Deskripsi pekerjaan
Posisi ini bertanggung jawab mengawasi aktivitas operasional harian, memastikan keunggulan layanan, dan memimpin tim teknis berkinerja tinggi. Peran ini krusial dalam menjaga efisiensi operasional, mengelola insiden teknis, serta mendukung peningkatan berkelanjutan pada sistem dan produk SaaS perusahaan.
Tanggung jawab: Oversee day-to-day support operations, including manpower planning and incident management; Ensure SLAs, KPIs, and productivity targets are met; Manage the OTRS ticketing system and escalation processes; Monitor system and product health and drive timely issue resolution; Lead resolution of complex technical issues and continuous improvement initiatives; Collaborate with product, engineering, and vendor teams; Provide technical and product training when required.
Kualifikasi: Bachelor’s degree in a technical field; Minimum 3-5 years of managing large team, leadership experience in application support or technical operations; Experience in SaaS or System Integrator environments is an advantage; Experience supporting IoT-based solutions and API integrations is preferred; Strong incident management, troubleshooting, and problem-solving skills; Excellent leadership and communication skills; Ability to work effectively under pressure in a fast-paced environment.
Tanggung jawab
- Oversee day-to-day support operations, including manpower planning and incident management
- Ensure SLAs, KPIs, and productivity targets are met
- Manage the OTRS ticketing system and escalation processes
- Monitor system and product health and drive timely issue resolution
- Lead resolution of complex technical issues and continuous improvement initiatives
- Collaborate with product, engineering, and vendor teams
- Provide technical and product training when required
Kualifikasi
- Bachelor’s degree in a technical field
- Minimum 3-5 years of managing large team, leadership experience in application support or technical operations
- Experience in SaaS or System Integrator environments is an advantage
- Experience supporting IoT-based solutions and API integrations is preferred
- Strong incident management, troubleshooting, and problem-solving skills
- Excellent leadership and communication skills
- Ability to work effectively under pressure in a fast-paced environment
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Pendidikan
- S1
- Gaji
- Negosiasi