IT Production Support Officer

PT Walden Global Services; Daerah Khusus Ibukota Jakarta; On-site; IDR 120,000,000 - 200,000,000; Full time

Job summary

PT Walden Global Services (WGS) is seeking an experienced IT Production Support Officer to maintain system availability in a 24/7 IT operation. You will manage L1/L2 incidents, perform log analysis, and prepare RCA reports, while adhering to ITIL processes.

Candidates should have 2+ years in IT Production Support or IT Operations, with strong Linux/Windows skills and a willingness to work onsite in Jakarta. Familiarity with monitoring tools and proactive problem solving are essential.

Qualifications

• Experience in IT Production Support or IT Operations.
• Familiar with 24/7 IT operations.
• Proficient in Linux and Windows environments.
• Strong troubleshooting and incident handling skills.
• Knowledge of ITIL Incident Management.

Responsibilities

• Monitor applications to ensure system availability in a 24/7 environment.
• Handle L1/L2 incidents including P1 (Critical) incidents.
• Log analysis, initial investigation, and incident escalation as needed.
• Prepare incident reports and RCA.
• Ensure compliance with ITIL processes.

Skills

Linux

Windows

SQL queries

Log analysis

Incident management

ITIL

Monitoring tools

Analytical thinking

Shift work

Job description

PT Walden Global Services (WGS) is currently looking for an experienced IT Production Support Officer to join our team.

Job Responsibilities:

Perform application monitoring to ensure system availability and stability in a 24/7 IT operational environment.

Handle incidents and troubleshooting at L1/L2 levels, including P1 (Critical) incidents.

Monitor system performance and identify potential issues or abnormalities.

Perform initial investigation, log analysis, and incident escalation when required.

Prepare incident reports, including Root Cause Analysis (RCA).

Ensure incident handling follows established ITIL processes and procedures.

Requirements:

Minimum 2 years of experience in IT Production Support, IT Operations, or Application Support.

Experienced in 24/7 IT operational environments.

Familiar with application monitoring tools.

Good understanding of Linux and Windows operating systems.

Proficient in basic SQL queries and database troubleshooting.

Experienced in log analysis and incident troubleshooting.

Understanding of ITIL processes, particularly Incident Management.

Strong analytical and problem-solving skills.

Willing to work fully onsite in Jakarta and follow operational shift arrangements if required.

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Your application will include the following questions:

• Berapa gaji bulanan yang kamu inginkan?
• Kualifikasi mana yang kamu miliki?
• Berapa lama waktu yang kamu butuhkan untuk memberi tahu perusahaanmu saat ini?
• Apakah kamu bersedia bekerja dengan sistem shift?

Computer Software & Networking 101-1,000 employees

WGS is Indonesia’s leading Software and IT Services Company whose mission is to elevate Indonesia's ITO industry through automating and innovating client's businesses with technology. Our strengh is in software engineering and we work diligently with our clients to propagate our company mantra: automate * innovate.

WGS is Indonesia’s leading Software and IT Services Company whose mission is to elevate Indonesia's ITO industry through automating and innovating client's businesses with technology. Our strengh is in software engineering and we work diligently with our clients to propagate our company mantra: automate * innovate.

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