First-Line IT Operations Lead — SLA-Driven MSP

Tech Junction Ltd

Indonesia

On-site

IDR 390,600,000 - 613,800,000

Full time

3 days ago

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Job summary

AMK Technology in Indonesia is seeking an experienced First-Line Ops Lead to oversee mission-critical IT operations within our Managed IT Operations Support initiative on a contract basis. You will lead technical teams, coordinate incident resolutions, and ensure high availability and SLA compliance across enterprise infrastructure environments.

This role requires immediate or short-notice availability, strong ITIL familiarity, and the ability to mentor staff, manage shifts, monitor KPIs, and

Qualifications

Minimum of 3 to 5 years of professional experience in IT operations, network operations, service desk management, or specialized technical support.
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
Based in Indonesia and eligible to work on a contract basis.
Available to join immediately or at short notice.

Responsibilities

Lead and coordinate daily operations for the First-Line Ops Lead function.
Ensure strict adherence to SLAs, operational targets, and KPIs.
Manage incident escalation pathways and troubleshoot bottlenecks.
Coordinate with regional field teams, IT management, and vendors to maintain uptime.
Drive process optimizations, automation initiatives, and service improvements.
Mentor engineering and support staff and maintain operational documentation.