System Engineer

career-mate.site - Jobboard; Jakarta Pusat; On-site; IDR 271,247,739 - 452,079,566; Full time

Job summary

career-mate.site - Jobboard is seeking a dedicated Level2 Support Analyst in Jakarta Pusat, Indonesia. This role involves troubleshooting enterprise applications, managing incidents, and improving processes. The ideal candidate is someone who can effectively lead a team and mentor junior analysts while ensuring high-quality service delivery.

As part of our team, you will conduct root cause analysis for recurring issues and assist in the seamless deployment of releases, ensuring minimal impact on end-users.

Responsibilities

• Provide Level2 support for various enterprise applications.
• Investigate and diagnose complex technical issues.
• Manage the incident lifecycle for reported issues.
• Escalate unresolved incidents to Level3 support or development.
• Conduct root cause analysis for recurring incidents.
• Assist in planning and deployment of application releases.
• Validate release packages for functionality and performance.
• Identify opportunities for process improvements.
• Provide guidance and mentorship to junior support analysts.
• Lead by example in demonstrating best practices.

Job description

Responsibilities

• Provide Level2 support for various enterprise applications, troubleshooting and resolving incidents reported by end-users or detected through monitoring tools.
• Investigate and diagnose complex technical issues related to application functionality, performance, and integration with other systems.
• Manage the incident lifecycle, including incident identification, logging, categorization, prioritization, investigation, resolution, and closure.
• Escalate unresolved incidents to Level3 support or development teams, following defined escalation procedures and service level agreements (SLAs).
• Conduct root cause analysis (RCA) for recurring or major incidents, identifying underlying issues and implementing permanent solutions to prevent future occurrences.
• Assist in the planning, testing, and deployment of application releases, patches, and updates, ensuring smooth and successful rollout with minimal impact on end-users.
• Validate release packages to verify functionality, compatibility, and performance in various environments (development, testing, production).
• Identify opportunities for process improvements and efficiencies within the application support function, proposing and implementing changes to enhance service quality and effectiveness.
• Provide guidance and mentorship to junior support analysts, assisting them in resolving complex issues, developing technical skills, and improving customer service.
• Lead by example in demonstrating best practices, professionalism, and a customer-centric approach to support delivery.