Job Description

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.