L2 CRM & Loyalty Platform Support Engineer

Tata Consultancy Services; Jakarta Pusat; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

Tata Consultancy Services (TCS) in Jakarta, Indonesia, is seeking an experienced CRM/Support professional to investigate and resolve CRM cases, perform data corrections, and monitor integrations. The role requires 5–7 years in CRM or production support and a strong fault-analysis mindset.

You will work with L3 teams and vendors to resolve complex incidents, ensure SLA compliance, and participate in on-call rotations. A 24x7 support mindset and stakeholder communication are essential.

Qualifications

• 5–7 years of experience in Application/CRM support or production support.
• Bachelor’s degree in CS/IT/Engineering or related field.
• Strong analytical, troubleshooting, and stakeholder management skills.
• Ability to work in a 24x7 support environment.

Responsibilities

• Investigate and resolve CRM cases, customer profile issues, campaign failures, and loyalty reward discrepancies.
• Troubleshoot workflow, business process, and integration issues impacting customer service operations.
• Validate customer data, workflow rules, and application configurations to ensure service accuracy.
• Perform approved data corrections and configuration updates in accordance with change management procedures.
• Monitor scheduled jobs, APIs, interfaces, and integration points to ensure platform stability.
• Support application releases, deployments, rollback activities, and post-release validations.
• Coordinate with L3 teams, product vendors, and development teams to resolve complex defects and incidents.
• Analyze logs, system alerts, and database records to identify root causes and restore services.
• Participate in major incident management, service recovery activities, and root cause analysis (RCA).
• Ensure compliance with SLA, security, audit, change management, and documentation standards.
• Participate in on-call support and continuous service improvement initiatives.

Skills

CRM support

SQL querying

API integrations

Data quality

SaaS admin

Incident mgmt

On-call support

Stakeholder mgmt

Education

Bachelor's degree in CS/IT/Engineering

Tools

Grafana

Datadog

Prometheus

Splunk

ELK

Job description

Tata Consultancy Services (TCS) in Jakarta, Indonesia, is seeking an experienced CRM/Support professional to investigate and resolve CRM cases, perform data corrections, and monitor integrations. The role requires 5–7 years in CRM or production support and a strong fault-analysis mindset.

You will work with L3 teams and vendors to resolve complex incidents, ensure SLA compliance, and participate in on-call rotations. A 24x7 support mindset and stakeholder communication are essential.