Skill diminta
Access ControlAccurateAttention to DetailCommunicationTroubleshooting
Gaji pasar untuk posisi ini
Median Rp5 jt/bulan · rentang umum Rp3,3 jt – Rp6,5 jt
Berdasarkan 603 lowongan Operations Management se-Indonesia (semua level).
Lihat data gaji selengkapnya →Deskripsi
- Monitor IT infrastructure, systems, applications, and network services to ensure availability and performance
- Perform first-level troubleshooting and resolution of IT incidents and service requests
- Respond to alerts, system notifications, and operational issues in a timely manner
- Escalate unresolved or complex technical issues to L2/L3 teams or relevant vendors
- Perform routine system health checks and operational monitoring
- Assist with user account management, access requests, password resets, and basic permission issues
- Monitor and manage IT tickets through the IT Service Management (ITSM) system
- Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and operational procedures
- Execute standard operational procedures, scheduled tasks, and routine maintenance activities
- Support backup monitoring and verify the completion and status of scheduled backups
- Assist with system deployment, configuration, patching, and basic maintenance activities under established procedures
- Follow IT security policies, access control procedures, and company IT standards
- Participate in incident management and provide timely updates on ongoing issues
- Prepare basic operational reports, incident summaries, and system monitoring reports
- Participate in shift operations, on-call support, or after-hours monitoring when required
- Continuously improve operational processes, documentation, and troubleshooting procedures
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
- 1–3 years of experience in IT Support, IT Operations, Helpdesk, Application Support, or Technical Support
- Experience in Level 1 (L1) IT/Application Support, particularly in handling user complaints and technical issues
- Experience supporting banking applications or financial technology (FinTech) systems is preferred
- Willing to work in a shift-based or operational support environment
- Strong ability to perform initial troubleshooting, issue identification, and basic problem resolution
- Experienced in handling and monitoring user complaints, incidents, service requests, and support tickets
- Ability to perform incident categorization, prioritization, escalation, and follow-up to ensure timely resolution
- Basic understanding of API concepts, application integration, and system connectivity is preferred
- Able to coordinate effectively with L2/L3 support, application teams, infrastructure teams, and relevant business/users for issue resolution
- Familiarity with IT Service Management (ITSM) processes, including Incident Management and Service Request Management
- Experience using ticketing/helpdesk tools and maintaining proper incident documentation
- Good analytical and problem-solving skills, with attention to detail when investigating application issues
- Strong communication skills, both written and verbal, with a customer/user-oriented approach
- Able to work under pressure and handle multiple incidents or user complaints simultaneously
- Good documentation skills and ability to prepare incident reports, issue logs, and operational updates