Job description for IT Operation at PT Intikom Berlian Mustika
Job Responsibilities
- Monitor IT systems, including servers, networks, databases, and applications, to ensure high availability and optimal system performance.
- Perform 24/7 operational monitoring and proactively identify potential issues affecting production environments.
- Detect, classify, and escalate incidents based on the defined severity matrix and Service Level Agreement (SLA).
- Log, track, update, and close incidents using the Bank's IT Service Management (ITSM) ticketing system.
- Ensure proper shift handover by documenting ongoing incidents, operational status, and pending activities to maintain service continuity.
- Prepare daily operational reports and contribute to monthly SLA and KPI reporting.
- Coordinate with Application Support (Lot 2) and other technical teams for application-related incidents and issue resolution.
- Follow operational procedures, incident management processes, and IT governance standards to ensure service reliability and compliance.
Requirements
- Bachelor's degree (S1) in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum 3 years of experience in IT Operations, NOC, Command Center, IT Monitoring, Production Support, or a similar operational role in Banking industry
- Familiarity with IT monitoring tools and operational monitoring procedures.
- Good understanding of incident detection, classification, escalation, and SLA management.
- Basic knowledge of server, network, database, and application environments.
- Experience using IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Jira Service Management, BMC Remedy, ManageEngine, or similar).
- Strong analytical, communication, and documentation skills.
- Ability to work in a 24/7 shift environment, including shift handover and incident continuity processes.
- Experience in the banking or financial services industry is an advantage.
Industry: Banking
Recruitment Process: Screening Interview -> BI Checking -> User Interview -> Medical Check Up -> Offering -> Contract Signing
