>_ Production Application Support Engineer
Rafli Arraafi Albaasith
L2/L3 support, SQL troubleshooting, data issue RCA, and production support for government tax applications.
Bandung, IndonesiaOpen to Work
01
System Overview
Production Application Support Engineer with 4+ years of experience supporting government tax applications across L1, L2, and L3-style escalation responsibilities. Experienced in ticket ownership through closure, SQL troubleshooting, data anomaly investigation, root cause analysis, production data operations, bug evidence preparation, manual testing documentation, UAT support, client communication, database backup/restore validation, and cross-team incident resolution. Progressed internally from Application Support L1 to L2 and then into a system administration role that still includes production application support, server deployment, vhost/reverse proxy setup, and data issue RCA.
4+
Years Experience
100%
L2 SLA Compliance
~70%
L1 Resolution Rate
02
Operational Experience
Oct 2025 — Present
Bandung, ID
PT. Mutiara Bintang Abadi
Junior System Administrator / Production Application Support
- Maintain production application availability across 73+ regional server/database environments by investigating errors, checking logs, validating database state, and coordinating corrective actions.
- Diagnose production data anomalies by comparing database records and tracing whether the root cause is user input, data inconsistency, application behavior, or an application bug.
- Set up application environments on new servers, including Apache virtual hosts, Nginx reverse proxy, firewall rules, service validation, and post-deployment checks.
- Support server migration activities from preparation through validation while maintaining service continuity and preventing SLA breaches.
- Perform production data operations, including approved updates, inserts, deletes, backup/restore checks, and data corrections needed to keep PBB/BPHTB processes running.
- Manage user account lifecycle processes across application and server environments, including creation, modification, access review, and deactivation.
- Maintain audit-ready documentation for application environments, server configuration, and operational handover.
Jan 2025 — Sep 2025
Bandung, ID
PT. Mutiara Bintang Abadi
Application Support Engineer L2
- Resolved 100% of escalated L2 tickets within SLA, covering application errors, MySQL/MariaDB issues, integration failures, and PHP/Apache stack incidents.
- Investigated complex data issues using joins, subqueries, cross-database comparisons, and production record checks to separate application bugs from data anomalies.
- Reduced recurring escalations by 30% by creating runbooks for common failure patterns and repeat incident types.
- Coordinated with developers and infrastructure teams to reproduce issues, document manual testing evidence, validate fixes, and close tickets after UAT.
- Designed temporary workarounds during high-priority incidents to keep client services running while permanent fixes were prepared.
- Managed around 50 bug reports and enhancement requests per year on average from 2022-2026, covering documentation, developer handoff, manual testing, validation evidence, and closure tracking.
- Performed structured data import/export activities to generate client reports and verify data accuracy.
- Supported backup and recovery procedures for 5+ MySQL/MariaDB production databases.
Feb 2022 — Dec 2024
Bandung, ID
PT. Mutiara Bintang Abadi
Application Support Engineer L1
- Delivered first-line support for 73 regional government deployments using PBB and BPHTB tax applications.
- Resolved approximately 70% of reported incidents at L1 without escalation through accurate triage and domain knowledge.
- Maintained consistent first-response SLA compliance while handling recurring user issues, access questions, application errors, and data validation requests.
- Built practical knowledge of PBB and BPHTB workflows, enabling faster issue classification and more accurate escalation notes.
- Maintained structured ticket records that became the basis for the team's internal knowledge base.
03
Core Capabilities
Hard Skills
OS & Infrastructure
- Linux (CentOS, RHEL, Ubuntu)Advanced
- Docker & ProxmoxAdvanced
Databases
- MySQL, MariaDB, PostgreSQLAdvanced
Monitoring
- Prometheus & GrafanaIntermediate
- Log Analysis & TroubleshootingAdvanced
Networking
- TCP/IP, DNS, SSH, iptablesAdvanced
Development
- Go, Bash, REST APIIntermediate
- Shell ScriptingAdvanced
- Node.js, Bun & Next.jsIntermediate
Tools
- Git, Apache, NginxAdvanced
- Redmine (Ticketing)Intermediate
- CloudflareIntermediate
Stack
- PHP / Apache StackIntermediate
Soft Skills
Support & Process
- Manual Testing & QAAdvanced
- Incident Management (L1-L2)Advanced
Communication
- Cross-Division CommunicationAdvanced
Documentation
- Runbook WritingAdvanced
- Knowledge Base ManagementAdvanced
Administration
- User Access ManagementAdvanced
Languages
- IndonesianNative
- EnglishProfessional Working
04
Education
Graduated April 2020
Vocational High School (SMK)
SMKN Sumatra 40, Bandung
Certifications
05
Project Portfolio
Artefak nyata dari pekerjaan SQL PBB, Redmine notifier, dan PBB data generator. Klik project card untuk detail lengkap.
Data Analytics & Database Systems
Software Engineering & Tools
Systems & Infrastructure