Deskripsi Pekerjaan
Erajaya, Indonesia's leading retail and distribution giant, is looking for a proactive and strategic Application Support Lead (Assistant Manager) to join our elite Talent Pool. This position is designed for high-caliber IT professionals who are passionate about maintaining system integrity and driving operational excellence in a fast-paced retail environment. As a key leader in our technology division, you will be the guardian of application reliability, ensuring that our digital ecosystem supports our massive distribution network without interruption.
In this role, you will go beyond traditional troubleshooting. You will be expected to architect better support workflows, mentor junior team members, and implement long-term improvements that prevent recurring issues. We are seeking a leader who understands the critical nature of retail technology—where every minute of downtime impacts thousands of customers. You will work closely with cross-functional teams, from developers to business stakeholders, ensuring that our applications are not just functional, but optimized for growth and scale.
By joining Erajaya’s talent pool, you are aligning yourself with a company that values innovation, career progression, and technical mastery. If you have a proven track record of managing complex application environments and leading teams toward service excellence, we invite you to apply and help us shape the future of retail technology in Indonesia.
Tanggung Jawab
- Lead and mentor the Application Support team to ensure consistent delivery of high-quality technical assistance and system maintenance.
- Drive continuous improvement initiatives across support processes to enhance application reliability and service quality.
- Manage and oversee the end-to-end incident management lifecycle, ensuring timely resolution and adherence to Service Level Agreements (SLAs).
- Maintain proactive communication with business stakeholders to provide updates on system status, incident resolutions, and upcoming enhancements.
- Analyze support data and trends to identify root causes of recurring issues and implement permanent corrective actions.
- Collaborate with DevOps and Software Development teams to streamline application deployment and post-launch support.
- Develop and maintain robust technical documentation, support playbooks, and knowledge base articles.
- Oversee system monitoring tools and establish early-warning systems to detect and mitigate potential failures before they impact users.
Kualifikasi
- Bachelor’s Degree in Information Technology, Computer Science, or a related field from a reputable university.
- Minimum of 5-8 years of experience in Application Support, with at least 2 years in a leadership or Assistant Manager capacity.
- Expertise in SQL, database management, and troubleshooting multi-tier enterprise applications.
- Strong understanding of ITIL frameworks (Incident, Problem, and Change Management) and IT Service Management (ITSM) tools.
- Proven ability to manage high-pressure situations and lead technical teams during critical system outages.
- Excellent communication skills in both Indonesian and English, with the ability to bridge technical and business requirements.
- Analytical mindset with a focus on data-driven decision-making and process automation.
- Experience in the retail, distribution, or e-commerce industry is a significant advantage.