Application Support Lead (Talent Pool) - Assistant Manager

Join Erajaya as an Application Support Lead (Assistant Manager) and drive continuous improvement in application support processes, reliability, and service quality. This role is perfect for a proactive professional who thrives in a dynamic IT environment, ensuring seamless operations and exceptional user experiences.

In this role, you will be responsible for managing a team of application support specialists, overseeing incident resolution, and implementing best practices to enhance service delivery. Erajaya, a leading company in Bali, offers a unique opportunity to work in a vibrant and innovative tech ecosystem, with opportunities for professional growth and development.

If you are passionate about IT support and eager to make a significant impact, we invite you to apply and be part of our talented team in Bali.

📋 Tanggung Jawab Pekerjaan

• Manage and mentor a team of application support specialists, ensuring high performance and adherence to best practices.
• Oversee incident resolution processes, ensuring quick and effective responses to minimize downtime.
• Implement and monitor service level agreements (SLAs) to ensure service quality and reliability.
• Conduct regular reviews of application support processes to identify areas for improvement and implement continuous enhancements.
• Collaborate with development teams to ensure smooth application deployments and updates.
• Provide technical guidance and support to end-users, ensuring their needs are met and their experience is exceptional.
• Stay updated with the latest IT trends and technologies to drive innovation and improve service delivery.
• Report on key performance indicators (KPIs) and metrics to senior management, providing insights and recommendations for improvement.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in application support or a related role, with at least 2 years in a leadership position.
• Proven experience in managing teams and driving process improvements.
• Strong knowledge of ITIL frameworks and best practices for application support.
• Proficiency in using ticketing systems such as ServiceNow, Jira, or similar tools.
• Excellent communication and interpersonal skills, with the ability to mentor and develop team members.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud is a plus.
• Certifications such as ITIL Foundation, PMP, or similar are a plus.

🛠️ Keahlian

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