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Job Description & How to Apply Below
Location: Daerah Khusus Ibukota Jakarta
About the job Senior Technical Operations/ Helpdesk Responsibilities
- Exercise strong technical judgment and intuition to determine when to elevate issues early (in cases of potential large-scale system impact) versus conducting independent initial investigations.
- Communicate clearly, effectively and transparently with stakeholders throughout all stages of an incident (initial detection, ongoing updates and final resolution).
- Analyze logs, monitoring dashboards and system alerts to identify root causes prior to involving engineering teams where possible.
- Define and prioritize key Tech Ops metrics, and build operational dashboards that enable efficient emergency troubleshooting without relying solely on Dev Ops support.
- Resolve user‑specific issues independently and proactively, reducing the workload on engineering teams.
- Identify recurring problem areas or processes that require manual intervention and collaborate with Product/Engineering teams to drive permanent fixes or automation improvements.
- Track and document all incidents, ensure accurate monthly system availability reporting, follow up on post‑mortem completion and ensure all RCA action items are delivered on time by the respective teams.
- Minimum of 10 years experience in IT Support, Helpdesk and/or Tech Ops.
- Strong troubleshooting capabilities, with the ability to clearly distinguish between user‑specific issues and system‑related issues (backend, frontend or infrastructure).
- Proven experience in Incident Management and effective communication with cross‑functional stakeholders, ranging from operational staff to senior management.
- Solid understanding of basic monitoring concepts and the ability to analyze logs for initial investigation.
- Ability to identify and visualize key operational data (e.g., error rates, latency, system logs) to support rapid decision‑making during emergency troubleshooting scenarios.
- Demonstrates assertiveness in following up with technical teams and ensuring the accuracy and timeliness of information.
- Willing to work from office (WFO) at Mampang Blue Bird Head Office.
Position Requirements
10+ Years
work experience
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