Deskripsi Pekerjaan
Are you a seasoned IT professional looking to drive excellence in service delivery for one of Indonesia's leading retail and distribution companies? Erajaya is seeking a proactive and strategic IT Application Support Assistant Manager to join our growing team. In this pivotal role, you will act as a bridge between technical operations and business stakeholders, ensuring that our critical enterprise applications remain robust, scalable, and high-performing.
The successful candidate will play a key role in optimizing IT service workflows, mentoring technical staff, and championing continuous improvement initiatives. You will work in a fast-paced environment where your ability to troubleshoot complex application issues and streamline support processes will directly impact our business operations across the archipelago.
Tanggung Jawab
- Lead and oversee the daily operations of the Application Support team, ensuring high availability and performance of business-critical systems.
- Develop and implement IT service management (ITSM) best practices to streamline ticket resolution and increase user satisfaction.
- Collaborate with cross-functional development and infrastructure teams to ensure seamless deployment and maintenance of application updates.
- Manage vendor relationships and service level agreements (SLAs) to guarantee timely resolution of third-party supported software issues.
- Identify recurring technical bottlenecks and drive root-cause analysis (RCA) to implement long-term preventive solutions.
- Mentor and provide technical guidance to junior team members, fostering a culture of continuous learning and operational excellence.
- Prepare regular performance reports and dashboards for management, highlighting key metrics and service improvement opportunities.
Kualifikasi
- Minimum of 5 years of professional experience in IT Support, Helpdesk Management, or Application Support roles.
- Proven track record in managing enterprise-grade applications and understanding complex software ecosystems.
- Strong working knowledge of ITIL framework or similar service management methodologies.
- Advanced troubleshooting skills with the ability to diagnose and resolve complex multi-layer application failures.
- Excellent communication and leadership skills, with the ability to translate technical concepts for non-technical stakeholders.
- Experience with database management (SQL) and monitoring tools is highly desirable.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.