IT L2 Engineer

Deskripsi pekerjaan IT L2 Engineer Pt Vanz Inovatif Teknologi (qbit)

Job Desc

• Monitor and ensure the stability, availability, and performance of application systems, including both hardware and software components, to minimize service disruptions.
• Perform daily operational checks, manual system inspections, and workflow testing to ensure applications function properly and meet business requirements
• Conduct post-maintenance and post-recovery verification activities to ensure application services are fully restored and operating as expected.
• Prepare and submit periodic maintenance, monitoring, and incident reports to the Customer Support Manager and other relevant stakeholders.
• Manage service level agreements (SLAs) and ensure IT services are aligned with business requirements for Digital Healthcare Ecosystem applications.
• Provide Level 1 and Level 2 application support, including but not limited to:
• Resolving user helpdesk tickets
• Managing application configuration
• Preparing daily production reports
• Investigating and analyzing application failures
• Performing root cause analysis and resolution activities
• Identify, troubleshoot, and resolve application, infrastructure, hardware, and software issues in accordance with agreed service management levels.
• Assess risks associated with incidents, system changes, and application enhancements, and implement preventive or corrective actions to minimize business impact.
• Prioritize incidents and service requests based on severity, business impact, and SLA commitments.
• Prepare resolution reports and communicate issue status, root causes, corrective actions, and recommendations to stakeholders.
• Act as the primary liaison between customers and engineering teams by managing customer issues and facilitating effective communication throughout the resolution
• Support application installation, configuration, implementation, upgrades, and deployment activities while ensuring all activities are properly documented.
• Evaluate implementation risks and recommend postponement or rejection of installations or changes that may negatively impact system stability or business operations.
• Monitor and ensure compliance with IT asset management, information security standards, access controls, and company policies.
• Review user and device access rights, take appropriate actions to mitigate security risks, and escalate security concerns when necessary.
• Participate in IT governance activities, including audit preparation, compliance reviews, policy updates, and continuous process improvements.
• Maintain and update operational procedures, technical documentation, standard operating procedures (SOPs), and knowledge base materials to ensure accuracy and compliance with organizational standards.

Job Requirements

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• Minimum 2-5 years of experience in Application Support, IT Operations, Technical Support, System Administration, IT Service Management, or a related role.
• Strong understanding of application support processes, incident management, problem management, and change management.
• Experience providing Level 1 and Level 2 support for enterprise applications or healthcare-related digital platforms is preferred.
• Knowledge of operating systems, databases, networking concepts, application servers, and cloud-based environments.
• Experience troubleshooting hardware, software, application, and infrastructure-related issues.
• Familiarity with IT Service Management (ITSM) frameworks such as ITIL and Service
• Level Agreement (SLA) management.
• Experience using ticketing systems, monitoring tools, logging platforms, and incident management solutions.
• Strong analytical and problem-solving skills with proven experience in root cause analysis and issue resolution.
• Understanding of information security principles, access management, IT governance, and compliance requirements.
• Experience supporting application deployment, configuration, implementation, and upgrade activities.
• Ability to create technical documentation, operational procedures, incident reports, and service reports.
• Strong communication and stakeholder management skills with the ability to coordinate effectively with users, customers, and technical teams.
• Ability to work under pressure, manage multiple priorities, and meet SLA targets.
• ITIL Foundation, Microsoft, Linux, Cloud, or other relevant technical certifications are considered an advantage.
• Experience in healthcare technology, digital healthcare platforms, or regulated industries is highly preferred