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IT Application Support

  • Full Time, onsite
  • PT. Klik Digital Sinergi | Digital Transformation Enabler
  • Jakarta Selatan, Indonesia
Salary undisclosed

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Responsibilities

  • 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 relate 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

Qualifications

  • Having experience in Support engineer L1 min 3 years
  • Willing to work 24/7 on call duties
  • Strong communication skills (verbal and written)
  • Having knowledge with Linux
  • Having knowledge with Database (PL-SQL)
  • Having knowledge with Web Service (Nginx, Apache tomcat, Jboss, Web logic, API)
  • 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