L2 Support Engineer: Production Incident Maestro

Tata Consultancy Services; Jakarta Pusat; Sur place; IDR 100 440 000 - 167 400 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

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

Formation

Bachelor's degree in CS/IT/Engineering

Outils

Azure/AWS/GCP

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

CI/CD pipelines

Description du poste

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.