IT Operation

Job Description :

• Detection and logging incident/service request.
• Classification and Initial support.
• Investigation and diagnosis.
• Resolution and Recovery.
• Incident escalation to other incident support level.
• Verify/Check completeness of Incident record.
• Carry out user satisfaction.
• Determine for preventive action.
• Tracking and communication.
• Incident closure.
• Monitor application dashboard performance and batch job scheduler.
• Investigation and diagnosis.
• Resolution and recovery for batch job scheduler failed.
• Escalation to SRE for alert/alarm from monitoring tools.
• Daily summary ticket and batch job scheduler status report.

Qualification :

• 2+ years work experience for IT Operations / IT Service Desk / Application Support.
• Ability to work in a 24x7 operations environment (shifts or on-call rotations).
• Monitor IT systems, servers, applications and batch to ensure uptime and performance.
• Respond to incidents and alerts in accordance with SLA.
• Investigate and resolve initial incidents according to the playbook and SLA.
• Excellent customer service and communication skills (verbal and written).
• Strong problem-solving and analytical mindset.
• Ability to prioritize and multitask in high-volume environments.
• Empathy and patience when dealing with non-technical users.
• Documentation and knowledge sharing habits.
• Strong team collaboration and accountability.
• Attention to detail and proactive issue resolution.
• Understanding of ITIL / Service Management principles (Incident, Service Request, Escalation).
• Knowledge of Cloud technology.

Benefits :

• Hybrid Working Arrangement
• World-Class Development Program
• Performance Bonus
• Vacation Leave 15 Days + Maternity Leave
• MacBook Provided
• Housing Loan
• Life Insurance/ Health Insurance/ Dental Care
• Jetts Fitness (Corporate rate and privilege)