Senior Technical Operations/ Helpdesk

Blue Bird; Asia; Presencial; PEN 57.000 - 80.000; Jornada completa

Descripción de la vacante

Blue Bird is seeking a Senior Technical Operations/Helpdesk to lead incident management, escalate appropriately, and oversee end-to-end resolution with transparency for stakeholders.

You will analyze logs, monitor systems, build dashboards, track monthly availability, and drive automation improvements with Product/Engineering teams. This role requires 10+ years in IT support/TechOps and a hands-on, office-based work style at our Mampang Head Office.

Formación

• 10+ years in IT Support, Helpdesk, or TechOps.
• Strong troubleshooting and issue isolation skills.
• Proven incident management experience with cross-functional stakeholders.
• Basic monitoring knowledge and log analysis ability.
• Ability to visualize key operational data for emergency troubleshooting.
• Assertive follow-up with technical teams to ensure timely updates.

Responsabilidades

• Exercise strong technical judgment to escalate or investigate as needed.
• Communicate clearly with stakeholders during incidents from detection to resolution.
• Analyze logs, dashboards, and alerts to identify root causes before involve- ment.
• Define and prioritize TechOps metrics and build operational dashboards.
• Resolve user-specific issues independently to reduce engineering workload.
• Identify recurring issues and collaborate on permanent fixes or automation.
• Track incidents, report monthly availability, and follow up on RCA actions.

Conocimientos

Troubleshooting

Incident Management

Communication

Monitoring basics

Log analysis

Stakeholder management

Office-based work

Descripción del empleo

About the job Senior Technical Operations/ Helpdesk

Responsibilities

• Exercise strong technical judgment and intuition to determine when to escalate issues early (in cases of potential large-scale system impact) versus conducting independent initial investigations.
• Communicate clearly, effectively, and transparently with stakeholders throughout all stages of an incident (initial detection, ongoing updates, and final resolution).
• Analyze logs, monitoring dashboards, and system alerts to identify root causes prior to involving engineering teams where possible.
• Define and prioritize key TechOps metrics, and build operational dashboards that enable efficient emergency troubleshooting without relying solely on DevOps support.
• Resolve user-specific issues independently and proactively, reducing the workload on engineering teams.
• Identify recurring problem areas or processes that require manual intervention, and collaborate with Product/Engineering teams to drive permanent fixes or automation improvements.
• Track and document all incidents, ensure accurate monthly system availability reporting, follow up on post-mortem completion, and ensure all RCA action items are delivered on time by the respective teams.

Requirements

• Minimum of 10 years of experience in IT Support, Helpdesk, and/or TechOps.
• Strong troubleshooting capabilities, with the ability to clearly distinguish between user-specific issues and system-related issues (backend, frontend, or infrastructure).
• Proven experience in Incident Management and effective communication with cross-functional stakeholders, ranging from operational staff to senior management.
• Solid understanding of basic monitoring concepts and the ability to analyze logs for initial investigation.
• Ability to identify and visualize key operational data (e.g., error rates, latency, system logs) to support rapid decision-making during emergency troubleshooting scenarios.
• Demonstrates assertiveness in following up with technical teams and ensuring the accuracy and timeliness of information.
• Willing to work from office (WFO) at Mampang Blue Bird Head Office.