Grab Support Escalation Professional

Date Posted: 25 hari yang lalu

Salary:

Jakarta

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Job Description

Job Description: Get to know our Team The Grab Support NOC team is an established team responsible for monitoring production issues and transactional issues, catching every single issue and record it on Jira or Zendesk ticketing, Product Operation and also we do integrate new B2B Partners (development phase & production phase). We make an impact by SLA achievement for production issues and ensure stable transaction traffic. If you are looking for an opportunity, then you should join our team! Get to know the Role We are looking for a Grab Support NOC to monitoring production & transaction on GrabKios to make sure everything is going well. Day-to-Day Activities

NOC responsible not only for Network issues but all the production issues happens on Grabkios Mobile Application, catching every single issues and record it on JIRA as an Open Production Issues and calculate the issue severity
Investigate the issues on microservice or database or product affected using tools such as Datadog, Jenkins, Postman, DBeaver and escalate to related squad’s Roster Oncall
Make an announcement regarding the issue and inform the Customer Support team and also inform the partner (B2B Partners) if the issue affected products which sell to the partner.
NOC also acts as Product Operation Associate on maintaining products offered by Kudo such as cellular credit prepaid and postpaid, electricity bill prepaid and postpaid, PDAM, and Wholesale.
Single point of contact between Customer Support, Sales, Business Team and Engineering. Only NOC can reach the Engineering team for production issues.
Working alongside Product Manager to keep product availability high, hide products if the vendor got a problem or switch product linkage to another vendor. Forecasting the users behavior on purchasing the product, and taking care for any technical issues such as unhandled response code sent by vendor or connection issues.
Identify incidents and analyze impacts/severities based on SOP
Log incidents and proactively follow up with internal or external parties on progress, and prepare official incident reports.

The Must-Haves:

Bachelor Degree of Computer Science/ Information Technology/ Information System.
Min 1 year of working experience in related positions, fresh graduates welcome to apply.
Experience with Linux & Windows servers; application servers technology (Apache, NGINX, etc); monitoring technologies (Datadog, etc),running scripts and queries in a DB environment, whitelisting partners IP in Jenkins and familiar with HTTP response code
Able to work in shifting every weekends and official holidays

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Job Detail

Job Id

cee2f3721abde8f1
Location

Jakarta
Company

Grab
Type

Private
Employment Status

Permanent
Positions

Available
Career Level

Experience
Gender

Male/Female