Incident Management Specialist

Super Bank Indonesia; Jakarta Utara; Presencial; IDR 180.000.000 - 240.000.000; Jornada completa

Descripción de la vacante

Super Bank Indonesia is seeking an Incident Management Engineer to handle system administration, problem resolution, and escalation across multiple application environments. You will provide first and second-level technical support and work with developers, executives, vendors, and other support teams.

The role emphasizes problem prioritization, root cause analysis, and cross-functional collaboration to improve reliability and incident response.

Formación

• 2+ years of experience, with at least 1 year in support or operations.
• Strong understanding of support flows and procedures.
• Able to stay calm in emergencies and make appropriate decisions.
• Strong problem-solving ability.
• Able to provide simple, step-by-step technical assistance, both verbally and in writing.
• Familiar with Zendesk, Google Calendar, web-based email, Slack.
• Know how to debug basic mobile hardware and software issues and have product support experience.

Responsabilidades

• Resolve technical issues and provide stakeholder support via the provided help desk tools.
• Assist in monitoring and improving system reliability, stability, and scaling for the engineering team.
• Collaborate with Customer Service to resolve technical issues or provide temporary solutions that cannot be resolved through regular operations.
• Execute and track production support activities according to specified SLAs.
• Ask specific questions to customers to quickly understand the root cause of the problem.
• Create technical knowledge documentation.
• Ensure all issues and problems are properly documented.

Conocimientos

Zendesk

System administration

Root cause analysis

Problem solving

Technical support

Herramientas

Slack

Google Calendar

Web-based email

Zendesk

Descripción del empleo

The Incident Management Engineer is responsible for system administration, problem resolution, problem prioritization, root cause analysis in problem resolution, and escalation across various application environments. This role includes providing first and second-level technical support, contributing to company cross-functional projects, and interacting with software developers, executives, vendors, and other support teams.

Job Responsibilities

• Resolve technical issues and provide support to stakeholders through the provided help desk tools.
• Assist in monitoring and improving system reliability, stability, and scaling issues for the engineering team.
• Collaborate with the Customer Service team to resolve technical issues and/or provide temporary solutions that cannot be resolved through regular operations.
• Execute and track production support activities according to specified SLAs.
• Ask specific questions to customers to quickly understand the root cause of the problem.
• Create technical knowledge documentation.
• Ensure all issues and problems are properly documented.

Job Requirements

• Have 2 or more years of relevant work experience, with at least one year related to support or operations.
• Have a strong understanding of support flows and procedures.
• Able to remain calm in emergencies, and make appropriate decisions to handle unexpected exceptions.
• Strong problem-solving ability.
• Able to provide simple and step-by-step technical assistance, both verbally and in writing.
• Familiar with online tools such as Zendesk, Google Calendar, web-based email, Slack, etc.
• Know how to debug basic mobile hardware and software issues and have experience in product support.