corporation Sdn Bhd
Fujitsu Malaysia
Funcel Sdn Bhd
Funfiek Technology Sdn Bhd
Fusionex Corp Sdn Bhd
G-asiapacific sdn bhd
Gaya Post Sdn Bhd
Geointelligence Sdn Bhd
GF Reseach & Development MSC Sdn Bhd
GHL Systems Bhd
Global Odyssey Corporation Sdn Bhd
Globalsion Software Sdn Bhd
Globetronics Multimedia Technology Sdn Bhd
Gloco Malaysia Sdn Bhd
GPRO Technologies Bhd
Grand-Flo Solution Bhd
Green Packet Berhad
GUPP-TI Sdn Bhd
GXM Sdn Bhd
Halal Development Corp
HDC Data Centre Sdn Bhd
Hewlett-Packard Multimedia Sdn Bhd
Hexasoft Development Sdn Bhd
House RM
HP Multimedia Sdn Bhd
No Company Name No Company Name No Company Name
Friesland Foods Service Centre Asia
Pacific Sdn Bhd
ExxonMobil Business Support Centre
Malaysia Sdn Bhd
HSBC Electronic Data Processing (Malaysia)
Sdn Bhd
Comdev Software Sdn Bhd
Comptel Communications Sdn Bhd
CompuDyne Sdn Bhd
CompuMed Health Logistics Sdn Bhd
Consolsys Technologies Sdn Bhd
Coraza Technology Sdn Bhd
Credit Code
Crest Focus Sdn Bhd
CRN Solutions Sdn Bhd
CSF Advisers Sdn Bhd
CTAPPS MSC Sdn Bhd
CTOS Business Systems Sdn Bhd
Cubinet Interactive (MSC) Sdn Bhd
Custommedia Sdn Bhd
Dallab Sdn Bhd
Data Centrix Sdn Bhd
Data Hive Sdn Bhd
Datacom Southeast Asia (M) Sdn Bhd
Datamation
Dell Global Business Center Sdn Bhd
Denning IT Sdn Bhd
Device 4U Sdn Bhd
Devices World Sdn Bhd
DHL
Dibena Smart S/B
Digicraft MSC Sdn Bhd
Dignersys International R&D Sdn Bhd
DISYS (Malaysia)
DISYS (Malaysia) Sdn Bhd
Documation Sdn BHd
Drixem Sdn Bhd
DTMF Networks Sdn Bhd
Dynacoral Solutions Sdn Bhd
e2 Power Sdn. Bhd
EB Technologies (M) Sdn Bhd
eBdesk Malaysia Sdn Bhd
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
eBworx Bhd
Ecava Sdn Bhd
E-cenit Systems Sdn Bhd
Echo Broadband Sdn Bhd
Ecocard Solutions Sdn Bhd
ECS ICT Bhd
Edaran IT Services Sdn Bhd
Edgecomms Sdn Bhd
ED-Online Technologies Sdn Bhd
Educational Trend Sdn Bhd
E-Global SCM Solutions Sdn Bhd
Electro Labs (Malaysia) Sdn Bhd
Elemental Ventures Sdn Bhd
Elsoft Research Berhad
E-mapping Solutions Sdn Bhd
Emerald Microsystems Sdn Bhd
Emerge Software Solutions (M) Sdn Bhd
Emerio (Malaysia) Sdn Bhd
Enihcam Technology Sdn Bhd
Entertainment Media And Telcoms Sdn Bhd
ePetrol Silverswitch Sdn Bhd
eProtea MSC Sdn Bhd
EPS Ventures Sdn Bhd
EQX Asia Sdn Bhd
ERPStar Inc. Sdn Bhd
e-Safe Systems Sdn Bhd
Esolved MSC Sdn Bhd
Everise Technology Sdn Bhd
Exact Asia Development Centre Sdn Bhd
Exitra Sdn Bhd
Fame Platform Sdn Bhd
FBIC MSC Services Sdn Bhd
FCS Computer Systems Sdn Bhd
Fireworks Solution Sdn Bhd
First Online (M) Sdn Bhd

132. 367
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
Interedge Technologies (Malaysia) Sdn Bhd
InternetNow International Sdn Bhd
Internexia Sdn Bhd
iPay88 Sdn Bhd
iPerintis Sdn. Bhd.
