Data & Infrastructure Incident Engineer

ATI Business Group; Tangerang Selatan; On-site; IDR 120,000,000 - 160,000,000; Full time

Job summary

ATI Business Group in Indonesia is seeking a Data & Infrastructure Support Engineer to be the first contact for data and infrastructure incidents, investigating issues and providing clear diagnostics. You will monitor systems, troubleshoot across data platforms and escalate when needed to ensure rapid resolution.

You will gain exposure to RPA and AI/LLM support as the tech environment evolves, with opportunities to improve monitoring, runbooks, and incident response.

Qualifications

• Experience in technical support, service desk, infrastructure support, or data operations.
• Familiarity with Grafana, Datadog, Azure Monitor, or Splunk.
• Knowledge of SQL, data pipelines and ETL concepts.
• Cloud fundamentals across Azure, AWS, or GCP.
• Proficient in Python, PowerShell, or similar scripting.

Responsibilities

• Act as the first point of contact for incidents, investigate and resolve or escalate.
• Review logs, dashboards, alerts, and monitoring to identify failure patterns.
• Support servers, cloud services, networking, and storage health and availability.
• Monitor data pipelines and ETL jobs, address failures and data quality alerts.
• Manage tickets within SLA and communicate with stakeholders.
• Follow runbooks and improve troubleshooting procedures.

Skills

Troubleshooting

Log analysis

Monitoring tools

SQL querying

Cloud fundamentals

Python scripting

Tools

Grafana

Datadog

Azure Monitor

Splunk

Jira Service Management

ServiceNow

Job description

Are you someone who enjoys troubleshooting technical issues, investigating what’s happening behind the scenes, and finding the root cause of unfamiliar problems? Do you feel comfortable working with logs, dashboards, alerts, and monitoring tools to turn incidents into clear diagnoses and solutions?

We’re looking for a Data & Infrastructure Support Engineer to join our team at ATI Business Group. In this role, you’ll be the first point of contact for data and infrastructure incidents, investigating issues, reviewing logs and monitoring tools, forming an initial diagnosis, and either resolving the issue or escalating it with clear supporting context. As our technology environment continues to evolve, you’ll also have opportunities to develop your skills in RPA and AI/LLM support, working alongside the relevant engineering teams.

Key Responsibilities

• Act as the first point of contact for data and infrastructure support incidents, investigating issues and either resolving or escalating them appropriately.
• Review logs, dashboards, alerts, and monitoring tools to identify probable causes and distinguish between temporary and systemic issues.
• Support the health and availability of servers, cloud services, networking, storage, and data platforms, including troubleshooting connectivity, performance, and availability issues.
• Monitor and troubleshoot data pipelines, ETL/ELT jobs, data warehouses, and scheduled processes, including job failures, data quality issues, latency, and throughput problems.
• Manage support tickets and queues within agreed SLA, keeping stakeholders informed and documenting investigation and resolution steps.
• Escalate complex or unresolved issues to Level 2/3 or specialist teams with clear diagnostic information.
• Follow existing troubleshooting runbooks and contribute to improving documentation and procedures based on newly identified issues.
• As you develop in the role, gain exposure to RPA support, including UiPath environments, robot health, queues, transactions, and basic automation exception triage.
• Build longer-term exposure to AI/LLM-powered solutions, supporting basic monitoring and incident triage alongside the relevant engineering teams.
• Identify opportunities to improve monitoring, alerting, documentation, and support processes to reduce recurring incidents and manual effort.

Is this you?

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related technical field.
• Experience in technical support, service desk, infrastructure support, data operations, or a similar technical environment.
• A strong troubleshooting mindset with the ability to investigate unfamiliar issues methodically and reach an initial diagnosis.
• Comfortable working with logs, dashboards, alerts, and observability/monitoring tools such as Grafana, Datadog, Azure Monitor, Splunk, or similar.
• Familiarity with SQL, basic data querying, and data pipeline/ETL concepts.
• Understanding of cloud infrastructure fundamentals across Azure, AWS, or GCP, including VMs, storage, and basic networking.
• Basic scripting skills in Python, PowerShell, or similar languages for troubleshooting and routine operational checks.
• Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or equivalent, including incident management, escalation, and SLA processes.
• Able to follow and contribute to technical runbooks and documentation, with clear communication skills for handovers and escalations.
• Exposure to UiPath or other RPA platforms, including UiPath Orchestrator, robots, queues, or transactions, is a plus.
• Exposure to Microsoft Power Automate, AI/LLM-powered applications, or related automation technologies is also a plus.

Be Part of ATI's Journey

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.