Job Description
Join Bank of China (Hong Kong) as an IT Outsourcing Staff (24x7) in Jakarta. This frontline IT operations role supports a global financial services environment with reliability, security, and high availability. You will be part of a dynamic technology team delivering essential banking IT services to internal users and clients across regions. The position involves monitoring, incident response, and hands-on support for applications, servers, networks, and end-user devices in a fast-paced setting. This is a growth-focused opportunity within a multinational bank, offering exposure to IT operations, security best practices, and career advancement.
As an IT Outsourcing Staff, you will contribute to 24x7 service delivery, ensuring prompt incident resolution, proactive maintenance, and a positive user experience. You will collaborate with regional teams, vendors, and stakeholders to uphold service level targets while adhering to security policies and regulatory requirements.
Responsibilities
- Monitor systems, triage incidents, diagnose issues, and escalate as needed to maintain 24x7 availability.
- Provide frontline IT support for banking applications, infrastructure, and end-user devices.
- Manage incident tickets in the ITSM system with accurate categorization, updates, and root-cause analysis.
- Coordinate with regional teams and vendors for issue resolution, change management, and service delivery quality.
- Assist with routine maintenance, patching, backups, and security checks to minimize downtime.
- Support user onboarding/offboarding, access provisioning, and password reset requests per security policies.
- Document resolutions and contribute to knowledge base improvements and process enhancements.
Qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 1-3 years of IT support, help desk, or IT operations experience; financial services or outsourcing exposure is a plus.
- Solid knowledge of Windows and Linux operating systems, basic networking, and remote access technologies (VPN, RDP).
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and standard ticketing processes.
- Strong written and spoken English; ability to communicate with stakeholders across regions.
- Problem-solving, time management, and ability to work in a 24x7 shift environment.
- ITIL Foundation or equivalent certification is a plus.