Overview
AMS Operations 24/7 Support Jobs in Jakarta, Indonesia at TMS Consulting
Title: AMS Operations 24/7 Support
Company: TMS Consulting
Location: Jakarta, Indonesia
Job Summary :
The AMS 24/7 Technical Support Consultant is responsible for providing application support, maintenance, monitoring, enhancement, and incident resolution for Citilink's critical business systems, including Salesforce, Talkdesk, Yellow.ai, and Custom Loyalty & Membership Applications. The role requires working in a 24/7 shift rotation (Morning, Evening, and Overnight) to ensure system availability, business continuity, and SLA compliance.
Key Responsibilities :
- Provide Level 1 & Level 2 application support for Salesforce, Talkdesk, Yellow.ai, and Loyalty & Membership applications.
- Investigate, troubleshoot, and resolve incidents, service requests, and system issues within agreed SLA targets.
- Monitor application performance, integrations, APIs, batch jobs, and system availability to ensure business continuity.
- Perform root cause analysis (RCA) and collaborate with internal teams, vendors, and stakeholders to resolve critical issues.
- Support application enhancements, change requests, system configuration, testing (SIT/UAT), deployment, and post-deployment validation.
- Prepare and maintain technical documentation, operational reports, and system health reports.
- Communicate effectively with business users and stakeholders, providing regular updates and operational support.
- Identify opportunities for process improvement, automation, and optimization by leveraging AI tools such as ChatGPT, Copilot, Gemini, Claude, or similar technologies.
- Participate in a 24/7 rotating shift schedule (Morning, Evening, and Overnight), including weekend, public holiday, and on-call support when required.
Requirements :
- Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or related fields.
- Minimum 1 year of experience in Application Support, AMS, Service Desk, or Technical Support roles.
- Experience supporting Salesforce, CRM, Contact Center, Loyalty & Membership, or other enterprise applications.
- Familiar with incident management, service requests, change requests, testing (SIT/UAT), and deployment activities.
- Basic knowledge of Salesforce Administration, APIs, SQL, system integrations, and ticketing tools.
- Strong analytical, troubleshooting, and communication skills.
- Experience with Talkdesk, Yellow.ai, Salesforce Certification, or managed services environments is a plus.
- Familiarity with AI tools such as ChatGPT, Copilot, Gemini, or similar technologies.
- Willing to work in a 24/7 rotating shift schedule.
