Job Description
Are you a seasoned IT professional with a passion for operational excellence? Erajaya is seeking a highly skilled IT Application Support Assistant Manager to join our dynamic technology team in Jakarta. In this pivotal role, you will act as a bridge between complex technical systems and our business operations, ensuring high availability, performance, and continuous improvement of our enterprise application landscape.
You will lead a talented team, driving incident management, problem resolution, and service delivery initiatives. The ideal candidate is a strategic thinker who can translate business needs into robust technical support frameworks, fostering a culture of proactive maintenance and efficient troubleshooting. If you thrive in a fast-paced retail and technology environment and are dedicated to optimizing IT service delivery, we invite you to be part of our transformation journey.
Responsibilities
- Manage and oversee the day-to-day operations of IT application support, ensuring optimal performance and service uptime.
- Lead, mentor, and coach a team of support engineers to resolve complex technical issues and minimize service disruptions.
- Establish and maintain Service Level Agreements (SLAs) for all enterprise applications.
- Drive continuous improvement processes to enhance system efficiency and user experience.
- Collaborate with cross-functional development and infrastructure teams to ensure seamless deployment and integration of new applications.
- Analyze support performance metrics and generate actionable reports for senior leadership.
- Coordinate with external vendors for escalated support and system maintenance requirements.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 5-7 years of experience in IT Application Support or Service Management, with at least 2 years in a leadership/supervisory capacity.
- In-depth knowledge of ITIL framework and Service Management best practices.
- Strong technical background in ERP, CRM, or E-commerce platforms.
- Proven ability to troubleshoot complex software issues and database queries (SQL).
- Excellent communication skills with the ability to communicate technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills with a focus on operational excellence.