Senior Virtual Agent Operations Analyst

Amk Technology

Indonesia

On-site

IDR 200,880,000 - 290,160,000

Part time

2 days ago

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Job summary

AMK Technology is seeking an experienced Virtual Agent Analyst to join our Managed IT Operations Support team in Indonesia on a contract basis. The candidate will own operational workflows, monitor performance, and ensure high service availability across enterprise IT environments.

The role requires hands‑on troubleshooting, incident management, root‑cause analysis, and collaboration with regional teams and vendors. Strong ITIL knowledge and immediate availability are expected.

Qualifications

3–5 years in IT operations, technical support, or engineering related roles.
Strong familiarity with ITIL service management and enterprise workflows.
Excellent problem solving, analytics, and customer service orientation.
Must be based in Indonesia and eligible to work on contract.
Available to join immediately or on short notice.
Bachelor’s degree in a technical discipline.
Experience in fast-paced, high-availability MSP environments.

Responsibilities

Own operational workflows, performance monitoring, and service delivery within IT managed services.
Troubleshoot hands-on technical issues and manage support tickets to resolution.
Conduct root-cause analysis and implement proactive improvements.
Interface with stakeholders, vendors, and regional service teams to resolve bottlenecks.
Track KPIs, maintain documentation, and enforce ITIL compliant processes.
Ensure security, compliance, and quality assurance across operations.