Job description for L2 Application Support (Banking Industry - English Speaker) at PT Sigma Global Teknologi
Placement: Banking Industry
Type of Employment: Contract under Sigmatech
Working arrangement: WFO - Shifting
Requirement:
- Familiar in SQL (PostgreSQL/Oracle/MySQL) for complex data investigation and transaction auditing.
- Frontend Debugging Experience with mobile app debugging (iOS/Android), HTTP response codes, and tools like Charles Proxy or Postman.
- System Observability Proficiency in using observability and monitoring tools (e.g., Splunk, Datadog, New Relic) to trace transaction flows and identify bottlenecks.
- Tools: Jira, Grafana, Slack, Splunk, OneDash/internal tools (Audit Trail), OpenSearch, Superset DB Replica, AWS Console
- Exceptional analytical skills with a "Zero Tolerance for Error" mindset regarding financial data.
- Ability to remain calm and effective under pressure during system outages or high-traffic periods.
- Fluent in English
Scope of work:
- Perform an initial assessment of incoming banking issues to accurately classify severity, impact, and technical domain.
- Investigate and isolate root causes across distributed systems without requiring direct code access, utilizing logs, APIs, and monitoring tools.
- Own the escalation quality by providing L3/Engineering teams with comprehensive diagnostic data, reducing back-and-forth communication.
- Act as the primary technical point of contact for vendor collaboration and drive third-party resolution for integrated services.
- Act as the second layer responder for internal banking tools (e.g., loan origination systems, collection systems, CRM, risk management tools, and back office portals) used by various business units.
- Utilize monitoring tools like Splunk or Grafana to trace the complete journey of a customer request from the initial app click to the final database entry and third-party response.
- Root Cause Analysis (RCA): Document and identify the root cause of recurring incidents, collaborating with backend and DevOps teams to implement permanent code or infrastructure fixes.
