Application Operations Tower Lead - Telco

MUST-HAVE EXPERIENCE

1. Years of Experience : Minimum 6–8 years in application operations/support, with 2+ years in a team lead or tower lead capacity

2. Industry Background : Telco or large-scale enterprise environment strongly preferred — familiarity with revenue-impacting incident dynamics (e.g., customer-facing app downtime affecting billing, complaints, NPS)

3. Team Management Demonstrated experience managing 10+ engineers across multiple sub-functions (not a single specialist team)

4. Client-Embedded Delivery : Prior experience working within a client's operational structure under a staffaugmentation

or managed-services model — comfortable with dual reporting lines (client operational authority + vendor organizational reporting)

5. Incident/Escalation Management : Strong grounding in ITIL-aligned incident, problem, and change management; able

to judge when to escalate to client L3 vs. resolve at tower level

TECHNICAL COMPETENCIES

1. Application operations across middleware, web applications, and integration layers

2. Working familiarity with observability/monitoring tooling — ideally direct experience with Grafana, Datadog, or equivalent (TCOP-equivalent proprietary platforms count as adjacent experience)

3. Understanding of SaaS-based application monitoring (for Campaign & Loyalty-type platforms where support is monitoring-only, not full ops)

Basic-to-intermediate understanding of underlying cloud infrastructure dependencies (won't own infra, but must coordinate credibly with a Cloud Ops counterpart)

4. Exposure to KPI/SLA-governed environments — comfortable working against a formal metrics framework (e.g., a 100+ item KPI matrix) and reporting attainment

SOFT SKILLS / BEHAVIORAL FIT

1. Escalation Judgment : Able to triage severity accurately without over- or under-escalating to client leadership

2. Political Navigation : Comfortable operating without direct hierarchical authority over embedded staff in a blended team; needs influence-based leadership, not command-and-control

3. Client Stakeholder Management : Able to interface directly with a senior client sponsor (e.g., a VP/Group Head-level role) with minimal buffering from account leadership

4. Composure Under Pressure : Telco customer-facing app incidents carry simultaneous technical, commercial, and reputational stakes; candidate should have handled high-visibility incidents before

5. Documentation Discipline : Able to produce clean, defensible incident/KPI reporting, including distinguishing

internally- vs. externally-caused performance misses

NICE-TO-HAVE

1. Prior experience in a telco merger/consolidation environment (systems rationalization, dual-stack support)

2. Familiarity with cloud migration-adjacent operations (supporting applications mid-migration to a hyperscaler platform)

3. Bahasa Indonesia fluency (English professional proficiency is mandatory; Bahasa is an asset for team-level communication, not client reporting)

TECHNOLOGY STACK

1. Grafana, Datadog, or equivalent APM/monitoring platforms; proprietary telco operations dashboards

2. ServiceNow or equivalent ITSM platform for incident, problem, and change management

3. Enterprise service bus / API gateway technologies (e.g., MuleSoft, Apigee, Kong, or equivalent); message queue systems (Kafka, RabbitMQ)

4. Familiarity with common web application architectures — Java/Spring, .NET, or Node.js backends; REST/SOAP API integration patterns

5. Basic familiarity with relational (Oracle, MySQL, PostgreSQL) and NoSQL (MongoDB, Redis) systems for incident triage purposes

6. Exposure to scripting/automation tools (Ansible, Python, Shell) for operational efficiency and runbook execution

7. (Jenkins, GitLab)