Support Engineer L3

Job Responsibilities

• Sharing knowledge to handover daily operation tasks
• Providing data for audit for tower scope
• Semi-annually preventive maintenance
• Technology roadmap and update (Development Roadmap)
• Performance management
• Software fixing (Fixing error because of system fault or system defective)
• Resolving problem
• Problem root cause analysis
• Perform software fixing and update relate to application to prevent incident or services crash
• Coordinate with L1 or L2 support relate to upgrade plan
• Implement upgrade activity based on MOP and ensure IT service stability
• Do post implementation review for any error happened
• Perform regular maintenance to prevent service crash or incident relate to application
• Update software or firmware or patch if needed based on principal recommendation
• Manage capacity and system readiness relate to application
• Perform improvements based on preventive maintenance
• Manage unknown recurring incident or issue related to application and perform root cause analysis to identify RCA within SLA
• Communicate with stakeholder through email, phone or media chat (Whatsapp, Telegram) or more information needed
• Perform periodic technology update and performance review regarding system performance relate to application
• Perform deep analysis if any degraded performance happened
• Escalate any problem to Principal team for any findings during performance assessment activity
• Regular technology update and knowledge sharing session relate application
• Implement monitor and alert to improve observability based on service defined characteristics.
• Managing service reliability on daily operation and deliver process with safer deployment flow and high observability monitoring.
• Documenting crucial operation activity and service documentation as knowledge base.
• Proactively log a request, incident, and problem occurred on managed service as ticket and manage in ticketing system.

Minimum Requirements

• Having experience in Application Support/Software Engineer min 2+ years
• Ability to define service/application metrics characteristic
• Understanding of monitoring observability and early warning alerting
• Having documentation and progress tracking habit
• Experience with managing knowledge base and ticketing
• Familiar with automation process
• Willing to work 24/7 on call duties
• Strong SQL and data manipulation experience
• Strong communication skills (written and verbal) with the ability to understand complex problems and explain them clearly
• Experience with relational databases (e.g MySQL, Oracle)
• Experience with Java, Golang, NodeJS, PHP
• Having analyst skill and understand of Systems Development Life Cycle (SDLC)
• Having knowledge with ITIL is a plus
• Strong analytical and planning skills
• Excellent problem-solving
• Good knowledge on software configuration management systems
• Ability to assess the current processes, identify improvement areas and suggest the technology solutions
• Strong knowledge of Linux system administration and operation
• Respond to customer inquiries and support requests via phone, email or chat
• Strong technical background with excellent problem solving and multitasking skills
• High availability and commitment to customers at any time
• Relentless for identifying and fixing root cause of the problems