Senior Helpdesk / Technical Operations Engineer

Adecco is partnering with a one of Indonesia's largest transportation companies, best known for its taxi services company in South Jakarta area to hire a driven Senior Technical Operations/ Helpdesk Engineer. This role is ideal for someone who is passionate about that ensures the company's systems, applications, devices, and operational technology run smoothly.

What You’ll Do

• Exercise strong technical judgment and intuition to determine when to escalate issues early (in cases of potential large-scale system impact) versus conducting independent initial investigations.

• Communicate clearly, effectively, and transparently with stakeholders throughout all stages of an incident (initial detection, ongoing updates, and final resolution).

• Analyze logs, monitoring dashboards, and system alerts to identify root causes prior to involving engineering teams where possible.

• Define and prioritize key TechOps metrics, and build operational dashboards that enable efficient emergency troubleshooting without relying solely on DevOps support.

• Resolve user-specific issues independently and proactively, reducing the workload on engineering teams.

• Identify recurring problem areas or processes that require manual intervention, and collaborate with Product/Engineering teams to drive permanent fixes or automation improvements.

• Track and document all incidents, ensure accurate monthly system availability reporting, follow up on post-mortem completion, and ensure all RCA action items are delivered on time by the respective teams.

What We’re Looking For

• Minimum of 10 years of experience in IT Support, Helpdesk, and/or TechOps.

• Strong troubleshooting capabilities, with the ability to clearly distinguish between user-specific issues and system-related issues (backend, frontend, or infrastructure).

• Proven experience in Incident Management and effective communication with cross-functional stakeholders, ranging from operational staff to senior management.

• Solid understanding of basic monitoring concepts and the ability to analyze logs for initial investigation.

• Ability to identify and visualize key operational data (e.g., error rates, latency, system logs) to support rapid decision-making during emergency troubleshooting scenarios.

• Demonstrates assertiveness in following up with technical teams and ensuring the accuracy and timeliness of information.

• Willing to work from office (WFO) at Mampang Blue Bird Head Office.