System Engineer Lead  

System Engineer Lead bertanggung jawab memimpin operasional support dan service delivery agar berjalan rapi, terukur, dan customer-centric. Posisi ini berperan sebagai team anchor untuk support team: memastikan SLA/CSAT, disiplin ticketing, eskalasi cepat, serta memberikan visibility ke management melalui kontrol timesheet/worklog dan resource/capacity. Role ini juga mendukung kesiapan Compliant Certification(ISO or others) melalui proses operasional dan evidence yang konsisten.

• Key Responsibilities
  1) Support Operations & SLA (Desk365/Ticketing)
  • Lead daily support ops via Desk365/Ticketing: triage, prioritization, assignment, escalation, follow-up, hingga close
  • Maintain SLA/CSAT: first response, update cadence, resolution time, backlog/aging control
  • Handle P1/P2 incidents: war-room, vendor/principal escalation, internal & customer updates sampai stabil + post-incident actions
  2) Timesheet & Worklog Discipline (Management Visibility + Compliant Evidence)
  • Ensure 100% work is logged (ticket + timesheet/worklog) — no critical work outside system
  • Weekly review: kelengkapan timesheet, akurasi project code/kategori, dan sampling mismatch log vs real work
  • Provide summary untuk management: hours by customer/project, BAU vs project ratio, overtime/on-call utilization, bottleneck & action
  3) Resource & Capacity Control (Support vs Project Balance)
  • Manage capacity planning: workload distribution, coverage untuk akun prioritas, dan shift/on-call schedule (jika ada)
  • Control resource allocation antara BAU support vs implementation tasks (koordinasi dengan PMO)
  • Maintain simple weekly dashboard: ticket trend, severity breakdown, backlog aging, top recurring issues, resource load
  4) Technical Delivery Coverage (Breadth)
  • Oversee troubleshooting & escalation untuk portfolio PCMan: M365/Entra ID, security products, network/infrastructure (VPN/firewall/server/backup), serta support dasar Data & AI dan LMS sesuai scope
  • Ensure service governance: Change Management (risk/approval/rollback) dan knowledge base/runbook untuk recurring issues
  5) Team Development (Soft + Hard Skill, aligned to roadmap)
  • Build team capability plan: skill matrix, gap mapping, dan learning plan per engineer (quarterly)
  • Coaching: customer communication & ownership, structured troubleshooting, documentation/runbook habit
  • Support certification/enablement roadmap (Microsoft/Security/Data & AI) dan monitor progress
  6) Compliant Readiness (Operational Control)
  • Maintain audit-ready evidence: incident/change/access request & approval, post-incident actions, SOP adherence
  • Support internal review (sampling) dan pastikan corrective actions selesai tepat waktu

  Reporting Cadence (Expected Output)
  • Weekly: Ops summary (SLA/MTTR/backlog), timesheet compliance, resource load, top issues + action list
  • Monthly/Quarterly: Service review untuk akun prioritas (trend, preventive actions, improvement plan)

  Requirements
  • 5+ tahun pengalaman sebagai system/infra/support engineer (SI/MSP menjadi nilai plus)
  • Minimal 1–2 tahun pengalaman sebagai lead/PIC operasional (koordinasi tim & eskalasi)
  • Familiar dengan ticketing system & ITIL mindset (Incident/Problem/Change)
  • Strong in ownership, structured problem solving, and clear customer/internal communication
  • Strong understanding of computer networking, including setting up routers, switches, firewalls, and Wi-Fi networks.
  Technical proficiency:
  • Cloud (Azure, AWS,GCP, etc), M365/Entra ID, Web Application Server, Database engine, .
  • Windows, Linux, or macOS, and managing servers, and VMware, Hyper-V, or similar technologies for managing virtual environments.
  • Network and Security: Firewalls, VPNs, security protocols, and cybersecurity concepts (e.g., malware protection, encryption, etc.).
  Familiar monitoring/log analysis tools & documentation best practices