Job description for L1 Operations Engineer at PT CLoud Ace Integra
Role Summary
The L1 Operations Engineer provides first-line operational support for a banking client's production lending application on a 24/7 shift basis. The role executes and monitors batch jobs, monitors systems and transactions, handles first-level incidents, and escalates to L2 within SLA.
Key Responsibilities
- Job monitoring & execution: Execute and oversee End-of-Day (EOD), End-of-Month (EOM), and Data Warehouse (DWH) batch jobs; ensure jobs run on schedule and complete successfully; identify and report job failures.
- System & transaction oversight: Monitor systems and transactions proactively and continuously; ensure performance remains within normal thresholds; raise early alerts when anomalies are detected.
- Incident & problem management: Handle incidents using predefined solutions and the knowledge base; perform initial diagnosis; escalate to L2 in a timely manner when incidents cannot be resolved.
- Ticket management: Record, manage, and track all incident and problem tickets through to closure, with complete and accurate documentation.
- Reporting: Prepare and distribute daily EOD reports and contribute to monthly operational reports.
- Database operations: Monitor database health, availability, storage, and capacity; execute scheduled backups and routine maintenance per procedure; support restore tests twice a year.
- Operational tools: Operate the ITSM platform and business monitoring tools.
- Disaster recovery: Participate in DR switch tests under L2 and Infrastructure supervision; validate system functionality and data synchronization post-switch; document results.
- Compliance: Support audit activities and security incident investigations.
Required Qualifications
- 1 to 3 years of experience in IT operations, NOC, production support, or application support.
- Minimum 1 year of experience in banking, financial services, or fintech production environments.
- Linux command-line skills for log checking, service status checks, and basic troubleshooting.
- Basic SQL on MySQL and/or PostgreSQL (running queries, checking job and transaction status).
- Experience executing and monitoring scheduled batch jobs (EOD/EOM or similar).
- Experience with monitoring tools such as Grafana, Prometheus, CloudWatch, Zabbix, or ELK.
- Experience with ITSM or ticketing tools such as ServiceNow, Jira Service Management, or Freshservice.
- Understanding of incident management fundamentals (incident, problem, escalation).
- Good English, written and spoken.
- Willing to work a 24/7 rotating shift schedule fully onsite.
Preferred Qualifications
- Basic Kubernetes operations (kubectl get, describe, logs) and AWS console familiarity.
- Experience monitoring DWH or ETL jobs.
- Experience executing database backup and restore procedures.
- ITIL 4 Foundation certification.
