First-Line Ops Lead | AMK Technology | Indonesia

Tech Junction Ltd; Indonesia; On-site; IDR 390,600,000 - 613,800,000; Full time

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.

Skills

IT operations

Network operations

Service desk management

ITIL

Customer service orientation

Problem-solving

Communication skills

Leadership

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related technical discipline

Tools

Ticketing systems

Enterprise monitoring platforms

Job description

Position Summary

AMK Technology is seeking an experienced and dedicated First-Line Ops Lead to join our Managed IT Operations Support initiative in Indonesia on a contract basis. In this pivotal role, you will be responsible for overseeing mission-critical IT operations, leading technical teams, ensuring rigorous SLA compliance, and driving service excellence across enterprise infrastructure environments. You will collaborate closely with cross-functional support teams, coordinate incident resolutions, and maintain high availability and performance standards. This opportunity requires a qualified technology professional based in Indonesia with strong domain expertise and immediate or short-notice availability.

Detailed Job Description

As the First-Line Ops Lead, you will take full ownership of operational workflows, performance monitoring, and technical service delivery within our structured IT operations framework. Your day-to-day responsibilities include managing shift rosters, directing incident triage, conducting root-cause analysis, and implementing proactive automation and process improvements. You will interface directly with enterprise stakeholders, equipment vendors, and regional service teams to resolve escalated bottlenecks and ensure seamless technical operations. Furthermore, you will mentor junior support staff, track key performance indicators (KPIs), and maintain comprehensive operational documentation in alignment with ITIL best practices.

Key Responsibilities

• Lead and coordinate daily operations, monitoring workflows, and task execution for the First-Line Ops Lead function.


• Ensure strict adherence to service level agreements (SLAs), operational targets, and key performance indicators (KPIs).


• Manage incident escalation pathways, troubleshoot complex technical bottlenecks, and execute rapid service restoration.


• Coordinate seamlessly with regional field teams, IT management, and external vendors to maintain infrastructure uptime.


• Drive process optimizations, automation initiatives, and continuous service improvements across IT operations.


• Oversee quality assurance, performance reporting, and adherence to enterprise security and compliance policies.


• Mentor engineering and support personnel, providing structured guidance and technical coaching.


• Maintain meticulous operational logs, ticket documentation, and asset tracking records.

Required Qualifications & Skills

• Minimum of 3 to 5 years of professional experience in IT operations, network operations, service desk management, or specialized technical support.


• In-depth technical knowledge and practical expertise relevant to the First-Line Ops Lead domain.


• Strong familiarity with ITIL service management frameworks, ticketing systems, and enterprise monitoring platforms.


• Excellent problem-solving, analytical, and interpersonal communication skills with a strong customer-service orientation.


• Mandatory requirement: Must be based in Indonesia and eligible to work on a contract basis.


• Available to join immediately or at short notice.


• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline.


• Proven ability to thrive in a fast-paced, high-availability managed service provider (MSP) environment.

Nice-to-Have Skills

• Relevant professional certifications such as ITIL Foundation, Cisco CCNA, Microsoft Certified Professional, or domain-specific credentials.


• Prior experience operating within multinational IT consultancy or large-scale enterprise outsourcing organizations.


• Bilingual communication proficiency in English and Indonesian (Bahasa Indonesia).


• Experience with advanced monitoring tools, AIOps frameworks, and log analysis utilities.


• Demonstrated leadership experience in managing cross-functional technical teams and shift rosters.

Compensation and Contract

• Salary/Rate: Market Competitive / Contract Standard


• Deadline: Open until filled


• Notice Period: Immediate / Short Notice


• Contract Duration: Contract

Recruitment Pro Tip

When applying for this First-Line Ops Lead position with AMK Technology, ensure your resume explicitly highlights your hands-on technical experience in IT operations and service delivery. Clearly state your location in Indonesia and match your email subject line exactly to the position name.