Incident Management & System Reliability Engineer

Super Bank Indonesia; Jakarta Utara; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Zendesk

System administration

Root cause analysis

Problem solving

Technical support

Tools

Slack

Google Calendar

Web-based email

Zendesk

Job description

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.