System Engineer Lead bertanggung jawab memimpin operasional support dan service delivery agar berjalan rapi, terukur, dan customer-centric. Posisi ini berperan sebagai team anchor untuk support team: memastikan SLA/CSAT, disiplin ticketing, eskalasi cepat, serta memberikan visibility ke management melalui kontrol timesheet/worklog dan resource/capacity. Role ini juga mendukung kesiapan Compliant Certification(ISO or others) melalui proses operasional dan evidence yang konsisten.
Minimum Qualifications
- Key Responsibilities
- Support Operations & SLA (Desk365/Ticketing)
- Lead daily support ops via Desk365/Ticketing: triage, prioritization, assignment, escalation, follow-up, hingga close
- Maintain SLA/CSAT: first response, update cadence, resolution time, backlog/aging control
- Handle P1/P2 incidents: war-room, vendor/principal escalation, internal & customer updates sampai stabil + post-incident actions
- Timesheet & Worklog Discipline (Management Visibility + Compliant Evidence)
- Ensure 100% work is logged (ticket + timesheet/worklog) — no critical work outside system
- Weekly review: kelengkapan timesheet, akurasi project code/kategori, dan sampling mismatch log vs real work
- Provide summary untuk management: hours by customer/project, BAU vs project ratio, overtime/on-call utilization, bottleneck & action
- Resource & Capacity Control (Support vs Project Balance)
- Manage capacity planning: workload distribution, coverage untuk akun prioritas, dan shift/on-call schedule (jika ada)
- Control resource allocation antara BAU support vs implementation tasks (koordinasi dengan PMO)
- Maintain simple weekly dashboard: ticket trend, severity breakdown, backlog aging, top recurring issues, resource load
- Technical Delivery Coverage (Breadth)
- Oversee troubleshooting & escalation untuk portfolio PCMan: M365/Entra ID, security products, network/infrastructure (VPN/firewall/server/backup), serta support dasar Data & AI dan LMS sesuai scope
- Ensure service governance: Change Management (risk/approval/rollback) dan knowledge base/runbook untuk recurring issues
- Team Development (Soft + Hard Skill, aligned to roadmap)
- Build team capability plan: skill matrix, gap mapping, dan learning plan per engineer (quarterly)
- Coaching: customer communication & ownership, structured troubleshooting, documentation/runbook habit
- Support certification/enablement roadmap (Microsoft/Security/Data & AI) dan monitor progress
- Compliant Readiness (Operational Control)
- Maintain audit-ready evidence: incident/change/access request & approval, post-incident actions, SOP adherence
- Support internal review (sampling) dan pastikan corrective actions selesai tepat waktu
Reporting Cadence (Expected Output)
- Weekly: Ops summary (SLA/MTTR/backlog), timesheet compliance, resource load, top issues + action list
- Monthly/Quarterly: Service review untuk akun prioritas (trend, preventive actions, improvement plan)
Requirements
- 5+ tahun pengalaman sebagai system/infra/support engineer (SI/MSP menjadi nilai plus)
- Minimal 1–2 tahun pengalaman sebagai lead/PIC operasional (koordinasi tim & eskalasi)
- Familiar dengan ticketing system & ITIL mindset (Incident/Problem/Change)
- Strong in ownership, structured problem solving, and clear customer/internal communication
- Strong understanding of computer networking, including setting up routers, switches, firewalls, and Wi-Fi networks.
Technical Proficiency
- Cloud (Azure, AWS,GCP, etc), M365/Entra ID, Web Application Server, Database engine, .
- Windows, Linux, or macOS, and managing servers, and VMware, Hyper-V, or similar technologies for managing virtual environments.
- Network and Security: Firewalls, VPNs, security protocols, and cybersecurity concepts (e.g., malware protection, encryption, etc.).
Familiar monitoring/log analysis tools & documentation best practices
