Quality & CSAT Analyst | AMK Technology | Indonesia

Tech Junction Ltd; Indonesia; On-site; IDR 167,400,000 - 256,680,000; Full time

Job summary

AMK Technology seeks an experienced Quality & CSAT Analyst to oversee IT operations in Indonesia on a contract basis. You will manage shift rosters, incident triage, root-cause analysis, and drive automation and process improvements while coordinating with regional teams and vendors.

You will mentor junior staff, track KPIs, and maintain ITIL-aligned documentation to ensure high service levels and availability across enterprise infrastructure environments.

Qualifications

• 3–5 years in IT ops, network ops, service desk, or MSP support.
• Hands-on ITIL-based service management experience.
• Based in Indonesia and eligible for contract work.
• Bachelor’s degree in IT, CS, Engineering or related field.

Responsibilities

• Lead and coordinate daily operations for the Quality & CSAT Analyst function.
• Ensure strict adherence to SLAs, targets and KPIs.
• Manage incident escalation pathways and troubleshoot bottlenecks.
• Coordinate with regional field teams, IT management and vendors to maintain uptime.
• Drive process improvements, automation initiatives, and service quality.
• Oversee quality assurance, performance reporting, and security/compliance.
• Mentor engineering and support staff with guidance and coaching.
• Maintain thorough operational logs, ticket documentation and asset records.

Skills

IT operations knowledge

ITIL familiarity

Analytical thinking

Customer-service orientation

Team coordination

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITSM/Ticketing systems

Enterprise monitoring platforms

Job description

Position Summary:

AMK Technology is seeking an experienced and dedicated Quality & CSAT Analyst to join their Managed IT Operations Support initiative in Indonesia on a contract basis. In this pivotal role, you will be responsible for overseeing mission-critical IT operations, leading technical teams, ensuring rigorous SLA compliance, and driving service excellence across enterprise infrastructure environments. You will collaborate closely with cross-functional support teams, coordinate incident resolutions, and maintain high availability and performance standards. This opportunity requires a qualified technology professional based in Indonesia with strong domain expertise and immediate or short-notice availability.

Detailed Job Description:

As the Quality & CSAT Analyst, you will take full ownership of operational workflows, performance monitoring, and technical service delivery within our structured IT operations framework. Your day-to-day responsibilities include managing shift rosters, directing incident triage, conducting root-cause analysis, and implementing proactive automation and process improvements. You will interface directly with enterprise stakeholders, equipment vendors, and regional service teams to resolve escalated bottlenecks and ensure seamless technical operations. Furthermore, you will mentor junior support staff, track key performance indicators (KPIs), and maintain comprehensive operational documentation in alignment with ITIL best practices.

Key Responsibilities:

• Lead and coordinate daily operations, monitoring workflows, and task execution for the Quality & CSAT Analyst function.


• Ensure strict adherence to service level agreements (SLAs), operational targets, and key performance indicators (KPIs).


• Manage incident escalation pathways, troubleshoot complex technical bottlenecks, and execute rapid service restoration.


• Coordinate seamlessly with regional field teams, IT management, and external vendors to maintain infrastructure uptime.


• Drive process optimizations, automation initiatives, and continuous service improvements across IT operations.


• Oversee quality assurance, performance reporting, and adherence to enterprise security and compliance policies.


• Mentor engineering and support personnel, providing structured guidance and technical coaching.


• Maintain meticulous operational logs, ticket documentation, and asset tracking records.

Required Qualifications & Skills:

• Minimum of 3 to 5 years of professional experience in IT operations, network operations, service desk management, or specialized technical support.


• In-depth technical knowledge and practical expertise relevant to the Quality & CSAT Analyst domain.


• Strong familiarity with ITIL service management frameworks, ticketing systems, and enterprise monitoring platforms.


• Excellent problem-solving, analytical, and interpersonal communication skills with a strong customer-service orientation.


• Mandatory requirement: Must be based in Indonesia and eligible to work on a contract basis.


• Available to join immediately or at short notice.


• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline.


• Proven ability to thrive in a fast-paced, high-availability managed service provider (MSP) environment.

Nice-to-Have Skills:

• Relevant professional certifications such as ITIL Foundation, Cisco CCNA, Microsoft Certified Professional, or domain-specific credentials.


• Prior experience operating within multinational IT consultancy or large-scale enterprise outsourcing organizations.


• Bilingual communication proficiency in English and Indonesian (Bahasa Indonesia).


• Experience with advanced monitoring tools, AIOps frameworks, and log analysis utilities.


• Demonstrated leadership experience in managing cross-functional technical teams and shift rosters.

Recruitment Pro Tip:

When applying for this Quality & CSAT Analyst position with AMK Technology, ensure your resume explicitly highlights your hands-on technical experience in IT operations and service delivery. Clearly state your location in Indonesia and match your email subject line exactly to the position name.

Salary/Rate: Market Competitive / Contract Standard

Deadline: Open until filled

Notice Period: Immediate / Short Notice

Contract Duration: Contract