job description
Join SnapMart as a Senior IT Operations Analyst (Application Support) and play a pivotal role in maintaining the backbone of our digital ecosystem. Based in the vibrant hubs of Canggu, Ubud, or Denpasar, youâll lead efforts to ensure seamless system performance, rapid issue resolution, and an exceptional user experience for our global customer base.
In this dynamic role, youâll collaborate with cross-functional teams to monitor, troubleshoot, and optimize our mission-critical applications. Your expertise will drive operational excellence, minimize downtime, and enhance system reliabilityâempowering SnapMart to deliver cutting-edge solutions in the fast-paced retail tech industry.
If youâre a problem-solver with a passion for IT infrastructure and a knack for improving system efficiency, this is your chance to make a tangible impact in a high-growth environment.
Responsibility
- Monitor and maintain the performance, availability, and security of enterprise applications and systems.
- Lead incident management, including root cause analysis (RCA) and implementation of preventive measures.
- Collaborate with development and DevOps teams to deploy updates, patches, and configurations with zero downtime.
- Develop and maintain documentation for system configurations, processes, and troubleshooting guides.
- Automate repetitive tasks using scripting (e.g., Python, Bash) to improve operational efficiency.
- Conduct capacity planning and performance tuning to ensure scalability during peak loads.
- Provide Tier 3 support for complex technical issues, escalating to vendors or engineering teams as needed.
- Mentor junior analysts and contribute to team knowledge-sharing initiatives.
Qualifications
- Bachelorâs degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum 5 years of experience in IT operations, application support, or system administration.
- Proven expertise in Linux/Windows server environments, cloud platforms (AWS, Azure, GCP), and containerization (Docker, Kubernetes).
- Strong knowledge of monitoring tools (e.g., Nagios, Prometheus, Grafana) and logging systems (ELK Stack, Splunk).
- Experience with CI/CD pipelines, infrastructure as code (IaC), and configuration management tools (Ansible, Terraform).
- Excellent problem-solving skills and the ability to work under pressure in a 24/7 operational environment.
- Certifications in ITIL, AWS/Azure, or Red Hat are a plus.
- Fluency in English with exceptional communication and documentation skills.