Job Description
Erajaya is seeking a highly skilled and proactive Application Support Lead (Assistant Manager) to join our expanding IT department. In this critical leadership role, you will be the backbone of our operational excellence, ensuring that our enterprise applications remain robust, reliable, and scalable to support our fast-growing business ecosystem.
You will lead a team of support specialists, bridge the gap between technical operations and business stakeholders, and drive continuous improvement initiatives. We are looking for a strategic thinker who is not just reactive to incidents but deeply invested in proactive problem management and service quality optimization.
If you are a dynamic leader with a passion for troubleshooting, service level management, and driving digital transformation in the retail/technology sector, we invite you to join our talent pool for current and future opportunities.
Responsibilities
- Lead and mentor the Application Support team to resolve complex technical issues and minimize service disruptions.
- Establish and enforce best practices for incident management, problem management, and change management processes.
- Drive continuous improvement of system reliability, application performance, and service quality standards.
- Maintain proactive communication with business stakeholders to align application support outcomes with operational goals.
- Analyze support data and service metrics to identify trends, root causes, and areas for automation.
- Oversee system monitoring, health checks, and capacity planning for mission-critical applications.
- Collaborate with development and infrastructure teams to ensure seamless deployment and transition of new application updates.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 5+ years of experience in Application Support, IT Operations, or Service Management, with at least 2 years in a leadership or managerial capacity.
- Strong understanding of ITIL frameworks and incident resolution workflows.
- Proven ability to manage high-pressure environments and prioritize tasks effectively.
- Proficiency in monitoring tools, SQL, and enterprise software architecture.
- Excellent communication and stakeholder management skills, fluent in English and Bahasa Indonesia.
- Experience in retail or e-commerce technical environments is highly preferred.