Data & Infrastructure Support Engineer

ATI Business Group; Jakarta Pusat; Presencial; IDR 150.000.000 - 240.000.000; Jornada completa

Descripción de la vacante

ATI Business Group is seeking a Data & Infrastructure Support Engineer to be the first point of contact for data and infrastructure incidents. You will investigate issues, review logs and monitoring tools, and provide initial diagnosis or escalation as needed.

You will gain exposure to RPA and AI/LLM support, working alongside engineering teams to improve monitoring and incident triage. This role emphasizes pragmatic problem-solving and clear communication during handovers.

Formación

• Experience in technical support, service desk, or infrastructure support.
• Ability to investigate unfamiliar issues methodically to reach initial diagnosis.
• Familiarity with logs, dashboards, alerts, and observability tools.
• Understanding of cloud fundamentals across Azure, AWS, or GCP.
• Basic scripting for troubleshooting and routine checks.

Responsabilidades

• Act as the first point of contact for data and infrastructure incidents.
• Review logs, dashboards, alerts to identify causes and differentiate issues.
• Support health and availability of servers, cloud services, networking, storage.
• Monitor data pipelines, ETL/ELT jobs, data warehouses, and processes.
• Manage tickets and SLA-based queues; escalate when needed.
• Contribute to improved runbooks and documentation.

Conocimientos

Troubleshooting mindset

Logs and monitoring

SQL basics

Cloud fundamentals

Scripting basics

ITSM tools usage

Observability tools

Educación

Bachelor's degree in CS/IT/IS/SE or related field

Herramientas

Grafana

Datadog

Azure Monitor

Splunk

Jira Service Management

ServiceNow

UiPath

Power Automate

Descripción del empleo

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.