Deskripsi Pekerjaan
Job Title: IT Operations Manager
Company: Microsoft
Location: Jakarta Raya, Indonesia
Microsoft is a global leader in technology and innovation, empowering individuals and organizations worldwide. We are currently seeking a highly skilled and motivated IT Operations Manager to join our team in Jakarta. This role is vital to ensure the reliability, availability, and performance of our IT services and infrastructure.
As the IT Operations Manager, you will be responsible for overseeing all aspects of IT operations, including incident management, escalation handling, problem management, and service delivery. You will lead a team of IT professionals, establish operational best practices, and drive continuous improvement initiatives. You will be the primary escalation point for critical incidents, coordinating response across technical teams and ensuring timely resolution. Your expertise in root cause analysis will help prevent future issues and enhance service stability.
Key responsibilities include leading the incident management process, conducting post-incident reviews, managing vendor relationships, and ensuring compliance with security and regulatory standards. You will collaborate with global IT teams to align local operations with corporate strategies and bring innovative solutions to improve efficiency.
We are looking for a candidate with a strong background in IT infrastructure, deep knowledge of ITIL frameworks, and proven experience in managing complex incidents. You should have excellent leadership capabilities and a track record of building high-performing teams. A passion for technology and a commitment to delivering exceptional service are essential.
Join Microsoft and take your career to the next level. Be part of a culture of growth, diversity, and innovation. Apply today!
Tanggung Jawab
- Lead and manage the IT operations team, providing guidance, mentorship, and performance evaluations.
- Serve as the escalation manager for critical incidents, owning the bridge call coordination and stakeholder communication.
- Conduct thorough root cause analysis (RCA) for major incidents and drive action items to closure.
- Develop, maintain, and test incident response plans, runbooks, and disaster recovery procedures.
- Oversee IT infrastructure monitoring, ensuring proactive detection and resolution of issues.
- Manage relationships with third-party vendors and service providers, tracking SLAs and contract performance.
- Drive continuous improvement initiatives to optimize operational processes, reduce manual effort, and increase automation.
- Prepare and present operational metrics, incident trends, and improvement plans to senior management.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Systems, or a related field; advanced degree preferred.
- At least 5 years of experience in IT operations, with a minimum of 2 years in a management or supervisory role.
- Strong knowledge of ITIL practices, incident management, and problem management processes.
- Hands-on experience with cloud platforms, preferably Microsoft Azure, and on-premise infrastructure management.
- Proven ability to lead technical teams during high-pressure incidents and drive resolution effectively.
- Excellent analytical, problem-solving, and decision-making skills.
- Outstanding communication skills in English and Bahasa Indonesia; ability to communicate technical concepts to non-technical stakeholders.
- Relevant certifications such as ITIL Foundation, Microsoft Certified Azure Administrator, or PMP are a plus.