IT Operations Quality & CSAT Lead

Tech Junction Ltd; Indonesia; On-site; IDR 167,400,000 - 256,680,000; Full time

Job summary

AMK Technology seeks an experienced Quality & CSAT Analyst to oversee IT operations in Indonesia on a contract basis. You will manage shift rosters, incident triage, root-cause analysis, and drive automation and process improvements while coordinating with regional teams and vendors.

You will mentor junior staff, track KPIs, and maintain ITIL-aligned documentation to ensure high service levels and availability across enterprise infrastructure environments.

Qualifications

• 3–5 years in IT ops, network ops, service desk, or MSP support.
• Hands-on ITIL-based service management experience.
• Based in Indonesia and eligible for contract work.
• Bachelor’s degree in IT, CS, Engineering or related field.

Responsibilities

• Lead and coordinate daily operations for the Quality & CSAT Analyst function.
• Ensure strict adherence to SLAs, targets and KPIs.
• Manage incident escalation pathways and troubleshoot bottlenecks.
• Coordinate with regional field teams, IT management and vendors to maintain uptime.
• Drive process improvements, automation initiatives, and service quality.
• Oversee quality assurance, performance reporting, and security/compliance.
• Mentor engineering and support staff with guidance and coaching.
• Maintain thorough operational logs, ticket documentation and asset records.

Skills

IT operations knowledge

ITIL familiarity

Analytical thinking

Customer-service orientation

Team coordination

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITSM/Ticketing systems

Enterprise monitoring platforms

Job description

AMK Technology seeks an experienced Quality & CSAT Analyst to oversee IT operations in Indonesia on a contract basis. You will manage shift rosters, incident triage, root-cause analysis, and drive automation and process improvements while coordinating with regional teams and vendors.

You will mentor junior staff, track KPIs, and maintain ITIL-aligned documentation to ensure high service levels and availability across enterprise infrastructure environments.