App Support Analyst

2 weeks ago


Jakarta, Indonesia TPG Telecom Pte Ltd Full time

Reporting to the System Development Manager

Overseeing the day-to-day operations of investigating first level dispute cases, including number porting, refunds, general customer complaints, finance escalated cases and clearing of Jira tickets

Ensure that all functions of production support are in place

Perform back end data base checks and queries

Understand System architecture and work closely with developers and CS stakeholders

Working closely with inter-departments in new product launch, promotion and other projects

Perform other ad-hoc duties as assigned

Proactively set up traps and alarms to capture and trigger exceptions and errors

Project specific information to be documented in Confluence

Actively monitor and close JIRA tickets reported by end users

Propose system enhancements and changes based on day to day manual handling painpoints

Maintain and release code using CI/CD pipelines

Perform user functional testing

Serve as a main point of contact for customer service cases to IT

Work closely with system owners to ensure uptime of systems within agreed SLA

Databases, Application servers, OS level troubleshooting

Batch & Linux scripting, Scheduling automated jobs and programs
Good communication and people skills

Training will be provided for this role

Weekend operational support (Rotating shifts)

IT Service desk support experience

Operational Support and maintenance

Good Troubleshooting skills

Familiar with database SQL statement

Familiar with API call

Familiar with Linux/Unix command


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