Ipluz
I-Pmart Technology Sdn Bhd
iPraxis Sdn Bhd
IQ Media Sdn Bhd
IRADAR SDN BHD
Iris Corporation Berhad
Iris Technologies (M) Sdn Bhd
ISA Group
ISM Insurance Services Malaysia Bhd
ISS Innovations Sdn Bhd
I-Sys Sdn Bhd
IT Insight (MSC) Sdn Bhd
IT Software Application Service Co Sdn Bhd
iTAc MSC Outsourcing Sdn Bhd
iTeach (MSC) Sdn Bhd
ITECH Worldwide Sdn Bhd
ItraMAS Technology Sdn Bhd
IVC Global Sdn Bhd
I-Xeon MSC S/B
Jabil Penang
JMC Managed Services Sdn Bhd
Jobstreet Corporation Bhd
Jujur Warna Sdn Bhd
Just Mobile Sdn Bhd
Karisma MSC Sdn Bhd
KDEB Anzagain Sdn Bhd
KE Sdn Bhd
KE Technologies Sdn Bhd
Key ASIC Berhad
KISL Technology Center Sdn Bhd
KIST Technology Education Sdn Bhd
KL-Kool.com Sdn Bhd
Kohimaran Info Systems Sdn Bhd
KOLA CGI Sdn Bhd
Kompakar eBiz MSC Sdn Bhd
KPW Technologies Sdn Bhd
Kreateevee Sdn Bhd
Kreatif Apps Sdn Bhd
KRU Studios Sdn Bhd
Kumpulan Sistematik Agresif Sdn Bhd
Landart Design Sdn Bhd
Leanis Solutions Sdn Bhd
Leanovative Sdn Bhd
Leap Energy Technology Ventures Sdn Bhd
Lei MSC Sdn Bhd
Lemon Sky
Les' Copaque Production Sdn Bhd
LintraMax (M) Sdn Bhd
LMS Technology Distributions Sdn Bhd
Logic Instinct Sdn Bhd
LSS Academy Sdn Bhd
Macera Technology Sdn Bhd
Macro Kiosk Bhd
Madcat World Sdn. Bhd
MapIt MSC Sdn Bhd
Master Art Studio Sdn Bhd
Maybank
MCS Microsystems Sdn Bhd
Media Monitors (Malaysia) Sdn Bhd
Mediclink Systems (M) Sdn Bhd
Megacenter Systems Sdn Bhd
Mems Technology Berhad
Mesiniaga
Mexter MSC Sdn Bhd
MFX Sdn Bhd
Microlexus Sdn Bhd
Mikro MSC Bhd
No Company Name No Company Name No Company Name
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
HSBC Global Resourcing
HSBC Technology and Services - Service Delivery
Huawei
Hue Visualab Sdn Bhd
Hybrinix Sdn Bhd
I Sentric Media Sdn Bhd
IB Technologies Sdn Bhd
IBM Global Delivery Centre (Malaysia) Sdn Bhd
IC Microsystems Sdn Bhd
iCIMB (MSC) Sdn Bhd
iconnect360 Sdn Bhd
iContro Software Sdn Bhd
ICT Interactive Sdn. Bhd.
Ideal Project Intelligence Sdn Bhd
IFCA MSC
I-Frasis Teknology Sdn Bhd
IG Mobile Holdings Sdn BHd
iGene Sdn Bhd
iG-interactive Sdn Bhd
Iguana Mobile Sdn Bhd
I-Insan Multimedia Sdn Bhd
Ikramatic Systems Sdn Bhd
Imagine Animation Works Sdn Bhd
Impian-Teknik Integration System Sdn Bhd
Inavigate Sdn Bhd
iNetmon Sdn Bhd
Infodata Media Sdn Bhd
Infopro
InfoValley Life Sciences Sdn Bhd
Infoyana (M) Sdn Bhd
Inneta Corporation Sdn Bhd
Innovative Swift Sdn Bhd
Inspidea Sdn Bhd
Integrated Knowledge and Campus Management Bhd
Intel Microelectronics Sdn Bhd
Interbase Resources Sdn Bhd

133. 368
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
M-Mode Berhad
M-Mode Mobile Sdn Bhd
MMSC Sdn. Bhd.
