L2 Applications Support Engineer - ERP & Middleware

nttlimited; Jakarta Pusat; On-site; IDR 111,600,000 - 223,200,000; Full time

Job summary

NTT DATA seeks an Applications Managed Services Engineer (L2) to ensure ERP and Middleware platforms stay in top shape, monitoring and resolving incidents, requests, and alerts. You will handle second-line support with mid-level complexity, log issues, and coordinate changes across teams.

You’ll work with automation teams, coach L1 staff, and contribute to trend reports and disaster recovery activities, while ensuring SLA adherence and client satisfaction.

Qualifications

• HHands-on experience managing platforms, including ErP, Middleware, and other business-critical software.
• Moderate experience in managed services with knowledge of using ticketing tools like ServiceNow.
• Ability to handle multiple tasks, execute change management duties, and lead troubleshooting processes effectively.
• Ability to plan activities and adapt quickly to changing circumstances.
• Effective communication skills and the ability to work across different cultures and social groups.
• Active listening skills to understand clients' needs and craft a positive client experience.
• Capacity to maintain a positive outlook, even in a pressurized environment, and put in extra effort when necessary.
• A bachelor's degree in information technology/computing or equivalent work experience.

Responsibilities

• Monitor, investigate, and resolve application-based incidents, service requests, and alerts.
• Provide second-line support for mid-level complexity issues to meet SLAs.
• Update tickets with resolution tasks and log incidents promptly.
• Engage with other teams and clients to extend support when needed.
• Execute changes carefully and document/approve them through the change process.
• Collaborate with automation teams and coach L1/service desk staff.
• Lead initial client escalations for operational issues.
• Identify problems before they impact services and contribute to trending reports.
• Support project work and assist in disaster recovery activities.

Skills

ERP

Middleware

ServiceNow

Change management

Multicultural communication

Active listening

Planning & execution

Bachelor's degree in IT

Education

Bachelor's degree in information technology/computing or equivalent

Tools

ServiceNow

Job description

NTT DATA seeks an Applications Managed Services Engineer (L2) to ensure ERP and Middleware platforms stay in top shape, monitoring and resolving incidents, requests, and alerts. You will handle second-line support with mid-level complexity, log issues, and coordinate changes across teams.

You’ll work with automation teams, coach L1 staff, and contribute to trend reports and disaster recovery activities, while ensuring SLA adherence and client satisfaction.