Technology Specialist

Deskripsi pekerjaan

Application Support & Incident Management

• Receive, investigate, and resolve application support requests through ticketing systems, email, and other support channels.
• Diagnose and troubleshoot application issues including login failures, system errors, performance degradation, payment-related issues, and account access problems.
• Monitor application performance and proactively identify potential incidents.
• Escalate unresolved issues to relevant internal teams or external vendors with complete analysis and documentation.
• Track incidents through resolution while ensuring compliance with agreed service levels (SLA).
• Communicate issue status and resolution updates to stakeholders and end users.

Application Administration & Maintenance

• Manage user access, permissions, and application configurations.
• Support application deployments, upgrades, patches, and release activities.
• Conduct User Acceptance Testing (UAT) for new features and system enhancements.
• Monitor application availability, performance metrics, and operational health.
• Maintain software licenses, subscriptions, and application inventories.

Business Application Operations Support

• Provide operational support for customer-facing and internal business applications. Investigate transaction issues, system configuration errors, and integration-related incidents.
• Support business teams in resolving application-related operational challenges.
• Coordinate with product, operations, and development teams to ensure smooth application performance.
• Assist in application rollouts, system implementations, and technology initiatives.

Documentation & Continuous Improvement

• Document incidents, troubleshooting procedures, and resolutions accurately.
• Maintain and improve knowledge base articles, SOPs, and support documentation.
• Contribute to process improvements that enhance operational efficiency and user experience.
• Participate in knowledge-sharing sessions and continuous learning activities.

Tanggung jawab

Application Support & Incident Management

• Receive, investigate, and resolve application support requests through ticketing systems, email, and other support channels.
• Diagnose and troubleshoot application issues including login failures, system errors, performance degradation, payment-related issues, and account access problems.
• Monitor application performance and proactively identify potential incidents.
• Escalate unresolved issues to relevant internal teams or external vendors with complete analysis and documentation.
• Track incidents through resolution while ensuring compliance with agreed service levels (SLA).
• Communicate issue status and resolution updates to stakeholders and end users.

Application Administration & Maintenance

• Manage user access, permissions, and application configurations.
• Support application deployments, upgrades, patches, and release activities.
• Conduct User Acceptance Testing (UAT) for new features and system enhancements.
• Monitor application availability, performance metrics, and operational health.
• Maintain software licenses, subscriptions, and application inventories.

Business Application Operations Support

• Provide operational support for customer-facing and internal business applications. Investigate transaction issues, system configuration errors, and integration-related incidents.
• Support business teams in resolving application-related operational challenges.
• Coordinate with product, operations, and development teams to ensure smooth application performance.
• Assist in application rollouts, system implementations, and technology initiatives.

Documentation & Continuous Improvement

• Document incidents, troubleshooting procedures, and resolutions accurately.
• Maintain and improve knowledge base articles, SOPs, and support documentation.
• Contribute to process improvements that enhance operational efficiency and user experience.
• Participate in knowledge-sharing sessions and continuous learning activities.

Kualifikasi

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Diploma graduates with relevant experience are welcome to apply.
• Professional certifications such as ITIL Foundation, CompTIA A+, AWS Cloud Practitioner, or equivalent are an advantage.
• 2–5 years of experience in Application Support or IT Operations.
• Experience supporting web applications, mobile applications (Android/iOS), or enterprise systems is preferred. Experience using ticketing platforms such as Jira, Zendesk, Freshdesk, ServiceNow, or similar tools is highly desirable.