Job description for Application Support (L1/L2) - Banking at PT Sigma Global Teknologi
Responsibilities:
● First-Line Technical Support: Resolve technical issues and provide immediate assistance to stakeholders using helpdesk tools (e.g., Zendesk, internal ticketing systems).
● 24/7 System Monitoring: Actively monitor system health, reliability, and scalability across all shifts. Identify anomalies and escalate critical issues to L2 Support or Engineering teams promptly.
● SLA Compliance: Execute and track production support activities to ensure all incidents are addressed and resolved within defined Service Level Agreements (SLAs).
● Cross-Functional Collaboration: Partner with the Customer Service team to provide technical solutions for complex user issues that fall outside standard operations.
● Incident Diagnosis: Conduct initial troubleshooting by asking targeted questions to customers or internal teams to identify the root cause of an issue quickly.
● Documentation: Maintain a comprehensive knowledge base by documenting all incidents, troubleshooting steps, and technical resolutions.
● Support Excellence: Adhere to established technical support flows and system administration procedures while maintaining strong stakeholder relationships.
