L2 Support Engineer – Customer or Channel Digital Application

Tata Consultancy Services; Jakarta Pusat; On-site; IDR 100,440,000 - 167,400,000; Full time

Job summary

Tata Consultancy Services (TCS) is seeking an experienced Application Support Engineer to help maintain and improve production web and mobile services in Jakarta. You will investigate incidents, troubleshoot APIs, and collaborate across product, engineering, and operations teams.

The role requires 5-7 years of related experience, a bachelor’s degree in CS/IT/Engineering, and strong analytical skills. A proactive, 24x7 support mindset is essential to ensure uptime and service quality.

Qualifications

• 5-7 years of experience in Application Support, Digital Platform Support, Production Support, Web Application Support, or Mobile Application Support.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
• Strong communication and stakeholder management skills.
• Ability to work in a 24x7 support environment and manage critical incidents effectively.
• Experience with cloud platforms and monitoring tools is a plus.

Responsibilities

• Investigate and resolve login, authentication, customer journey, order, and transaction-related incidents.
• Troubleshoot issues across web applications, mobile applications, APIs, and backend services.
• Trace requests and transactions across front-end, middleware, and database layers to identify root causes.
• Analyze application logs, API responses, monitoring alerts, and database records.
• Monitor application health, interfaces, background jobs, and transaction processing activities.
• Support controlled cache refresh, service recovery, and application restoration activities.
• Coordinate with product, engineering, infrastructure, and dependent-system teams to resolve defects and incidents.
• Support application releases, deployments, rollback activities, and post-release validation.
• Ensure compliance with SLA, change management, security, audit, and documentation requirements.
• Participate in on-call support, root-cause analysis (RCA), and continuous service improvement initiatives.

Skills

Web & Mobile Apps production support

REST APIs troubleshooting

SQL querying & database analysis

Session/Transaction tracing & log分析

Cloud monitoring & observability

Incident/Problem/Change/Release Mgmt

Analytical & troubleshooting skills

Education

Bachelor's degree in CS/IT/Engineering

Tools

Azure/AWS/GCP

Monitoring tools: Grafana/Datadog/Prometheus/Splunk/ELK/AppDynamics

CI/CD pipelines

Job description

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.

Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.

Key Responsibilities

• Investigate and resolve login, authentication, customer journey, order, and transaction-related incidents.


• Troubleshoot issues across web applications, mobile applications, APIs, and backend services.


• Trace requests and transactions across front-end, middleware, and database layers to identify root causes.


• Analyze application logs, API responses, monitoring alerts, and database records.


• Monitor application health, interfaces, background jobs, and transaction processing activities.


• Support controlled cache refresh, service recovery, and application restoration activities.


• Coordinate with product, engineering, infrastructure, and dependent-system teams to resolve defects and incidents.


• Support application releases, deployments, rollback activities, and post-release validation.


• Ensure compliance with SLA, change management, security, audit, and documentation requirements.


• Participate in on-call support, root-cause analysis (RCA), and continuous service improvement initiatives.

Required Skills

• Experience supporting Web and Mobile Applications in production environments.


• Strong understanding of REST APIs and API troubleshooting.


• Hands-on experience with SQL querying and database analysis.


• Experience in session tracing, transaction tracing, and log analysis.


• Exposure to cloud monitoring, observability, and production support operations.


• Understanding of Incident, Problem, Change, and Release Management processes.


• Strong analytical and troubleshooting skills.

Preferred Skills

• Experience with cloud platforms such as Azure, AWS, or GCP.


• Familiarity with monitoring tools such as Grafana, Datadog, Prometheus, Splunk, ELK, or AppDynamics.


• Exposure to microservices and distributed application architectures.


• Understanding of CI/CD pipelines and release management.


• Experience supporting customer-facing digital channels within telecom, banking, e-commerce, or retail environments.

Qualifications

• 5-7 years of experience in Application Support, Digital Platform Support, Production Support, Web Application Support, or Mobile Application Support.


• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.


• Strong communication and stakeholder management skills.


• Ability to work in a 24x7 support environment and manage critical incidents effectively.

Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment.

TCS is an equal employment opportunity provider and does not differentiate applicants on any basis.

If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity

We will review your application and will get back to you if we are considering your interest in this opportunity!