Full Time IT Operations - Service Delivery Engineer (Production Support-ITSM) Jobs, in Ascendion - Maukerja

Role:

• We are looking for an IT Operations & Service Delivery Engineer to manage and support the ongoing operations, maintenance and improvement of mission-critical IT systems.
• This role combines hands-on production support, incident management and technical service delivery, providing exposure to applications, infrastructure, cybersecurity, system integration and disaster recovery environments.
• You will work closely with customers, technical teams and vendors to ensure systems remain reliable, secure and available while meeting service-level commitments.

Responsibilities:

IT Operations & Service Delivery

• Oversee daily application, infrastructure and database support operations.
• Monitor production system availability, performance and service reliability.
• Coordinate preventive and corrective maintenance activities.
• Manage Lifecycle Support Services (LSS) delivery in accordance with SLAs.
• Identify opportunities to improve operational efficiency and service quality.

Incident, Problem & Change Management

• Perform system monitoring, troubleshooting and service restoration activities.
• Lead incident escalations and coordinate timely resolution of production issues.
• Conduct root cause analysis (RCA) and follow through on corrective actions.
• Review and approve maintenance, deployment and change requests.
• Ensure production changes follow established risk and change-control procedures.

Stakeholder & Vendor Coordination

• Serve as a key contact for customers, technical teams and external vendors.
• Coordinate operational priorities, technical escalations and service deliverables.
• Monitor vendor performance and support contract obligations.
• Conduct service reviews and communicate operational risks and improvements.

Security, Compliance & Business Continuity

• Coordinate security patching, vulnerability remediation and compliance activities.
• Support cybersecurity assessments, audits and VAPT remediation.
• Lead disaster recovery planning, testing and execution activities.
• Maintain operational readiness across production and DR environments.

Service Reporting & Governance

• Monitor SLA/KPI performance and track service improvement initiatives.
• Prepare operational dashboards, service reports and management updates.
• Maintain support documentation, operational procedures and service records.
• Support resource planning, operational budgets and service forecasts.

Required Skills:

• Bachelor's degree in information technology, computer science, engineering, cybersecurity, information systems or a related technology discipline.
• 2 years of relevant experience in project management, IT service management, lifecycle support services or a related technology environment.
• Hands-on experience in system monitoring, maintenance, troubleshooting and service restoration.
• Knowledge of incident, problem and change management processes.
• Understanding of ITSM/ITIL processes, application support and infrastructure operations.
• Knowledge of cloud and on-premise environments, databases, middleware, APIs and system integration concepts.
• Familiarity with government cybersecurity policies, security compliance requirements, vulnerability management and IT governance.
• Understanding of project management methodologies, governance, risk and audit processes.
• Experience coordinating stakeholders, vendors and multiple operational deliverables.
• Proficiency in MS Excel, Word, PowerPoint and Project, with experience using collaboration or project management tools.
• Ability to communicate technical issues clearly, coordinate teams and prioritise time-sensitive operational activities.
• Strong analytical, problem-solving, resource planning, negotiation and conflict-resolution capabilities.