Officer-Operations - Channel System

Role Purpose

To ensure the smooth and efficient operation, monitoring, and support of retailer frontend applications and internal platform integration with external partner systems. This role supports daily system monitoring, incident resolution, configuration for business programs, and end-to-end partner integration processes to enable a seamless digital experience for retail stakeholders, coordinating with internal IT teams, third-party vendors, and business stakeholders to maintain high system availability

Operating Network

• Prepaid Sales & Distribution
• Postpaid Strategy & Planning
• Retail Service & Governance
• Retail Planning & Development
• System Development
• Data Insight S&D
• Circle/ Region
• Digital/ IT
• Digitalization
• Digital Distribution
• Product
• CVM
• Finance
• Sourcing
• Legal
• IT Vendor
• Distribution Partners
• Bank/ Financial Partners
• System solution Partners

Area of Responsibilities

System Monitoring & Incident Management

• Monitor daily performance and uptime of retailer applications to ensure system stability and availability.
• Provide L1/L2 support for incidents, troubleshoot system errors, and escalate critical issues as needed.
• Maintain incident logs and provide timely updates to stakeholders on issue status and resolution.

Deployment & Release Support

• Coordinate with development and QA teams for smooth deployment of application updates, patches, and hotfixes.
• Conduct post-deployment validations to ensure successful implementation of changes.
• Support release management activities including pre-deployment checks and rollback plans.

Access & Business Configuration Management

• Manage user access and roles for retailer partners within the application ecosystem.
• Ensure compliance with security policies during onboarding/offboarding of users.
• Maintain up-to-date configuration records and system documentation.
• Collaborate with product, business units, and customer-facing teams to gather configuration requirements and translate them into system functionality.
• Ensure timely and accurate execution of configuration changes with minimal disruption to operations.

Partner Integration Support

• Support the onboarding and ongoing operation of partner integrations (e.g., saldomobo, digital platforms, logistics, payments, Partner).
• Coordinate with internal teams and external partners to test and validate integration flows.
• Monitor API transactions and resolve errors or mismatches in real time
• Support and maintain API and system integrations between Partners system and core platforms.
• Monitor data synchronization processes and resolve any data flow issues across systems.
• Participate in integration testing for system enhancements or new product launches.

Collaboration & Stakeholder Support

• Work closely with customer service, retail business teams, and vendor partners to address issues and gather feedback.
• Act as a liaison between technical and non-technical teams to ensure smooth operations and communication.
• Participate in operational reviews and suggest improvements based on system performance and feedback.

Reporting & Documentation

• Generate daily, weekly, and monthly operational reports to track application performance and support metrics.
• Document Standard Operating Procedures (SOPs), known error records, and troubleshooting guides.
• Support audit and compliance requirements by maintaining accurate logs and documentation.

Process Improvement & Automation

• Identify recurring issues and work on root cause analysis with a focus on long-term fixes.
• Propose and implement improvements to operational processes and system automation.
• Contribute to continuous improvement initiatives across the system operations team.

Minimum Requirements

• Bachelor's degree in IT, telecommunications, computer, information system, programming
• Analytical thinking and understanding of telco business & digitalization principles
• Willing to work hard and be able to work together as a team
• Target & result oriented, good teamwork, passionate about data discoveries
• Self-driven and high achiever mentality to drive high-performing team
• Adaptability: able to handle current situation properly and adjust to new challenges
• Learning Mindset: agile to learn the new methods & technology then applied for improvement purposes.

Related Experience

• 1–3 years of experience in system operations, IT support, or app management (preferably in telecom, retail, or fintech).
• Experience in working with application monitoring tools and basic scripting (e.g., SQL, PowerShell, or Shell).
• Familiarity with tools like Jira, ServiceNow, Postman, or monitoring dashboards is an advantage
• Strong understanding of system architecture, databases, APIs, or mobile applications is a plus.
• Willingness to be on standby or support critical issues outside office hours if required.

Skills

• Strong problem-solving and analytical skills.
• Excellent communication and coordination abilities.
• Attention to detail and commitment to delivering high-quality support.
• Ability to work in a fast-paced, 24/7 support environment.
• Understanding of ITIL processes is an advantage.