Deskripsi Pekerjaan
Erajaya is currently seeking a highly skilled and proactive Application Support Lead (Assistant Manager) to join our dynamic IT team in Jakarta. As a leader in the retail and distribution sector, we rely on high-performing digital platforms to maintain our market leadership. In this role, you will be the bridge between technical excellence and operational efficiency.
The ideal candidate will be responsible for driving continuous improvement across our application support ecosystem. You will oversee system reliability, enhance service quality, and ensure that our critical business applications operate at peak performance. Beyond technical troubleshooting, you will lead a team to maintain proactive communication with stakeholders, ensuring that technical challenges are translated into business solutions that minimize downtime and maximize user satisfaction.
We are looking for a strategic thinker who is comfortable operating in a fast-paced environment and is passionate about service excellence. If you are ready to take the next step in your career and lead initiatives that shape the future of our IT operations, we want to hear from you.
Tanggung Jawab
- Drive continuous improvement of support processes, reliability, and application service quality.
- Lead and mentor a team of support engineers to resolve complex technical incidents.
- Establish and maintain proactive communication with internal stakeholders and business units.
- Manage incident escalation workflows to ensure timely resolution and minimized business impact.
- Implement monitoring solutions to track application health and system performance.
- Collaborate with development teams to identify root causes and long-term technical debt reduction.
- Develop and maintain technical documentation, SOPs, and knowledge base articles for the support team.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 5 years of experience in application support, with at least 2 years in a leadership or managerial capacity.
- Strong expertise in ITIL framework and service management best practices.
- Proven track record of managing system reliability in a high-traffic environment.
- Excellent analytical skills with the ability to troubleshoot complex software application issues.
- Fluent in Bahasa Indonesia and English, with excellent stakeholder management skills.
- Experience with enterprise monitoring tools (e.g., Dynatrace, New Relic, or ELK Stack) is highly preferred.