Mobif Bhd
Mobile Arts Sdn Bhd
Mobile88.com Sdn Bhd
MOL Media Sdn Bhd
MOL Media Sdn Bhd
Monster Technologies Malaysia Sdn Bhd
Motorola Solutions Malaysia Sdn Bhd
MS Post Production Sdn Bhd
MSC Trustgate.com Sdn Bhd
mTouche Technology Bhd
Multimedia Development Corporation(MDeC)
MyCNX Holdings (M) Sdn Bhd
MyKris Net Sdn Bhd
My-Partners Technology Sdn Bhd
Myreka Technologies Sdn Bhd
MySepadu Sdn Bhd
MyWave Sdn Bhd
Navitas Software Sdn Bhd
NDT Software Consulting Sdn Bhd
Netcarbon Sdn Bhd
NetInfinium Corporation Sdn Bhd
Netster MSC Sdn Bhd
Neuralogy Sdn Bhd
Nexbis Sdn Bhd
nextGRID Sdn Bhd
NFE Technology Sdn Bhd
Noisia MSC Sdn Bhd
Nokia (M) Sdn.Bhd.
NTP World Technologies Sdn Bhd
NTT MSC Sdn Bhd
Nuorg Sdn Bhd
OB10 Sdn Bhd
OCBC Bank
Open Academic Systems Sdn Bhd
Openet
Optimuszone Sdn Bhd
Oracle MSC Sdn Bhd
OREA Technologies Sdn Bhd
Orenda Sdn Bhd
Original Intelligence Sdn Bhd
Ornet Solutions Sdn Bhd
Outsource Partners International Sdn Bhd
Outsourcing Malaysia
Pac Technologies Sdn Bhd
Pacnet Global (Malaysia) Sdn. Bhd.
Panasonic R&D Centre Malaysia Sdn. Bhd.
Paperless Homework Sdn Bhd
Passion Pictures International Sdn Bhd
Paysys Communications Sdn Bhd
PCT Innovations Sdn Bhd
Penang Seagate Industries (M) Sdn Bhd
PeopleCo Sdn Bhd
Pernec Corporation
Pesona Multimedia Sdn Bhd
PGS Services (MSC)
Pioneer Streams Consolidated Sdn Bhd
Pixeries Sdn. Bhd.
Plato MSC Sdn Bhd
Play TV Asia Sdn Bhd
PMA Solutions Sdn Bhd
Pocket Pixel Sdn Bhd
Poregon Malaysia Sdn Bhd
Powercomp Software Sdn Bhd
PP Telecommunications Sdn Bhd
PricewaterhouseCoopers eTax.com Sdn Bhd
Priority Smart Solutions Sdn Bhd
Prism Transactive (M) Sdn Bhd
Pro E-Knowledge Sdn Bhd
Prosem Technology Sdn Bhd
PT Card Sdn Bhd
PTIT Sdn Bhd
PUC Founder (MSC) Berhad
PUSB Engineering Sdn Bhd
Qinetics Solutions Berhad
Quark Energy System Sdn Bhd
Quest Adaptations Sdn Bhd
RBC Dexia Investor Services(M) Sdn Bhd
RC Advance Tech Sdn Bhd
Real Magic Technology Sdn Bhd
Regal Regatta Sdn Bhd
Reliable Tech Solutions Sdn Bhd
Renet Asia Sdn Bhd
RENG Technologies Sdn Bhd
Resourcing Services Sdn Bhd
Rexit International Sdn Bhd
Rhythm & Hues Malaysia
Ria LB Com Sdn Bhd
River Walk Multimedia Sdn Bhd
RL Dynamic Engineering Sdn Bhd
Robert Walters Resource Solutions Sdn Bhd
RTS ICT (M) Sdn Bhd
R-Voz Sdn Bhd
S5 Systems Sdn Bhd
Salihin Consulting Group
SAP Malaysia Sdn Bhd
Satyam Computer Services Ltd
Scicom (MSC) Berhad
SCO Multimedia Sdn Bhd
Select-TV Solutions Sdn Bhd
Serba Dinamik IT Solutions Sdn Bhd
SG Global Support Services Sdn Bhd
Shell Business services Center Sdn Bhd
Shinjiru MSC Sdn Bhd
