Deskripsi Pekerjaan
We are looking for an accomplished Application Support Lead to join our growing technology team in Braddell, Central Region. This is a high-visibility leadership role where you will take full ownership of the Level 2 application support function, driving operational excellence and building a world-class support culture.
In this role, you will lead, mentor, and develop a team of talented support engineers, fostering a collaborative environment rooted in accountability, continuous learning, and proactive problem-solving. You will be the bridge between operations, development, and business teams, ensuring that our critical applications deliver optimal performance and reliability. Your strategic vision will shape our support roadmap, implementing industry best practices (ITIL), robust monitoring, and automation to reduce downtime and improve user satisfaction.
You will be responsible for the entire incident lifecycle, from triage and diagnosis to root cause analysis and implementation of permanent fixes. A key focus will be on team development, where you will design coaching programs and training pathways to enhance technical skills across the board. You will also manage vendor relationships, oversee system upgrades, and contribute to the overall architecture and resilience of the application landscape. This role requires a hands-on leader who is not afraid to dive deep into complex technical issues while simultaneously setting the strategic direction for the team.
If you are a seasoned Application Support professional with a proven track record in leadership, a deep understanding of modern application stacks, and a passion for building great teams, we encourage you to apply and make a significant impact within our organization.
Tanggung Jawab
- Lead, mentor, and manage the day-to-day operations of the L2 Application Support team.
- Define and enforce support standards, SLAs, and KPIs aligned with ITIL best practices.
- Oversee incident, problem, and change management processes, ensuring timely resolution and minimal business impact.
- Conduct thorough root cause analysis on critical incidents and drive the implementation of permanent solutions.
- Develop team competencies through structured coaching, training sessions, and knowledge sharing initiatives.
- Act as the primary escalation point for complex technical issues, coordinating cross-functional teams (DevOps, Infrastructure, Security).
- Drive continuous improvement by identifying automation opportunities, improving monitoring, and streamlining workflows.
- Manage stakeholder relationships, providing regular reporting on team performance, incident trends, and system health.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 8 years of experience in Application Support, with at least 3 years in a leadership or team lead capacity.
- Strong understanding of ITIL framework and practical experience with ITSM tools (e.g., JIRA, ServiceNow, Remedy).
- Advanced proficiency in SQL and experience with relational databases (Oracle, SQL Server, PostgreSQL).
- Proven experience managing production environments and troubleshooting web-based, client-server, and cloud-native applications.
- Excellent communication, presentation, and stakeholder management skills.
- Experience with cloud platforms like AWS or Azure, and familiarity with CI/CD pipelines and containerization (Docker, Kubernetes) is highly preferred.
- Strong analytical mindset with a relentless focus on problem resolution and service improvement.