Client Support Specialist – Incident & SLA Expert

RecruiterPal; Indonesia; On-site; IDR 44,640,000 - 89,280,000; Full time

Job summary

ALTO Network in Indonesia is seeking an IT Operations/Support professional to manage inquiries, escalate with clear information, and provide incident updates within SLA. The role requires knowledge of payment messaging standards and networking basics, including Ivanti ticketing and collaboration with service operation teams.

You will monitor transactions, produce incident reports, and support governance by training staff and ensuring proper process adherence across teams.

Qualifications

• Experience with IT operations and incident management.
• Familiarity with ISO 8583/ISO 20022 messaging standards.
• Experience with monitoring applications.
• Networking basics (TCP/IP).
• Experience with online transaction processing.
• Understanding of switching operation processes.

Responsibilities

• Give response for inquiries within agreed SLA.
• Provide correct information during escalation.
• Provide incident progress updates to impacted clients/members.
• Create Ivanti tickets and input details correctly.
• Update Ivanti ticket progress within SLA.
• Provide incident reports.
• Monitor H2H, Event 610 and SAF in ADAMA.
• Maintain relationships with other divisions.
• Maintain relationships with Service Operation Team.
• Perform risk/findings audits.
• Inform and train staff to support governance.

Skills

General IT Knowledge

Payment Message Standard Messaging

Monitoring Application

TCP/IP

Online Transaction

Switching Operation Process

Job description

ALTO Network in Indonesia is seeking an IT Operations/Support professional to manage inquiries, escalate with clear information, and provide incident updates within SLA. The role requires knowledge of payment messaging standards and networking basics, including Ivanti ticketing and collaboration with service operation teams.

You will monitor transactions, produce incident reports, and support governance by training staff and ensuring proper process adherence across teams.