IT Operations

• Monitor IT infrastructure, systems, applications, and network services to ensure availability and performance
• Perform first-level troubleshooting and resolution of IT incidents and service requests
• Respond to alerts, system notifications, and operational issues in a timely manner
• Escalate unresolved or complex technical issues to L2/L3 teams or relevant vendors
• Perform routine system health checks and operational monitoring
• Assist with user account management, access requests, password resets, and basic permission issues
• Monitor and manage IT tickets through the IT Service Management (ITSM) system
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and operational procedures
• Execute standard operational procedures, scheduled tasks, and routine maintenance activities
• Support backup monitoring and verify the completion and status of scheduled backups
• Assist with system deployment, configuration, patching, and basic maintenance activities under established procedures
• Follow IT security policies, access control procedures, and company IT standards
• Participate in incident management and provide timely updates on ongoing issues
• Prepare basic operational reports, incident summaries, and system monitoring reports
• Participate in shift operations, on-call support, or after-hours monitoring when required
• Continuously improve operational processes, documentation, and troubleshooting procedures

Kualifikasi

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
• 1–3 years of experience in IT Support, IT Operations, Helpdesk, Application Support, or Technical Support
• Experience in Level 1 (L1) IT/Application Support, particularly in handling user complaints and technical issues
• Experience supporting banking applications or financial technology (FinTech) systems is preferred
• Willing to work in a shift-based or operational support environment
• Strong ability to perform initial troubleshooting, issue identification, and basic problem resolution
• Experienced in handling and monitoring user complaints, incidents, service requests, and support tickets
• Ability to perform incident categorization, prioritization, escalation, and follow-up to ensure timely resolution
• Basic understanding of API concepts, application integration, and system connectivity is preferred
• Able to coordinate effectively with L2/L3 support, application teams, infrastructure teams, and relevant business/users for issue resolution
• Familiarity with IT Service Management (ITSM) processes, including Incident Management and Service Request Management
• Experience using ticketing/helpdesk tools and maintaining proper incident documentation
• Good analytical and problem-solving skills, with attention to detail when investigating application issues
• Strong communication skills, both written and verbal, with a customer/user-oriented approach
• Able to work under pressure and handle multiple incidents or user complaints simultaneously
• Good documentation skills and ability to prepare incident reports, issue logs, and operational updates