L2 Cloud Customer Operation

• Handle escalated incidents and service requests from the EOS L1 team related to Lintasarta’s Cloudeka private cloud services.
• Perform advanced investigation and troubleshooting of cloud infrastructure components, including virtual machines (VMs), networks, storage, operating systems, and supporting services.
• Conduct Root Cause Analysis (RCA) and recommend corrective and preventive actions to resolve technical issues.
• Restore services and ensure incidents are resolved in accordance with Service Level Agreements (SLAs), incident priorities, and operational procedures.
• Handle service requests and configuration changes in accordance with established change management procedures.
• Collaborate with L1, L3/Engineering, infrastructure teams, and external vendors to resolve technical issues affecting Lintasarta’s Cloudeka services.
• Monitor service performance, analyze logs, and identify potential issues that may affect service availability and stability.
• Document investigation findings, resolution steps, and RCA results in the ticketing system.
• Provide technical guidance and knowledge sharing to the EOS L1 team to improve troubleshooting capabilities.
• Identify recurring issues and recommend improvements to enhance the stability, availability, and service quality of Lintasarta’s Cloudeka private cloud services.

Job Requirements / Qualifications:

• Minimum Diploma (D3) or Bachelor's degree (S1) in Informatics Engineering, Information Systems, Computer Engineering, or a related field.
• 2–3 years of experience in IT Infrastructure, Cloud Operations, System Administration, or IT Service Management.
• Understanding of private cloud concepts, virtualization, virtual machines, backup, networking, storage, and Linux/Windows operating systems.
• Familiarity with Incident Management, Problem Management, Service Request Management, and Change Management processes.
• Strong troubleshooting and systematic technical analysis skills.
• Understanding of SLAs, incident prioritization, escalation procedures, and Root Cause Analysis (RCA).
• Experience using monitoring tools, log analysis tools, and ticketing systems.
• Good communication, cross-functional coordination, documentation, and problem-solving skills.
• Willingness to work in shifts or on-call arrangements based on operational requirements.