Description
- Manage all request ticket
- Sharing knowledge to handover daily operation tasks
- Quarterly preventive maintenance
- Evaluation of application maintenance
- Technical consultation for perfective maintenance
- Performance assessment and analysis
- Perform improvements based on preventive maintenance
- Deployment standard and normal change
- Make sure during and after release implementation no incident or issue occurs
- Resolution for incident or RCA
- Perform L2 maintenance support related to application
- Maintain availability and capacity under threshold to ensure all services running properly
- Perform configuration or change management relate to applications through ticketing system and executing within SLA and ensure process quality
- Check completeness of all prerequisite requirement of standard change request
- Communicate with user through email, whatsapp, telegram or phone for more information or requirement needed
- Create and update SOP with development team for new standard change
- Inform or socialize or train all support team regarding new SOP or knowledge
- Implement changes thoroughly as required as SOP given and ensure IT service stability
- Manage known incident or user complain relate to application and resolve it within SLA as SOP defined through ticketing system
- Perform preventive regular maintenance to prevent service crash or incident relate to application
- Provide data audit relate to application based on audit requirement
- Have and updated detailed reporting document in regular basis (daily/weekly/monthly) and ad-hoc purpose
Minimum Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Information Systems
- Having experience in Support engineer L1 min 3 years
- Willing to work 24/7 on call duties
- Strong communication skills (verbal and written)
- Familiar with various Linux OS, Shell Command, Shell Scripting
- Familiar with various Database Technology (PostgreSQL, MySQL, MongoDB), SQL,
- Stored Procedure (such as PL/SQL) and DB GUI Tools (DBeaver, pgAdmin, MySQL Workbench)
- Familiar with one or more of the following Application Server / Web Server (Nginx, Apache, Tomcat, JBoss, Oracle WebLogic)
- Familiar with API and it testing tools (Postman, SOAP UI)
- Experience on operating Linux Desktop or X-WIndows Application would be a plus
- Experience in operating one or more of the Cache Server Technology (Redis, Memcache) would be a plus
- Excellent problem solving and documentation skills
- Proven customer service skills
- Familiar with Information Technology Infrastructure Library (ITIL) methodologies
- Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions
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