Application Operations Tower Lead - Telco Industry (ASAP)

MUST-HAVE EXPERIENCE

• Years of Experience : Minimum 6–8 years in application operations/support, with 2+ years in a team lead or tower lead capacity
• Industry Background : Telco or large-scale enterprise environment strongly preferred — familiarity with revenue-impacting incident dynamics (e.g., customer-facing app downtime affecting billing, complaints, NPS)
• Team Management Demonstrated experience managing 10+ engineers across multiple sub-functions
• Client-Embedded Delivery : Prior experience working within a client's operational structure under a staffaugmentation
• or managed-services model — comfortable with dual reporting lines (client operational authority + vendor organizational reporting)
• Incident/Escalation Management : Strong grounding in ITIL-aligned incident, problem, and change management; able
• to judge when to escalate to client L3 vs. resolve at tower level

TECHNICAL COMPETENCIES

• Application operations across middleware, web applications, and integration layers
• Working familiarity with observability/monitoring tooling — ideally direct experience with Grafana, Datadog, or equivalent (TCOP-equivalent proprietary platforms count as adjacent experience)
• Understanding of SaaS-based application monitoring (for Campaign & Loyalty-type platforms where support is monitoring-only, not full ops)

Basic-to-intermediate understanding of underlying cloud infrastructure dependencies (won't own infra, but must coordinate credibly with a Cloud Ops counterpart)

Exposure to KPI/SLA-governed environments — comfortable working against a formal metrics framework (e.g., a 100+ item KPI matrix) and reporting attainment

SOFT SKILLS / BEHAVIORAL FIT

• Escalation Judgment : Able to triage severity accurately without over- or under-escalating to client leadership
• Political Navigation : Comfortable operating without direct hierarchical authority over embedded staff in a blended team; needs influence-based leadership, not command-and-control
• Client Stakeholder Management : Able to interface directly with a senior client sponsor (e.g., a VP/Group Head-level role) with minimal buffering from account leadership
• Composure Under Pressure : Telco customer-facing app incidents carry simultaneous technical, commercial, and reputational stakes; candidate should have handled high-visibility incidents before
• Documentation Discipline : Able to produce clean, defensible incident/KPI reporting, including distinguishing
• internally- vs. externally-caused performance misses

NICE-TO-HAVE

• Prior experience in a telco merger/consolidation environment (systems rationalization, dual-stack support)
• Familiarity with cloud migration-adjacent operations (supporting applications mid-migration to a hyperscaler platform)
• Bahasa Indonesia fluency (English professional proficiency is mandatory; Bahasa is an asset for team-level communication, not client reporting)

TECHNOLOGY STACK

• Grafana, Datadog, or equivalent APM/monitoring platforms; proprietary telco operations dashboards
• ServiceNow or equivalent ITSM platform for incident, problem, and change management
• Enterprise service bus / API gateway technologies (e.g., MuleSoft, Apigee, Kong, or equivalent); message queue systems (Kafka, RabbitMQ)
• Familiarity with common web application architectures — Java/Spring, .NET, or Node.js backends; REST/SOAP API integration patterns
• Basic familiarity with relational (Oracle, MySQL, PostgreSQL) and NoSQL (MongoDB, Redis) systems for incident triage purposes
• Exposure to scripting/automation tools (Ansible, Python, Shell) for operational efficiency and runbook execution
• (Jenkins, GitLab)