Sicpa Product Security Sdn Bhd
No Company Name No Company Name No Company Name
Shell Information Technology International
Sdn Bhd

134. 369
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
475
476
477
478
479
480
481
482
483
484
485
486
487
488
489
490
491
492
493
494
495
496
497
498
499
500
501
502
503
504
505
506
507
508
509
510
511
512
513
514
515
516
517
518
519
520
521
522
523
524
Signature Technologies Sdn Bhd
Silver Ridge Tangerine Sdn Bhd
Silver Ridge Technology Sdn Bhd
Silverlake
SKALI
Smart-Acc Solutions Sdn Bhd
Smartag Solutions Bhd
Smartchoice Rewards (M) Sdn Bhd
Smart-Ed Dot Com Asia Sdn Bhd
Snout Sdn Bhd
Softphix Technology Sdn Bhd
Softrend Sdn Bhd
Solsis (M)
Solution Engineering Sdn Bhd
Sophic MSC Sdn Bhd
SRG Asia Pacific Sdn Bhd
SSCS Global (M) Sdn. Bhd.
Stanton Technologies Sdn Bhd
StarFusion Sdn Bhd
STRAND Aerospace Malaysia Sdn Bhd
Strategic Park Sdn Bhd
Studio Innovators International Sdn Bhd
Sunway Holdings
Sunway Integrated Outsourcing
Swift Solutions MSC Sdn Bhd
Symphony BPO Solutions Sdn Bhd
Symplesoft eSolutions Sdn Bhd
Synchrousound Studio Sdn Bhd
SyQic Capital Sdn. Bhd.
Syscatech Sdn Bhd
T Tech Solutions Sdn Bhd
TATA Consultancy Services Malaysia Sdn Bhd
Taylor's College
TCK e-Solutions Sdn Bhd
TecForte Sdn Bhd
Technollis Sdn Bhd
Teledirect Telecommerce Sdn Bhd
Teliti Solutions Sdn Bhd
TenderDirect Sdn Bhd
Teneo Technologies Sdn Bhd
Tentacle Technologies MSC Sdn Bhd
Teratotech
TESS Innovation Sdn Bhd
The Art Shop Sdn Bhd
The Factory MS Sdn Bhd
The Media Shoppe Bhd
ThreeSixty Technologies Sdn Bhd
TigerTiger Post Sdn Bhd
Tiseno
T-Melmax Sdn Bhd
Towards Soft Technology Sdn Bhd
Trek Systems (M) Sdn Bhd
Tricubes Computers Sdn Bhd
TricubesNCR JV Sdn Bhd
Tripod Entertainment Sdn Bhd
TT Vision Technologies Sdn Bhd
Tulus Fikir Sdn Bhd
Tunku Abdul Rahman College
Twisted Media Sdn Bhd
Two AM Sdn Bhd
U sains
UBCT Interactive Sdn Bhd
UCSI University
Uni Dimenxi Sdn Bhd
Unimax System Sdn Bhd
Unussually Fashioned Objects Sdn Bhd
Upodmedia
V NET Computer Services Sdn Bhd
Vads Business Process Sdn Bhd
ValueLabs Sdn Bhd
Vanbreda International Sdn Bhd
Vanilla Applications Sdn Bhd
Vantage Point Consulting
Vast Base MSC Sdn Bhd
View Point Research Corporation Sdn Bhd
Vision Animation Sdn Bhd
Vision Technology Consulting Sdn Bhd
Visionary Zone Sdn Bhd
Vista Solution Sdn Bhd
Visualxtreme Sdn Bhd
Vitrox Corporation Berhad
Vknow Solutions Sdn Bhd
Vmax Point (M) Sdn Bhd
Voicehub Communications Sdn Bhd
VR3D Technology Sdn Bhd
VR4U Technologies (M) Sdn Bhd
VTC Technology Consulting
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