Senior Associate Business Analyst

NTT DATA, Inc.; Jakarta Timur; Hybrid; IDR 525,670,229 - 788,505,344; Full time

Job summary

NTT DATA, Inc. is seeking an Applications Managed Services Engineer (L2) in Jakarta Timur, Indonesia. In this role, you'll ensure the smooth operation of clients' packaged application technologies like ErP and Middleware. Key responsibilities include monitoring application incidents, leading troubleshooting processes, and executing change management. Candidates should have strong experience managing platforms, effective communication skills, and a degree in IT. The position supports a hybrid working model.

Qualifications

• Hands-on experience managing platforms, including ErP and Middleware.
• Moderate experience in managed services using ticketing tools like ServiceNow.
• Effective communication and active listening skills.

Responsibilities

• Ensure clients' application technologies are always in top shape.
• Proactively monitor and resolve application incidents and service requests.
• Execute change management and document all changes.

Skills

Managing platforms (ErP, Middleware)

Ticketing tools usage (ServiceNow)

Effective communication

Active listening

Change management

Education

Bachelor’s degree in information technology/computing

Job description

Applications Managed Services Engineer (L2)

As an Applications Managed Services Engineer (L2) at NTT DATA, your primary mission is to ensure that our clients' packaged application technologies, such as ErP and Middleware, are always in top shape. You will play a crucial role in proactively monitoring, investigating, and resolving application-based incidents, service requests, and alerts to keep operations running smoothly. You will handle second-line support with a medium level of complexity, focusing on resolving client requests and issues without breaching any service level agreements (SLAs). From updating tickets with resolution tasks to promptly logging incidents, your role is all about keeping the application infrastructure and services optimized. Teamwork is at the heart of what we do, so you will communicate with other teams and clients to extend your support where it is needed. You will also play an essential part in our change management process by executing changes carefully and ensuring that all changes are properly documented and approved. Your day will be varied, from working with automation teams to optimize efforts and coaching Service desk and L1 teams to leading initial client escalations for operational issues. Additionally, you will identify problems before they impact client services and contribute to producing trend analysis reports for continuous improvement. You will also have opportunities to support project work, execute approved maintenance activities, and assist in implementing and delivering disaster recovery functions. Every day will be a chance to learn and grow, and your contribution will make a real impact.

Qualifications

• Hands-on experience managing platforms, including ErP, Middleware, and other business-critical software.
• Moderate experience in managed services with knowledge of using ticketing tools like ServiceNow.
• Ability to handle multiple tasks, execute change management duties, and lead troubleshooting processes effectively.
• Ability to plan activities and adapt quickly to changing circumstances.
• Effective communication skills and the ability to work across different cultures and social groups.
• Active listening skills to understand clients' needs and craft a positive client experience.
• Capacity to maintain a positive outlook, even in a pressurized environment, and put in extra effort when necessary.
• A bachelor’s degree in information technology/computing or equivalent work experience.

Workplace type

Hybrid Working.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.