Title:  IT Operation Support - Contractor

“Work Where Wow, Happens Every Day”

Become Our: IT Operation Support (Contractor 6 Months)

Why You’ll Love Being Part of Our Team:

Join KBTG – where innovation powers intelligent digital solutions! Be part of the AI Business team supporting production operations and customer-facing services. You’ll work closely with cross-functional teams to ensure smooth operational support, proactive incident handling, and reliable service delivery across AI-driven platforms and business applications.

This role offers hands-on exposure to production monitoring, cloud environments, incident management, and collaboration with development and infrastructure teams in a fast-paced fintech environment.

How You’ll Make an Impact:

• Provide real-time assistance to customers via chat platforms by handling inquiries, troubleshooting user-reported issues, and delivering accurate and professional support.
• Perform initial incident triage by gathering issue details, identifying symptoms, and determining escalation requirements.
• Monitor application health, API performance, logs, and cloud service dashboards to proactively detect anomalies or service degradation.
• Escalate technical incidents to Application Development or Infrastructure teams with clear and well-documented information.
• Maintain accurate operational records including support interactions, incident reports, troubleshooting steps, resolutions, and follow-ups.
• Support production deployment activities and validate application behavior after release deployments.
• Assist with environment readiness checks and operational verification to ensure service continuity.
• Analyze recurring incidents or customer pain points to identify trends and recommend preventive improvements.
• Maintain knowledge of application features, operational procedures, known issues, and support guidelines to ensure effective support delivery.
• Collaborate with cross-functional teams including Dev, Infra, Product, and Partner teams to improve operational efficiency and service quality.
• Support operational coordination activities with external partners and stakeholders when required.

What Will Set You Up for Success:

• 1–3 years of experience in IT Operations, Application Support, Production Support, or Customer Support environments.
• Strong customer service mindset with professionalism, empathy, and effective communication skills.
• Good written communication skills for chat-based customer support and operational coordination.
• Basic technical understanding of APIs, Web Services, log analysis, and system monitoring concepts.
• Familiarity with cloud platforms (AWS, Azure, or GCP) and Linux-based environments is an advantage.
• Ability to troubleshoot issues, perform incident triage, and coordinate escalations effectively.
• Strong multitasking skills with the ability to handle support activities while monitoring operational dashboards.
• Good coordination and collaboration skills with cross-functional technical teams.
• Ability to work in a fast-paced operational environment and adapt to changing priorities.
• Understanding of Incident Management, Problem Management, and SLA handling principles.