L2 Cloud Customer Operation

Lintasarta; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Lintasarta is seeking an IT Infra/Cloud Ops professional to handle escalated incidents for Cloudeka private cloud services. You will investigate cloud components, perform RCA, and coordinate with L1/L3 teams and vendors to restore services and meet SLAs.

The role emphasizes strong troubleshooting, documentation, and proactive improvements. The ideal candidate has 2–3 years in IT infrastructure or cloud operations, with understanding of private cloud concepts and ITIL processes.

Qualifications

• Diploma or Bachelor in Informatics/Information Systems/Computer Engineering or related field.
• 2–3 years in IT Infrastructure, Cloud Operations, System Administration, or IT Service Management.
• Understanding of private cloud concepts, virtualization, VMs, networking, storage, Linux/Windows OS.
• Familiarity with Incident, Problem, Service Request, and Change Management processes.
• Strong troubleshooting and systematic technical analysis skills.
• Understanding of SLAs, incident prioritization, escalation procedures, and RCA.
• Experience with monitoring, log analysis tools, and ticketing systems.
• Good communication, cross-functional coordination, documentation and problem-solving.

Responsibilities

• Handle escalated incidents and service requests for Cloudeka private cloud services.
• Perform advanced investigation and troubleshooting of cloud infrastructure components (VMs, networks, storage, OS, supporting services).
• Conduct RCA and recommend corrective and preventive actions.
• Restore services and ensure incidents meet SLAs, priorities and procedures.
• Handle service requests and configuration changes per change management.
• Collaborate with L1, L3/Engineering, infra teams and vendors to resolve issues.
• Monitor performance, analyze logs, and identify issues impacting availability and stability.
• Document investigation findings, resolution steps and RCA in ticketing system.
• Provide technical guidance and knowledge sharing to EOS L1 team.
• Identify recurring issues and suggest improvements for stability and service quality.

Skills

Troubleshooting

Documentation

Communication

Incident management

Education

Diploma or Bachelor in IT/related fields

Tools

Monitoring tools

Log analysis tools

Ticketing systems

Linux/Windows OS

Job description

• Handle escalated incidents and service requests from the EOS L1 team related to Lintasarta’s Cloudeka private cloud services.
• Perform advanced investigation and troubleshooting of cloud infrastructure components, including virtual machines (VMs), networks, storage, operating systems, and supporting services.
• Conduct Root Cause Analysis (RCA) and recommend corrective and preventive actions to resolve technical issues.
• Restore services and ensure incidents are resolved in accordance with Service Level Agreements (SLAs), incident priorities, and operational procedures.
• Handle service requests and configuration changes in accordance with established change management procedures.
• Collaborate with L1, L3/Engineering, infrastructure teams, and external vendors to resolve technical issues affecting Lintasarta’s Cloudeka services.
• Monitor service performance, analyze logs, and identify potential issues that may affect service availability and stability.
• Document investigation findings, resolution steps, and RCA results in the ticketing system.
• Provide technical guidance and knowledge sharing to the EOS L1 team to improve troubleshooting capabilities.
• Identify recurring issues and recommend improvements to enhance the stability, availability, and service quality of Lintasarta’s Cloudeka private cloud services.

Job Requirements / Qualifications:

• Minimum Diploma (D3) or Bachelor's degree (S1) in Informatics Engineering, Information Systems, Computer Engineering, or a related field.
• 2–3 years of experience in IT Infrastructure, Cloud Operations, System Administration, or IT Service Management.
• Understanding of private cloud concepts, virtualization, virtual machines, backup, networking, storage, and Linux/Windows operating systems.
• Familiarity with Incident Management, Problem Management, Service Request Management, and Change Management processes.
• Strong troubleshooting and systematic technical analysis skills.
• Understanding of SLAs, incident prioritization, escalation procedures, and Root Cause Analysis (RCA).
• Experience using monitoring tools, log analysis tools, and ticketing systems.
• Good communication, cross-functional coordination, documentation, and problem-solving skills.
• Willingness to work in shifts or on-call arrangements based on operational requirements.